Improved Customer Experience for Digital HR Systems Provider

THE CLIENT

Roq’s client is a leading provider of human resources (HR) technology services, with years of experience partnering with HR functions. They provide specialist capability and insight that brings a unique perspective to HR transformation and supports HR leaders across a wide range of challenges.

As a forward-thinking innovative business, the client continually reviews human resource solutions to revolutionise the management of employee relations (ER) for HR teams, line managers and employees.

In 2021, after a huge £1m+ development investment, the client launched a new comprehensive employee relations case management solution. It was designed to take line managers through guided journeys and outline actions required at each stage, empowering line managers to make confident and informed decisions. It was developed to ensure line managers have the resources and support to manage ER cases, leading to a more streamlined and efficient process by fostering a culture of ownership and confidence.

THE CHALLENGE

Roq’s client was experiencing several quality issues which resulted in their platform release being pushed back several times. Despite delays, the release still went live with over 300 defects on first roll-out, with quality remaining an issue ever since.

The issues found were having an extreme impact on the end user experience. The software required extensive reworking, incurring extra cost and reputational damage for the client; despite the initial release meeting the minimum viable product (MVP) status.

The client then engaged with Roq to not only improve the quality of their solution, but also improve overall quality skills and processes within their existing team.

THE SOLUTION

Adhering to Roq’s Quality Engineering Principles, we incorporated an automation-first philosophy. The team quickly identified what could be automated, in this instance, using our own Test Automation Acceleration service.

Roq delivered a test automation proof of concept to the client stakeholders, suggesting that at least 54% of the pack should be automated. We explained that this would allow our Quality Engineers more time to work on improving the client’s overall processes, their existing team skillset, and allow product subject matter experts (SMEs) to work on additional and more rewarding tasks.

THE OUTCOME

Roq delivered a Quality Engineering approach, preventing defects earlier in the lifecycle, rather than finding them later on, when fixing errors is much more costly. This ensures that the delivery pace of new software will be accelerated, and feedback loops are amplified. The client is now using the processes and procedures gained from Roq’s project delivery much more effectively which is providing faster feedback on releases and deployments, greater visibility of tests and a robust framework for continuous testing.

We are proud to have delivered these significant benefits to our client:

• Significant time and cost savings, with Roq reducing the execution of two days of manual testing down to 30 minutes with the use of test automation.

•  Throughout the delivery of the solution, Roq hosted a series of upskilling sessions to support the client’s quality maturing journey.

•  A newly implemented common approach to test automation and test-scripting.

If you’d like to discuss how Roq can support your business, please reach out to a member of our team at ask@roq.co.uk or head to our services page for more information.