top tips to deliver quality web experiences from ie 9 to the iphone

Imad Mouline - CTO APM Solutions, Compuware

Harley Manning - Vice President, Research Director, Forrester Research Inc.

AUDIO VIA PC SPEAKERS ONLY

© 2010 Forrester Research, Inc. Reproduction Prohibited2 © 2009 Forrester Research, Inc. Reproduction Prohibited

How Companies Create TheOnline Customer Experiences Of The Future

Harley Manning, Vice President & Research Director

Customer Experience

December 1, 2010

© 2010 Forrester Research, Inc. Reproduction Prohibited3

“The future is already here, it’s just not evenly distributed.”


?What trends will shape online experiences in the next 5 years?

CapabilitiesConsumers


Dramatic shift in the mobility trade off

Capability

Mobility

Low

High

Low High


Myriad of mutating interfaces


CapabilitiesConsumers


GenY is into technology


Gen Y is mobile


Gen Y is instant and social


As consumers age they…

Stick with technologies they’ve adopted

More readily adopt new twists on old technologies


?What are the attributes of tomorrow’s online experiences?


Customized

Aggregated

Social

CA

SRelevantR


?How are companies starting to create these experiences today?


Key takeaways

Start with consumers, not capabilities

Make aggregation central to your strategy

Turn your IT partners into your new best friends



Let the needs of the customers drive your innovation efforts




Create innovations that fulfill your customer’s unmet needs


BY NANCY SMITH, FIDELITY INTERACTIVE CONTENT SERVICES


BY BILL RALLS, SENIOR VICE PRESIDENT,

INVESTMENT SERVICES, FIDELITY




Create innovations that fulfill your customer’s unmet needs

Use social experiences to drive change



Design for distribution across a multi device, multichannel world



Design for distribution across a multi device, multichannel world

“Autocustomize” and let relevant data find the user



Co-locate designers and developers



Co-locate designers and developers

Communicate expected benefits to get buy-in from IT


Recommendations: Anticipate the unexpected

Give users more power but less complexity

Embrace the strengths and limitations of relevant touchpoints

Anticipate changes to business process and technology investments

© 2009 Forrester Research, Inc. Reproduction Prohibited

Thank you

Harley Manning+1 617-613-6079

[email protected]

blogs.forrester.com/harley_manningforrester.com

www.forrester.com

Top Tips To Deliver Quality Web Experiences From IE 9 To The iPhone

Imad Mouline - Compuware CTO, APM Solutions

IE8

FF 3.xSafari 4

IE7

Chrome 7

IE6 Safari 5 iPhone Safari iPad Safari OtherIE8

FF 3.x

Safari 4

IE7

Chrome 7

IE6

Safari 5

iPhone Safari

iPad Safari

Other

Users Access The Web With A Variety Of Browsers

Browser market share across 200+ sites with 117+ million page views from Nov 16 to 23, 2010

Source: Gomez Real User Monitoring

Users Access The Web On A Variety Of Devices

Morgan Stanley predicts mobile users will outnumber desktop internet users within 4 years

Source: Mary Meeker, Morgan Stanley

Customer Expectations Continue To Rise For Web & Mobile Sites

47% of consumers expect a Web page to load in 2 seconds or less

Down from 4 seconds 2 years ago

58% of mobile phone users expect websites to load as quickly or faster on their mobile phone than their PC

Web & Mobile Site Performance Impacts Business Results

49% of users who experience performance issues when completing a transaction will either abandon the site or switch to a competitor

77% of these will share their negative experiences with others

52% of users are unlikely to return to a site they had trouble accessing on their phone

40% said they’d likely visit a competitor’s site instead

Social media allows users to voice & record

their frustration in real-time, negatively

impacting revenue and brand equity

Web & Mobile Site Performance Impacts Business Results

0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 150

5

10

15

20

25

30

Abandonment Rate - All Browsers

Abandonment Rate - iPhone Safari

Page Load Time Band (sec.)

Aba

ndon

men

t Rat

e (%

)

Source: Gomez real user monitoring

Abandonment Rate Across 200+ Sites/177+ Million Page Views All Browsers vs. iPhone Safari

MajorISP

Local ISP

Mobile Carrier

Internet

Content DeliveryNetworks

3rd Party/Cloud Services

Browsers and devices UsersUsers

Storage

Web Servers

App Servers

DB Servers

Mainframe

Load Balancers

Mobile Components

Network

The Web Application Delivery Chain

It Is Difficult To Deliver Quality Web & Mobile Experiences

Systems management

tools: “OK”

• Inconsistent geo performance• Bad performance under load• Blocking content delivery• Incorrect geo-targeted content

• Network peering problems

• Outages

• Configuration issues• Oversubscribed POP• Poor routing optimization• Low cache hit rate

• Network peering problems

• Bandwidth throttling

• Inconsistent connectivity• Configuration

errors• Application

design issues• Code defects• Insufficient

infrastructure

• Network resource shortage

• Faulty content transcoding

• SMS routing / latency issues

• Poorly performing JavaScript

• Inconsistent CSS rendering

• Browser/device incompatibility

• Page size too big

• Conflicting HTML tag support

• Too many objects

• Content not optimized for device

• Low cache hit rate

…user is NOT happy

Is it my data

center?

