delivering consistently great mobile experiences

New Relic Template 2015

Delivering Consistently !Great Mobile Experiences!November 12, 2015!

This document and the information herein (including any information that may be incorporated by reference) is provided for informational purposes only and should not be construed as an offer, commitment, promise or obligation on behalf of New Relic, Inc. (“New Relic”) to sell securities or deliver any product, material, code, functionality, or other feature. Any information provided hereby is proprietary to New Relic and may not be replicated or disclosed without New Relic’s express written permission. Such information may contain forward-looking statements within the meaning of federal securities laws. Any statement that is not a historical fact or refers to expectations, projections, future plans, objectives, estimates, goals, or other characterizations of future events is a forward-looking statement. These forward-looking statements can often be identified as such because the context of the statement will include words such as “believes,” “anticipates,” “expects” or words of similar import. Actual results may differ materially from those expressed in these forward-looking statements, which speak only as of the date hereof, and are subject to change at any time without notice. Existing and prospective investors, customers and other third parties transacting business with New Relic are cautioned not to place undue reliance on this forward-looking information. The achievement or success of the matters covered by such forward-looking statements are based on New Relic’s current assumptions, expectations, and beliefs and are subject to substantial risks, uncertainties, assumptions, and changes in circumstances that may cause the actual results, performance, or achievements to differ materially from those expressed or implied in any forward-looking statement. Further information on factors that could affect such forward-looking statements is included in the filings we make with the SEC from time to time. Copies of these documents may be obtained by visiting New Relic’s Investor Relations website at ir.newrelic.com or the SEC’s website at www.sec.gov. New Relic assumes no obligation and does not intend to update these forward-looking statements, except as required by law. New Relic makes no warranties, expressed or implied, in this document or otherwise, with respect to the information provided.

Susie Bily Mobile Product Manager

Jonathan Karon Manager,

Mobile Engineering Team

About us

Application performance is a crucial part

of any online experience.

So let’s first talk about websites from your desktop

https://www.akamai.com/us/en/multimedia/documents/content/akamai-performance-matters-key-consumer-insights-ebook.pdf

49%of users expect <2 second page

load time

30% expect <1 second page

load time

… and 18%

want it to be instantaneous

408 ms APP SERVER

8.58 s BROWSER

229 ms APP SERVER

3.02 s BROWSER

46 ms APP SERVER

5.18 s BROWSER

How much of the total page load time is in the client?

* or more!

Desktop websites are one part of the story

March 2013 March 2015 March 2013 March 2015

Mobile is the other half

http://www-01.ibm.com/software/marketing-solutions/benchmark-hub/holiday-readiness-2015.html

Online Traffic Online Sales

29% 47%

13% 24%

Everyone knows that mobile is BIG.

Mobile 201552% of digital, 17% of all ads1

Marketing spends $$Bs to get people to your store

1. http://www.emarketer.com/Article/Mobile-Account-More-than-Half-of-Digital-Ad-Spending-2015/1012930

$19 Billion1

$30 Billion1

$42 Billion1

2014 2015 2016

If user experience isn’t great, people will leave early and

never come back.

Enterprise spend on the user experience side is modest

1. http://www.cio.com/article/2882067/mobile-commerce/what-retailers-think-of-mobile-marketing.html

3.1 mobile developers1

building that thing to look at

Money spent getting people to look at you

We have to spend development time wisely.

Drive UX performance improvement!

Define key Interactions w/ stakeholders

Cultivate CX measurement

Target, ship, repeat

Interactions define customer experience.

What interactions matter to your customers?

developer productmanager

marketer designer executive

“Measurement gives you the data that enables valuable decisions.”

~ Dana Lawson

What to measure?

Introducinga CX Hierarchy of Needs

The User Experience Hierarchy of Needs

Availability

Functionality

Performance

Availability

Functionality

Performance

Are YOU available?

Availability

App server error rate for page loads Mobile app crash rate

New Relic’s Mobile App

Availability

If you can’t log in,what’s the point?

Availability

Are WE available?

Metric

External/login.newrelic.com/all Condition

call_count > 0 over 3 mins

Alerts

Availability

Functionality

Performance

Are YOU functional?

App server Error Rate for XHR/AJAX Browser JS errors Mobile Screen Interactions Synthetic monitoring

Functionality

Are WE functional?

Metric

Network/Outbound/Host/ login.newrelic.com/ErrorRate

Condition

error rate <1% over 30 mins

Functionality

Are WE functional?

Functionality

Availability & functionality affect user experience

CLOSED

Availability

Functionality

Availability

Functionality

Performance

When is an Interactionfast enough?

Performance

Watch for iteration loops

Hel Hello kitty Hello Helicopter

Performance

Are YOU performant?

Mobile Interactions Browser PageActions Custom events & metrics

Performance

Are WE performant?

Metric

Mobile/Activity/Name/LoginTapped Condition

average_call_time < 3 seconds

Performance

Are WE performant?

Metric

External/login.newrelic.com/all Condition

response_time < 600ms

Performance

The User Experience Hierarchy of Needs

Availability

Functionality

Performance

Can anyone use it?

Does it work?

Is it fast enough?

Develop goals.

developer productmanager

marketer executive designer

How is our CX?

Interaction Failures Speed Available? Functional? Performant?

Mobile web pageload

0.5% 1.5s ✔ ✔ ✔

Mobile web signup

0.01% 7s ✔ ✔ X

Mobile web payment

3.5% 4.8s ✔ X X

App crash rate 1.5% ✔ -- --

App registration 17% 4s X X ✔

App payment 2.8% 7s ✔ ✔ ??

Drive UX performance improvement!

delivering consistently great mobile experiences

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