Award winning intern solves the unsolvable

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Project:

Context:

Team:

Timeframe

Analyzing the software testing process to determine why customer defects continue to rise

Summer internship – Infosys Technology Ltd.

Flying solo

Summer 2013 - 16 weeks

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Infosys has used the same software testing process since it was founded and hasn’t seen the need to change.

The Challenge Customers continue to find more problems with the software that Infosys has already thoroughly tested. Infosys didn’t know why this was happening or how to deal with it.

“This is a new problem, because we’re doing everything right, our customers have changed what they consider to be a defect”

-Software testing manager

Qualitative Research I began by understanding the testing process by watching and speaking to testers, managers and planners.

Something that stood out was that the testers schedules were all over the place - they were overworked one day and dormant the next. Additionally, a mismatch between what I was told about the testing process and what I observed unfolded.

Mismatch between explanation and reality

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What I was told

Customer gives their requirements and the software is

developed

Plan tests to catch any defects

Run tests, find defects and fix

them

Software goes to the customer, who tests the software

before using it

Customer complains and Infosys fixes the

problem

Listen to customer requests, but use the same generic

software as always

Plan tests based on past software

Randomly test without analyzing

the results

Unsure if enough testing has been

done and send to customer anyway

Frontline users complain when

their needs are not being met

What I observed

Insight • Infosys planned development and testing based on

past releases – but the requirements of past customershave nothing to do with current customers.

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Qualitatively, a story was emerged that Infosys was disconnected from current customer needs. I was curious to pursue this deeper and dug in quantitatively.

Statistical modeling I mined through a mountain of data from five past software releases and searched for connections to my qualitative findings.

① I first compared the number of tests run to the numberof defects found.

There was no relation and it appeared that scheduling of tests was erratic, which speaks to observing the testers either stressed out or underutilized.

② I then compared how customers described problems towhat Infosys considered a defect.

Infosys’ testing was based purely on reviewing the code, while customers ran the software and cared about usability.

Marrying with data paints a richer picture

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Insight • Data in conjunction with the qualitative research shows

the disconnect to customers goes even deeper to theway testing itself is conducted.

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With a full picture of the problem, I saw an opportunity to reframe how Infosys thinks about software development and test planning. Recommendation Co-creating with the testing team, I designed a streamlined software testing process that connected Infosys to current customer needs. At the same time, the new process would ensure better use of resources. ①  Listen to and Integrate customer requests into

software development and test planning.

②  Analyze testing outcomes and Identify the tests that are finding the most defects.

③  Add tests based on the usability of the software.

④  Prioritize the identified tests and customer/usability-centric tests at the beginning of the testing cycle.

Now software testing lifecycles can run concurrently - as one declines another can begin. This way, Infosys can better manage software development and testing.

Reframe to go from uncertainty to harmony

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Take Infosys from here

To here

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The last step was for me to develop a business case explaining my analysis, findings and recommended plan. I then presented the case to the executive vice president of testing and his senior team. Award I was chosen as exceptional intern in the business category out of 150+ interns. Key Outcomes •  The EVP wanted to implement my plan immediately. •  I was asked to present to the entire testing team in

anticipation of the immediate changes. •  I presented to the entire testing division of 200+

employees across Southern India.

Award winning plan implemented right away

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