Online Issue Analysis Process and Practices at Zhuanzhuan

Zhuanzhuan, as an internet and e‑commerce platform, receives a large volume of user‑reported online issues from its customer service team. New QA members are expected not only to support business but also to adopt a holistic view that reduces costs and improves efficiency by analyzing these issues.

Why conduct online issue analysis?

Organize user demands to help PMs optimize requirements and enhance user experience.

Decrease the number of recurring online issues, allowing RD engineers to focus on core tasks.

Identify gaps in test case and technical design by uncovering logical errors, abnormal data, and third‑party failures.

How the analysis is performed

Weekly preparation : Summarize last week’s issues, track progress of assigned todos, and invite relevant stakeholders (RD, QA, PM) to a meeting.

QA conducts a preliminary classification of issues using a basic rule set (see diagram).

Meeting flow :

Confirm progress of last week’s todos.

Deep‑dive into each issue, clarifying uncertain points.

Classify issues into five categories and propose solutions:

(1) Product rule & business inquiry – caused by insufficient knowledge of business rules; solution: document complete rules, notify CS of changes, provide query tools, and improve product design.

(2) Logic errors & data problems – usually bugs; solution: design test cases covering normal and abnormal flows, investigate root causes, perform full‑process regression testing.

(3) Third‑party issues – service call failures; solution: collaborate with partners to define handling strategies.

(4) Unclear customer‑service workflow – stems from ambiguous business rules; solution: clarify processes and provide guidance.

(5) Operations‑related queries – mainly informational; solution: build query tools and dedicated TAPD modules.

After detailed analysis, weekly todos are assigned to specific owners to ensure follow‑up.

Achieved effects

Continuous issue triage has led to higher quality of online problems, reduced issue volume, and allowed team members to focus on core tasks without frequent interruptions.

Conclusion

Systematic analysis of inevitable online issues enables ongoing product optimization and operational efficiency improvements for a platform that serves external users.