Where Do You Draw the QA Line? Beyond Features to True Quality
As a QA professional, I’ve learned that quality isn’t just about checking boxes to approve features—it’s about ensuring a product is clear, usable, and supportive, even when things go wrong. A user encountering a cryptic error message like “Something went wrong” with a blank page isn’t experiencing quality, no matter how well the feature “works.” True quality means looking beyond functionality to the user’s experience and the support team’s ability to resolve issues, creating a product that stands the test of time.
The Problem with Cryptic Errors
Imagine a user facing an error: a vague “Something went wrong” message, a UUID, an event ID, and a blank page—no instructions, no clarity, just confusion. As QA, it’s tempting to say, “The feature works as intended,” and move on. But does it really work? Is the product usable? Does the error message help the user or support team resolve the issue? I wouldn’t want users posting about such a frustrating experience with a product I oversee. Quality demands more than functionality—it requires empathy for the user’s journey, especially in moments of failure.
A Quality-Minded Approach to Errors
When security restrictions limit detailed error information, I focus on two key elements to maintain quality. First, provide the user with clear next steps—a friendly message like, “Something went wrong. Please try refreshing the page or contact support for assistance.” Second, empower the support team by ensuring the UUID and event ID map directly to logs or error tracking systems, giving them the context needed to resolve issues quickly. This dual approach ensures users aren’t left stranded and support teams aren’t left guessing, balancing security with usability.
QA Beyond Features: A Broader Responsibility
Early in my career at a startup that had just been acquired, I saw firsthand how QA extends beyond features. During an all-hands meeting buzzing with excitement over new features and team structures, I asked, “Who’s going to train the new company using our product, and who will handle support calls?” The room fell silent—there was no documentation, no onboarding resources, and no support process. I saw this as a gap in quality within my domain as a QA professional. Quality isn’t just about bugs; it’s about ensuring the product works for users and internal teams, including usability, communication, and support, even when things go wrong.
Principles for Holistic Quality Assurance
- Look Beyond Functionality: Assess the user experience, especially during errors, to ensure clarity and usability.
- Support the Support Team: Provide actionable error details in logs to help resolve issues without compromising security.
- Plan for Longevity: Address gaps in documentation, training, and support processes to ensure the product’s lifecycle success.
- Advocate for Users: Champion clear communication and usability, even in failure scenarios, to maintain trust and satisfaction.
Quality assurance is more than approving features—it’s about reaching for the longevity and life of the product. By focusing on usability, clear communication, and robust support systems, QA professionals can ensure a product not only works but thrives in the real world. The next time you’re tempted to draw the QA line at “it works,” ask yourself: Does it work for the user? Does it work for the team? That’s where true quality begins.