delivering consistently great mobile experiences

New Relic Template 2015

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

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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?


95%

93%

99%



90%

* 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



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

Data & Analytics