Contenu connexe Similaire à Delivering Consistently Great Mobile Experiences Similaire à Delivering Consistently Great Mobile Experiences (20) Delivering Consistently Great Mobile Experiences1. New Relic Template 2015
Delivering Consistently !
Great Mobile Experiences!
November 12, 2015!
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2. New Relic Template 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.
©2008-15 New Relic, Inc. All rights reserved.
3. New Relic Template 2015
Susie Bily
Mobile Product Manager
Jonathan Karon
Manager,
Mobile Engineering Team
About us
©2008-15 New Relic, Inc. All rights reserved.
4. New Relic Template 2015
Application performance
is a crucial part
of any online experience.
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5. New Relic Template 2015
So let’s first talk about
websites from your desktop
©2008-15 New Relic, Inc. All rights reserved.
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
6. New Relic Template 2015
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?
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95%
93%
99%
8. New Relic Template 2015
Desktop websites are
one part of the story
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9. New Relic Template 2015
March 2013
March 2015
March 2013
March 2015
Mobile is the other half
©2008-15 New Relic, Inc. All rights reserved.
http://www-01.ibm.com/software/marketing-solutions/benchmark-hub/holiday-readiness-2015.html
Online Traffic
Online Sales
29%
47%
13%
24%
10. New Relic Template 2015
Everyone knows that
mobile is BIG.
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11. New Relic Template 2015
Mobile 2015
52% of digital,
17% of all ads1
Marketing spends $$Bs to get people to your store
©2008-15 New Relic, Inc. All rights reserved.
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
12. New Relic Template 2015
If user experience isn’t great,
people will leave early and
never come back.
©2008-15 New Relic, Inc. All rights reserved.
13. New Relic Template 2015
Enterprise spend on the user experience side is modest
©2008-15 New Relic, Inc. All rights reserved.
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
14. New Relic Template 2015
We have to spend development time wisely.
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15. New Relic Template 2015
©2008-15 New Relic, Inc. All rights reserved.
Jfderry/Wikipedia https://en.wikipedia.org/wiki/Affe_mit_Sch%C3%A4del#/media/File:Affe_mit_Sch%C3%A4del.jpg
16. New Relic Template 2015
Drive UX performance improvement!
©2008-15 New Relic, Inc. All rights reserved.
Define key Interactions w/ stakeholders
Cultivate CX measurement
Target, ship, repeat
17. New Relic Template 2015
©2008-15 New Relic, Inc. All rights reserved.
Define key Interactions w/ stakeholders
18. New Relic Template 2015
Interactions define
customer experience.
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19. New Relic Template 2015
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What interactions matter to your customers?
developer
product
manager
marketer
designer
executive
20. New Relic Template 2015
©2008-15 New Relic, Inc. All rights reserved.
Cultivate CX measurement
21. New Relic Template 2015
“Measurement gives you the data
that enables valuable decisions.”
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~ Dana Lawson
22. New Relic Template 2015
What to measure?
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23. New Relic Template 2015
Introducing
a CX Hierarchy of Needs
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24. New Relic Template 2015
The User Experience Hierarchy of Needs
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Availability
Functionality
Performance
25. New Relic Template 2015
©2008-15 New Relic, Inc. All rights reserved.
Availability
Functionality
Performance
26. New Relic Template 2015
Are YOU available?
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Availability
App server error rate for page loads
Mobile app crash rate
27. New Relic Template 2015
©2008-15 New Relic, Inc. All rights reserved.
New Relic’s Mobile App
Availability
28. New Relic Template 2015
If you can’t log in,
what’s the point?
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Availability
29. New Relic Template 2015
Are WE available?
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Metric
External/login.newrelic.com/all
Condition
call_count > 0 over 3 mins
Alerts
Availability
30. New Relic Template 2015
©2008-15 New Relic, Inc. All rights reserved.
Availability
Functionality
Performance
31. New Relic Template 2015
Are YOU functional?
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App server Error Rate for XHR/AJAX
Browser JS errors
Mobile Screen Interactions
Synthetic monitoring
Functionality
32. New Relic Template 2015
Are WE functional?
©2008-15 New Relic, Inc. All rights reserved.
Metric
Network/Outbound/Host/
login.newrelic.com/ErrorRate
Condition
error rate <1% over 30 mins
Functionality
33. New Relic Template 2015
Are WE functional?
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+
Functionality
34. New Relic Template 2015
Availability & functionality affect user experience
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CLOSED
Availability
Functionality
35. New Relic Template 2015
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Availability
Functionality
Performance
36. New Relic Template 2015
When is an Interaction
fast enough?
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Performance
37. New Relic Template 2015
Watch for iteration loops
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Hel
Hello kitty
Hello
Helicopter
Performance
38. New Relic Template 2015
Are YOU performant?
©2008-15 New Relic, Inc. All rights reserved.
Mobile Interactions
Browser PageActions
Custom events & metrics
Performance
39. New Relic Template 2015
Are WE performant?
©2008-15 New Relic, Inc. All rights reserved.
Metric
Mobile/Activity/Name/LoginTapped
Condition
average_call_time < 3 seconds
Performance
40. New Relic Template 2015
Are WE performant?
©2008-15 New Relic, Inc. All rights reserved.
Metric
External/login.newrelic.com/all
Condition
response_time < 600ms
Performance
41. New Relic Template 2015
The User Experience Hierarchy of Needs
©2008-15 New Relic, Inc. All rights reserved.
Availability
Functionality
Performance
Can anyone use it?
Does it work?
Is it fast enough?
42. New Relic Template 2015
©2008-15 New Relic, Inc. All rights reserved.
Target, ship, repeat
43. New Relic Template 2015
Develop goals.
©2008-15 New Relic, Inc. All rights reserved.
developer
product
manager
marketer
executive
designer
44. New Relic Template 2015
How is our CX?
©2008-15 New Relic, Inc. All rights reserved.
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
✔
✔
??
45. New Relic Template 2015
Drive UX performance improvement!
©2008-15 New Relic, Inc. All rights reserved.
Define key Interactions w/ stakeholders
Cultivate CX measurement
Target, ship, repeat