Let’s say you are a product manager for QR at Paytm. You get complaints that QR is not working, what will you do?
So, my first step would be to identify the cause of the problem. There can be 2 possibilities –
- Either the scan is not happening
- Or the scan of QR is working but payment is not happening.
If it’s the latter it’s easy, as we can check the DB logs to check the error at the time of payment.
If it’s the former, I would do the following. To start off, I would like to identify if the complaint is being raised by all customers or is the complaint coming from few sections of the users.
If the problem is with all customers then we can be sure that there is something in our app because of which the QR is not working. In this case, we can check the latest app and run our test cases against it to figure out the error.
Now, if the problem is being faced by a subset of users, in this case, we will have to figure out why the problem is coming. Again, we can further break it down into 2 parts – is the problem coming from a certain region or the problem is scattered across the country. If it is a certain region, then it can be that the QR at a store has been damaged causing the issue.
If it is spread across countries then we can look at the pattern of the issue. We can look at the app version, the mobile, and the platform (iOS/Android etc.) version. It might be that a combination of the two might be causing a problem. Once we identify the version we can run our test cases to figure out which exact scenario is leading to the failure of QR.