Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Transcription

1 Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

2 Get the Most Out of a Mobile APM Solution Manage the mobile mindshift with a modern Mobile APM

3 Please give me your feedback Session B923 Speaker Use the mobile app to complete a session survey 1. Search for the app in your app store: HP Discover 2. Access My agenda 3. Click on this session 4. Go to Rate & review If the session is not on your schedule, just find it via the session catalog, click on this session and then go to Rate & review. Thank you for providing your feedback to help us enhance content for future events. Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

4 Ted Schadler Vice President, Principal Analyst Application Development & Delivery Forrester Research Eric Odell Sr. Product Marketing Manager, APM Hewlett Packard Enterprise Yan Auerbach Chief Operating Officer SpeechTrans

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6 Master The Mobile Mind Shift Engineer Your Business to Win in the Mobile Moment Ted Schadler VP, Coauthor of The Mobile Mind

7 The mobile mind shift The expectation that I can get what I want in my immediate context and moments of need Image source: Associated Press (AP.org), photo by Michael Sohn 2015 Forrester Research, Inc. Reproduction Prohibited 7

8 The mobile mind shift will penetrate the beating heart of your business... Technology Systems Processes Mind Devices Applications Companies 2015 Forrester Research, Inc. Reproduction Prohibited 8

9 The mobile mind shift is on the rise Of smartphone users... Source: US Mobile Mind Shift Online Survey, Q % expect a mobile-friendly website. 42% expect to find a mobile app. 23% expect their experience to change based on location Forrester Research, Inc. Reproduction Prohibited 9

10 Apps are a driver of mobile engagement The number of apps in the Apple App Store will grow from ,000 Source: 148Apps.biz, Forrester estimate 1.3 million 10 million 2015 Forrester Research, Inc. Reproduction Prohibited 10

11 Mobile will drive a business redesign In 2017, firms will... Spend $189B to engineer platforms and processes for mobile engagement. Drive $1.3T of the IT economy with systems of engagement. Source: August 6, 2013, Wanted: Mobile Engagement Providers Forrester report and February 13, 2012, Mobile Is The New Face Of Engagement Forrester report 2015 Forrester Research, Inc. Reproduction Prohibited 11

12 Entrepreneurs & innovators create and fulfill the mobile mind shift 2015 Forrester Research, Inc. Reproduction Prohibited 12

13 They target mobile moments to do so A mobile moment is a point in time and space when someone pulls out a mobile device to get something they want in their immediate context. Image source: Inc. ( Forrester Research, Inc. Reproduction Prohibited 13

14 Mobile moments are pervasive 2015 Forrester Research, Inc. Reproduction Prohibited 14

15 Mobile moments happen here Technology Systems Processes Mind Devices Applications Companies 2015 Forrester Research, Inc. Reproduction Prohibited 15

16 The hard work happens here Technology Systems Processes Mind Devices Applications Companies 2015 Forrester Research, Inc. Reproduction Prohibited 16

17 Four experience gaps loom between what customers expect and what companies deliver What customers expect Subsecond response time Snappy response across any network Performance Gap What businesses deliver Multisecond response times Highly variable performance across devices Source: August 7, 2014, Closing The Experience Gaps Forrester report 2015 Forrester Research, Inc. Reproduction Prohibited 17

18 Four experience gaps loom between what customers expect and what companies deliver What customers expect Performance Gap What businesses deliver Task-specific service on all devices Consistent experience across channels Convenience Gap Full-featured, self-service websites Experiences vary by product line, service function and channel Source: August 7, 2014, Closing The Experience Gaps Forrester report 2015 Forrester Research, Inc. Reproduction Prohibited 18

19 Four experience gaps loom between what customers expect and what companies deliver What customers expect Performance Gap What businesses deliver Convenience Gap Contextualized, personalized experiences An understanding of needs and next steps Personalization Gap Generic one-size-fitsall experiences No coordinated across product lines, channels, and customer journey Source: August 7, 2014, Closing The Experience Gaps Forrester report 2015 Forrester Research, Inc. Reproduction Prohibited 19

20 Four experience gaps loom between what customers expect and what companies deliver What customers expect Performance Gap Convenience Gap What businesses deliver Personalization Gap An accurate, reliable, transparent service Privacyrespecting preferences for each context Trust Gap Variable accuracy and reliability Channel- and function- specific privacy and preferences Source: August 7, 2014, Closing The Experience Gaps Forrester report 2015 Forrester Research, Inc. Reproduction Prohibited 20

21 The IDEA cycle: the business discipline to win in the mobile moment Identify the mobile moments and contexts. Analyze results to monitor performance and optimize outcomes. Start small with a platform to extend.. Design the mobile engagement. Engineer your platforms, processes, and people for mobile Forrester Research, Inc. Reproduction Prohibited 21

22 Mobile moments work when they benefit all your customers and you Benefit to your customer Extend to enhance the value Avoid for now Just do it Redesign or reconsider Value to you 2015 Forrester Research, Inc. Reproduction Prohibited 22

