2023年数字质量报告（英）-43页_6mb

2023 State of Digital Quality Report Summary

This report analyzes common flaws in digital experiences and maps out strategies to prevent them. It evaluates over 200,000 bugs and diverse device/browser combinations worldwide, highlighting challenges in functionality, accessibility, localization, UX, and payment processes.

Key Findings:

1. Digital Quality is Intersectional: Functionality, localization, accessibility, payment, UX, and customer journey testing overlap. Defects impacting user experience stem directly from users interacting poorly with the code. Last year's 200k+ defects underscore the need for continuous improvement.

2. Accessibility: 43% rate accessibility as top priority, up from 40% last year. While progress is made in inclusivity practices, accessibility remains critical (72% of findings are screen reader-related) and compliance (sizeable lawsuits against non-accessible sites). Achieving inclusivity requires empathy and broad involvement.

3. Functional Testing Challenges: Ensuring correct workflows across diverse devices (tested on ~17k+ devices) and configurations is complex. Teams often lack formal strategies and prioritize execution over process. Functional defects (~50%) and visual bugs (~25%) dominate, with crashes improving slowly.

4. Complexity and AI Testing: Hyper-personalization demands more configurations and complex integration testing. Organizations struggle with specialized testing for AI/ML engines, particularly regarding bias. 86% of surveyed companies expressed concerns about AI bias.

5. Four Stages of Digital Quality:

   • Emergence: Reactive testing, inconsistent practices.
   • Essentials: Documenting processes, defining scope.
   • Expansion: Formal processes, broader coverage.
   • Excellence: Quality built throughout the SDLC (continuous integration, testing, feedback loops), including inclusive design, localization, and payment setups. This leads to reduced support requests, higher retention, and better performance.

6. Localization: More than 'translation,' it requires adapting for regional preferences and correct workflows to avoid transaction loss risks. Budget (52% of localization bugs) and missing translations (35%) top issues. Supporting native languages is crucial.

7. Customer Journey (UX) Testing: Standard functional and payment tests don't address operational readiness issues. AI chatbots are widely expected (92%), but concerns about bias exist. Understanding user sentiment across the entire end-to-end experience is vital.

8. Payment Testing: Ensuring transactions work reliably involves testing a wide range of payment methods (#'s up to 50+) across diverse devices. Functional bugs account for 82.7% of findings. Real payment instruments are essential for thorough testing (e.g., checking final transaction status accurately).

Recommendations & Future Outlook

Digital quality requires more than just testing; it demands structured strategies, documentation, maintenance, research, and analysis. Improved processes lead to lower support costs, reduced transaction failures (in payments), higher retention, and faster time-to-market value. Continuous learning and adaptation are necessary to keep pace with evolving technology and user needs.