From Chaos to Trust: A Transformation Story
It’s fall 2015, and I’m stepping into my first day as a contractor at Amazon.
Onboarding was straightforward: This is the product you support, this is what it does, these are who use it, and this is the backlog of all the tickets we need help clearing.
“There are… 837 tickets? Dating back to last summer?”
“Yes, and this is just one product. For North America employees. We’re expanding to 40+ countries and many more systems along the way.”
😳
The plan? Stabilize, optimize, then scale.
Leadership knew that to achieve roadmap goals, we had to start delivering stable, working products that stopped adding to our technical debt.
So that’s where we began: stabilizing what we had, optimizing processes to reduce disconnects with our customers, and laying the groundwork to scale globally.
One of our biggest game changers was rethinking how we approached User Acceptance Testing (UAT).
Instead of treating UAT as just the final checkbox before launch, we reimagined “user acceptance” as a mindset and a strategic process that spans the entire lifecycle. It became more than testing – it became a way to uncover issues early, gather actionable data, align stakeholders at every step, and continuously refine the product to exceed user expectations.
In true “Amazon fashion,” we started with a happy customer and worked backward, optimizing and iterating along the way.
Fast forward 5 years and hundreds of product launches later and our results speak for themselves:
- Launched 20+ HR systems to over a million users in 30+ countries.
- Reduced product support queues by up to 90%.
- Cut post-launch defects by up to 70%.
- Streamlined user testing, reducing test times by up to 50%.
- Improved internal processes and tracking.
- Expanded operations into four additional time zones, enabling near 24/7 support and 95% SLA success.
- Adopted Agile models for product maintenance, reducing time-to-market for enhancements and “quick wins” for our end-users.
- And most importantly, earned back the trust of our customers.
At GTC, we bring the same principles to every client we work with. Our approach to UAT transforms it from a routine test phase into a strategic advantage, helping product teams bridge the gap between development and customer need.
We believe every successful product starts with understanding the true needs of its users and ends with a solution that strengthens the bond between you and your customers.
We’re not just showing you how to test software. We’re showing you how to deliver trust.
If you’re ready to transform your product delivery and build lasting trust with your users, let’s start the conversation today.
Best,
Zac Londerville
Founder at Greater Than Consulting
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