23 Closing the experience gaps requires an endto-end focus on systems of engagement Systems of record UX Data Software Systems of engagement Design starts with engagement UX Data Design starts with transactions Hardware/infra structure Network Software Infrastructure Network 2015 Forrester Research, Inc. Reproduction Prohibited 23

24 Analytics plays a central role in building five-star apps 2015 Forrester Research, Inc. Reproduction Prohibited 24

25 Analytics matters when operating and when building great mobile moments Metrics Real-time Operational Historical Technical Location, proximity, speed Battery, session performance Crashes, feature use Engagement Offers, recommendations, next-best action Bounce rates, A/B testing, convergence Segmentation, source driver, cohort analysis Business Real-time pricing, conversions Revenue, SKU availability, Revenue trends, channel contribution Source: Measuring Mobile Apps, November Forrester Research, Inc. Reproduction Prohibited 25

26 User experience is everything! The Mobile App Usage and Abandonment Survey Eric Odell Sr. Product Marketing Manager APM

27 27 49% expect a mobile app to respond in 2 seconds or less.

28 28 36% stop using mobile apps because of heavy battery usage.

29 29 53% uninstall or remove the mobile app when it stops responding or crashes.

30 Give users a great experience or they ll give you the finger. Fix it or they ll delete you. 30

31 31 34% choose their apps based on peer feedback (more important than price!)

32 32 55% hold the mobile app accountable for poor performance (not the network, not the device!)

33 33 69% say mobile app issues caused them to have a lower opinion of the company that created the app

34 A lousy experience doesn t just kill your mobile app. It kills your brand then your business. They blame the mobile app, turn into haters, and take it out on your company. 34

35 Connection options Mobile device types 1 FreeRAM % Dozens to hundreds of possible user flows for each mobile app Battery % 100+ different operating systems 2 Orientations

36 36 What s a mobility team to do? Measure, focus, improve!

37 Measure what matters Measure what matters 37

38 Measure what matters Errors Battery usage Crashes Measure what matters Cellular data usage UI response time Launch time 38

39 Focus in context of the user and the greatest impact. Pinpoint the root cause How many users are impacted? What screen were they on? Which action did they take? Uncover every permutation What OS were they using? Combined with which device? Variables between mobile app versions 39

40 Improve use analytics to gain actionable insights Continuously measure what matters Analyze data to optimize outcomes Prioritize & repair what has the most impact Benchmark trends and adjust roadmap DevOps collaboration

41 What to look for in a Mobile APM Solution mapm solutions ensure that customers have great Mobile Moments as you analyze performance and optimize business outcomes. What are the core capabilities to consider? Data Discovery & Condition Detection Analysis & Presentation of Actionable Data Customization RUM features to detect customer affecting performance, availability & resource usage Detect front-end mobile data device type, OS, app version, carrier & network data Drill-down to root cause with code analysis Analyze & display data in context of the user perspective w/filters for deeper context Customer engagement Session length, DAUs, MAUs, user engagement Relevance between app performance & business revenue. Developer SDK API customizable reports to identify performance, availability, and resource usage data most relevant to business revenue 41 Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

42 AppPulse Mobile: Combining process with solutions AppPulse Mobile FunDex overview 82 Good Average FunDex Score Improve yourfundex Last 7 days Score: 86 Dec 14, 20:11 Dec 21, 18:11 UI performance Stability Resource usage Points lost Points lost Points lost Track your FunDex Score: Instantly know the health of your app Analyze what impacts the UX Drill down to the root cause Share reports Prioritize & repair 42

43 User Experience Case Study How SpeechTrans used analytics to build a 5-star rated app Yan Auerbach Chief Operating Officer SpeechTrans

44 How SpeechTrans delivered a 5-star mobile app Analytics provided actionable insights to improve UX Challenge: Lacked cost efficient way to leverage usage data for continuous improvement Improvements: Continuous monitoring with AppPulse Mobile enabled improvement in UX, app store ratings and revenues 44

45 SpeechTrans Ultimate Swiss Army Knife Travel App Photo, Voice, Video, SMS, Chat & Text Translation Designed By Nokia and featured Apple, Intel, HP, and Microsoft Facebook Chat, Yahoo Chat, AIM, Chat + Translation Flight Tracker and Currency Converter Video Calling with Real Time Translation Global Calling with InterprePhone 45

46 SpeechTrans Use Cases Law Enforcement Legal Travel Medical Business Construction 46

47 SpeechTrans Global Market Share The Global Market Share of Language Services The Global Translation Industry is Projected to be 150B Industry by 2020 Year over hear growth of 20.7% Source: Gartner United States Latin America Europe Asia Africa % Global 0.63 % Global 49.38% Global 0.27 % Global 12.88% Global. 47

48 Why did SpeechTrans Choose HP AppPulse? Accelerate developer sprints by identifying bugs rapidly Reproduce crashes instantly Improved user experience resulted in boost in App Store ratings Automatically created triggers for analyzing all UI elements in Apps Competitors required manual coding & tagging 48

49 What next? Sign up for trial saas.hp.com/try/apppulse-mobile Experience the demo Instrument your mobile app for personalized metrics 49

50 See for yourself! For more information, visit hp.com/go/fundex 50

51 Thank You 51 Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.