Case Study

European insurance provider resolves production challenges and enhances customer experiences with automated, streamlined QA process

UST helped this European insurance provider streamline, automate, and create a quality assurance (QA) culture, accelerating project delivery cycles, reducing rework, and enhancing customer experiences. Our comprehensive QA transformation minimized defects and enabled the client to scale profitably, ensuring sustained success.

CLIENT

This company is a leading insurance provider in Western Europe, specializing in direct-to-consumer auto, home, and health insurance. It operates primarily through digital channels, offering a streamlined customer experience with competitive pricing and personalized service. Its commitment to transparency and efficiency has made it popular for consumers seeking affordable and reliable insurance solutions.

CHALLENGE

Production challenges, delayed deployments, poor quality assurance, and missed business opportunities

The client faced significant challenges in production implementation. These issues included product quality falling below organizational standards, recurring defects, and excessive rework, which negatively impacted project timelines. Additionally, the client encountered frequent integration errors across systems, which disrupted workflows and caused deployment delays. A lack of structure and inadequacies in its quality assurance (QA) process and culture resulted in defects detected late in the product lifecycle, driving up costs and customer and stakeholder dissatisfaction. Without proactive quality management processes, the client lacked proper oversight, risk mitigation opportunities, and the ability to meet customer expectations in the competitive insurance market.

TRANSFORMATION

Automations, improved processes, and proactive management strategies transformed QA

UST provided a comprehensive solution and automation strategy to address the client’s QA challenges, transform its approach to QA, and improve the overall production implementation process. The engagement began by mapping the client’s testing processes and identifying gaps and weaknesses in its QA lifecycle. UST introduced a comprehensive test methodology to address these issues, including functional testing and automations to enhance QA processes. Using automated testing tools improved communication and efficiency, reducing time spent on routine tasks and allowing more focus on priorities. Key performance indicators were established to measure QA effectiveness, providing the client’s management team with insights to optimize resource allocation, ensure efficient testing, reduce integration errors, and deliver projects within timelines.

UST supported the development of a strong QA culture through in-house seminars emphasizing best practices and building a collaborative mindset focused on delivering high-quality outcomes. Agile methodologies and practices were taught and integrated into sprints and development cycles, enabling quicker iterations and more responsive development, further enhancing project delivery speed and quality.

IMPACT

Embedded QA processes reduced rework, improved customer experiences, and institutionalized a QA culture

A unified and integrated QA framework ensured that quality practices were embedded across multiple departments, and team members could increase test coverage to the overall organization while embracing more complex projects. By identifying defects earlier, rework was minimized, resulting in faster, higher-quality project deliveries. Implementing an automation framework reduced manual input, expanded test coverage, and enabled the client to scale operations profitably. This proactive approach shortened delivery timelines, improving the overall customer experience. The company successfully integrated quality into its digital touchpoints, ensuring sustained success in the Spanish insurance industry by institutionalizing a strong QA culture.

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RESOURCES

https://www.ust.com/en/ust-qe360

https://www.ust.com/en/insights/innovative-testing-solutions-by-ust-helped-indonesian-bank-boost-efficiency-50-percent

https://www.ust.com/en/industries/financial-services