Is it an ISP or the Internet?

Is it a 3rd party

provider?Is it a browser

or device?

Chrome 5

Chrome 6

Chrome 7

FireFox3.5

FireFox3.6 IE6 IE7 IE8 IE9

Opera 10

Safari4

Safari5

ipad Safari

iPhone Safari0

2000

4000

6000

8000

10000

12000

Load Time Perceived Render

Significant Performance Differences Across Browsers & Devices

Source: Gomez Real-User Monitoring Real users around the worldBroadband & wireless connections only

(October 2010)526 million page measurements200+ sites

Significant Performance Differences Across Browsers

Chrome 5

Chrome 6

Chrome 7

FireFox3.5

FireFox3.6 IE6 IE7 IE8 IE9

Opera 10

Safari4

Safari50

1000

2000

3000

4000

5000

6000

7000

Load Time Perceived Render

Source: Gomez Real-User Monitoring Real users around the worldBroadband & wireless connections only

(October 2010)526 million page measurements200+ sites

Browsers Are Evolving

HTML5 support Application cache canvas,

audio, video, local storage, geo-location, web workers etc.

CSS3 Support Webfonts, animations,

gradients, shadows, etc.

Performance improvements Faster JavaScript processing Parallel download of JS scripts More parallel connections Resource pre-fetching Multi-threading in JS

Key Trend - more and more client-side processing

Some Browsers Are Evolving Faster Than Others

Google and Apple driving HTML5 support for web & mobile browsers “We're betting big on HTML 5.” - Vic Gundotra, Google “The world is moving to HTML5.” - Steve Jobs, Apple

HTML5 Test is an indicator of browser support for HTML5 features Safari and Chrome lead the way

iPad 3.2 Safari 5.0

IE 7

Android 2.2

IE 9 betaIE 8

Chrome 6iPhone 4.2

FF 3.6

HTML5 Test (max 300 points ) - http://html5test.com/

The Browser Is Becoming The Integration Platform

Number of hosts accessed directly by the browser, per user transaction, averaged across 3,000 companies 10.50

Geographic Distribution Of Content Sources

How many cities does content come from to form the average transaction?

134%

2-536%

6-1013%

11-2011%

21-304%

>302%

Source: Gomez Active Backbone MonitoringSample of 12,000 transactionsMultiple runs over 24 hours

Distribution of host cities by test (measured from multiple locations)

127%

2-532%

6-1015%

11-2012%

21-307%

>308%

12-56-1011-2021-30>30

Distribution of host cities by test (measured from single location)

IE8FF

3.6

IE9 Beta

FF 4.0 ...

Opera ...

Chro...

Chro...

Safar

i 5

iPhone...

iPad 3.1

0

2,000

4,000

6,000

8,000

10,000

12,000

Mill

isec

onds

Client Side Processing Ever More Important

SunSpider JavaScript Benchmark Across Browsers Smaller bars are better

Source: http://www.zdnet.com/blog/hardware & Gomez research

Optimize Performance From Your End-Users’ Perspective

VS.

Leading retailer not aware of cross-browser compatibility problems until

customers complain

Optimize For Perception, Not Just Raw Performance

Perceived render time is time needed for all content visible to the end-user above the fold to be completely rendered

Take advantage of progressive rendering & image load order to optimize for maximum end-user impact

Content below the fold1 5 92 6 103 7 114 8 12

Load order 2

1 2 34 5 67 8 9

10 11 12

Load order 1

Optimize The Most Important & Common Workflows

6 step product order business process

Home Page > Search Results Page > Shopping Cart Page > Login

Page > Order Review Page

Slow Down To Go Faster - Think Workflows Not Pages

Focus performance optimization on end-users’ common workflows / click paths versus standalone pages

Is the common “Combine external JavaScript” performance optimization rule valid in all cases?

Two 3 step transactions measured across 8 global backbone nodes

User Click Path A5% of users

(response time = seconds)

User Click Path B95% of users(response time =

seconds)

Weighted Average

(response time = seconds)

1 combined external JS file 3.346 3.443 3.438

Multiple external JS files 4.330 2.614 2.699

Adopt The “One Web” Application Performance Management Philosophy

What constitutes mobile?

Web & mobile sites & applications often share infrastructure & web services

Important to leverage established and common best practices, metrics and technologies for both mobile and web channels

Garner operational efficiencies Identify mobile specific problems, web specific problems or both across the entire

web application delivery chain – from device to datacenter

iPad & Safari

Windows 7 & ChromeiPhone AppiPhone & Safari

How To Excel In The New World Of Multiple Browsers & Devices

Know your end-users

Know your application

Optimize performance from your end-users’ perspective

Optimize for perception not just raw performance

Optimize your most important & common workflows

Adopt the “One Web” application performance management philosophy

Questions

Reduced downtime 45%

Reduced seven-step transaction time by 50%

Increased conversions 10%

Validated decision to consolidate three data centers

Achieved under 3 second response time and 99%+ availability

Reduced homepage load time from 11.3 seconds to 3.4 seconds

Improved page load times 23%

Saved 50%+ in staff and fees

Gomez Customers Enjoy Measurable Benefits

For more information visit Gomez.com or contact us at +1 781.778.2700

top tips to deliver quality web experiences from ie 9 to the iphone

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