the outcome conversation: aligning devops and business through understanding user outcomes
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The Outcome Conversation: Aligning DevOps and Business Through
Understanding User Outcomes
James UrquhartSVP, Performance Analytics
SOASTA, Inc.
Why is it so hard for established business organizations to align with IT when it comes to digital
business opportunities?
5
The business conversation
“How do we profit from the mobile application trend?”
“How do we make sure people who visit our web site buy from our web site?”
“Are my digital marketing programs worth the cost?”
“What can we do to make our content the ‘go-to’ source for our media market?”
6
The technology conversation
“How can we do more with less?”“How do we enable new efficiencies or
even new business models?”“How can we optimize the availability and
performance of critical systems?”“How do we prioritize needs to identify
what we should work on next?”
8
This is the “communication gap”
Val
ue to
Bus
ines
s
Val
ue to
Eng
inee
ring
Business ConversationConversion Rate
Average Order Size
Cost of Goods Sold
Revenue
Competitive Pricing
Quarterly Sales
Average Margin
Technology ConversationUptime
Cost of Operations
MTTR
Network/Application/Storage Performance
Cost of Facilities
Velocity of Work
9
Key to the conversation: user outcomes
When we talk about “outcomes” with respect to digital businesses, it
is the user’s outcome that generates all others!
10
Feedback
Val
ue to
Bus
ines
s
Val
ue to
Eng
inee
ring
Business ConversationConversion Rate
Average Order Size
Cost of Goods Sold
Revenue
Competitive Pricing
Quarterly Sales
Average Margin
Technology ConversationUptime
Cost of Operations
MTTR
Network/Application/Storage Performance
Cost of Facilities
Velocity of Work
User ConversationSpeed-to-Outcome
Flow-to-Outcome
NPS
Affinity
Related Activities
Abandonment
Bounce
11
This is the holy grail for digital success
User ConversationSpeed-to-Outcome
Flow-to-Outcome
NPS
Affinity
Related Activities
Abandonment
Bounce
12
The questions all digital businesses must answer
What outcome does the business hope to achieve through a digital
conversation with the user?How does speed affect the user
achieving this outcome?How does interaction affect the user
achieving this outcome?How does content affect the user
achieving this outcome?
© 2014 SOASTA. All rights reserved. October 27, 2015 16
The Business Value of PerformanceKnow the link between performance and the business
Average page load
100 ms
Monthlyrevenue>$187K
Outagedays peryear from
8 to 2
Dailyrevenue>$215K
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