Third-annual report on more than 200,000 defects spanning accessibility, AI, digital payments, functional testing, UX and localization uncovers common oversights that inhibit success

Applause, a global leader in digital testing and quality, has published its third annual State of Digital Quality report. This comprehensive report explores key trends and challenges in delivering seamless digital experiences across various industries such as digital banking, e-commerce, AI, and more. It provides organizations with actionable frameworks to enhance their digital quality, focusing on AI and UX testing, accessibility, and payment localization.

1. Operational Oversights in Digital Testing

• Only 28% of organizations have comprehensive, end-to-end testing processes.
• QA teams often lack essential measurement tools, with 55% not tracking customer-centric KPIs.
• To improve digital quality, organizations need better planning, measurement, and consistent documentation.

2. Accessibility Testing Lags Behind

• Despite the upcoming European Accessibility Act (EAA), accessibility testing remains insufficient.
• 60% of accessibility issues stem from poor development for screen readers.
• Organizations must adopt a shift-left approach, integrating accessibility testing earlier in the development process to ensure inclusivity.

3. User Experience (UX) Imperative for AI Services

• 27% of users abandon AI services due to poor UX or performance issues.
• AI companies must integrate UX testing and best practices like real-time anomaly detection to remain competitive.
• Companies excelling in AI quality embed continuous retraining programs and red-teaming exercises into their QA workflows.

4. Payment Testing and Localization for Customer Retention

• 41% of consumers encounter payment issues, and 52% abandon apps due to poor localization.
• Organizations need to conduct in-market testing with real users to consider regional differences like currency, taxes, and cultural norms.
• Ensuring seamless payment experiences is crucial for customer retention and revenue collection.

5. Functional Testing and Specialized Testing Areas

• Automated functional testing is improving with AI advancements, but manual functional testing remains irreplaceable.
• Companies that excel in digital quality also focus on specialized testing areas like emerging payment methods and accessibility laws.
• High-quality digital experiences ensure apps and devices work effectively for all users, enhancing user satisfaction.

Applause's 2024 State of Digital Quality report highlights the critical need for organizations to shift left, incorporating comprehensive testing frameworks that address accessibility, AI, payments, and UX. By embedding digital quality throughout the software development lifecycle, businesses can deliver high-quality, inclusive experiences and maintain a competitive edge in today’s digital landscape.