The only thing that surprises me about the CrowdStrike incident is that something like it didn’t happen sooner. I have ten years of general QA experience and another twenty in disability inclusion and accessibility. I have heard of numerous CrowdStrike-like incidents where rollouts were botched in the name of speed, where accessibility testing got short-changed or known platforms were deliberately skipped.
Here is what every software company needs at a minimum to avoid these types of situations:
Supported Platforms Matrix: Every software company must have a comprehensive list of what environments they support. This matrix should include all the elements the software relies on, such as operating systems, browsers, and essential tools like assistive technology. Supported Platforms Matrices are a key tool to ensure the software is accessible and usable for all users, including those with disabilities.
Thorough QA Testing: Another essential practice is thorough QA Testing across all supported platforms. Rushed testing can lead to overlooked issues, disproportionately affecting users who rely on assistive technologies. By ensuring comprehensive testing, we can maintain accessibility standards and prevent issues from being overlooked. It isn’t done until QA says it is done.
Controlled Release Rollouts: Before any software is made generally available, releases should be tested in controlled environments. This step is crucial to catch potential issues in a safe, manageable setting. For accessibility, this means verifying that updates do not break compatibility with assistive technologies or accessibility features.
Psychological Safety: All good software development lifecycles are implemented in a psychologically safe manner. It’s vital for everyone involved in the release cycle to feel safe in voicing concerns and stopping a production update if they believe critical details are being overlooked. A culture that supports open communication without punishing messengers can prevent disasters and ensure product quality, including accessibility, is never compromised.
By focusing on these areas, we can build more resilient, reliable, and accessible software and avoid future $5.4 billion CrowdStrike mistakes. The best outcome from the CrowdStrike incident is that it is now embedded in the collective tech conscience. QA and Accessibility leaders will be able to reference it going forward when corners that make them feel uncomfortable are cut.
Alt: Three panel meme: First panel, a large plane heading down a runway with the text “My Product Update” Second panel: plane taking off with the text “global launch” third panel: people on stairs who should have been on the plane but were left behind with the text “Windows 10”