© Copyright 2015 Hewlett-Packard Development...

Get the Most Out of a Mobile APM SolutionManage the mobile mindshift with a modern Mobile APM


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Please give me your feedbackSession B923 Speaker

Eric OdellSr. Product Marketing Manager, APMHewlett Packard Enterprise

Yan AuerbachChief Operating OfficerSpeechTrans

Ted SchadlerVice President, Principal Analyst Application Development & DeliveryForrester Research

Master The Mobile

Mind ShiftEngineer Your Business to Win in

the Mobile Moment

Ted Schadler

VP, Coauthor of The Mobile Mind Shift

@TedSchadler

© 2015 Forrester Research, Inc. Reproduction Prohibited 7

Image source: Associated Press (AP.org), photo by Michael Sohn

The mobile mind shift

The expectation that I

can get what I want in

my immediate context

and moments of need


Companies

Technology

Processes

Systems

Mind Devices Applications

The mobile mind shift will penetrate the beating heart of your business . . .


62% expect a mobile-friendly

website.

42% expect to find a mobile app.

23% expect their experience to

change based on location.

Of smartphone users . . .

Source: US Mobile Mind Shift Online Survey, Q3 2013

The mobile mind shift is on the rise


The number of apps in the Apple App

Store will grow from . . .

2010

2020

2014

233,0001.3 million

10 millionSource: 148Apps.biz, Forrester estimate

Apps are a driver of mobile engagement


Source: August 6, 2013, “Wanted: Mobile Engagement Providers” Forrester report and

February 13, 2012, “Mobile Is The New Face Of Engagement” Forrester report

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.

Mobile will drive a business redesign


Entrepreneurs & innovators create and fulfill the mobile mind shift


They target mobile moments to do so

Image source: Inc. (http://www.inc.com)

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.


Mobile moments are pervasive


Companies

Technology

Processes

Systems


Mobile moments

happen here


Companies

Technology

Processes

Systems


The hard work

happens here


Performance Gap

Four experience gaps loom between what customers expect and what companies deliver

• Subsecond

response time

• Snappy

response

across any

network

• Multisecond

response times

• Highly variable

performance

across devices

What

businesses

deliver

What

customers

expect

Source: August 7, 2014, “Closing The Experience Gaps” Forrester report



Convenience Gap

• Task-specific

service on all

devices

• Consistent

experience

across channels

• Full-featured,

self-service

websites

• Experiences vary

by product line,

service function

and channel

Performance Gap

What

businesses

deliver

What

customers

expect




Performance Gap

Convenience Gap

Personalization Gap

• Contextualized,

personalized

experiences

• An understanding

of needs and

next steps

• Generic one-size-fits-

all experiences

• No coordinated

across product lines,

channels, and

customer journey

What

customers

expect

What

businesses

deliver





Performance Gap

Convenience Gap

Personalization Gap

Trust Gap

• An accurate,

reliable,

transparent

service

• Privacy-

respecting

preferences for

each context

• Variable accuracy

and reliability

• Channel- and

function- specific

privacy and

preferences

What

customers

expect

What

businesses

deliver


The IDEA cycle: the business discipline to win in the mobile moment

Analyze

results to monitor

performance and

optimize outcomes.

Engineer

your platforms,

processes, and

people for mobile.

Design

the mobile

engagement.

Identify

the mobile

moments and

contexts.

Start small

with a platform

to extend..


Mobile moments work when they benefit all your customers and you

Extend to

enhance

the value

Benefit to

your

customer

Redesign

or

reconsider

Avoid

for now

Just

do it

Value to you


Closing the experience gaps requires an end-to-end focus on systems of engagement

Network

Hardware/infra

structure

Software

Data

Systems of record

UX

Infrastructure

Software

Data

Systems of engagement

UX

Network

Design

starts with

engagement

Design

starts with

transactions


Analytics plays a central role in building five-star apps


Analytics matters when operating and when building great mobile momentsMetrics 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 2014

User experience is everything!The Mobile App Usage and Abandonment Survey

Eric OdellSr. Product Marketing ManagerAPM

27

49%expect a mobile appto respond in 2seconds or less.

28

36%stop using mobileapps because ofheavy battery usage.

29

53%uninstall or removethe mobile app whenit stops respondingor crashes.

Give users a great experience or they’ll give you the finger.

Fix it or they’ll delete you.

30

34% choose theirapps based on peer feedback(more important than price!)

31

55%hold the mobile appaccountable for poorperformance (not thenetwork, not the device!)

32

69%say mobile app issues causedthem to have a lower opinionof the company that createdthe app

33

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

Dozens to hundredsof possible user flows for each mobile app

FreeRAM %Connectionoptions

OrientationsBattery %

100+different operating

systems2

2500+Mobile device

types1

36

What’s a mobility team to do?

Measure, focus, improve!

Measurewhatmatters

37

Measurewhat

matters

Measurewhatmatters

38

Measurewhat

matters

Errors

UI response time

Battery usage

Cellular data usage

Crashes

Launch time

Focus in context of the user and the greatest impact.

39

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

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

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.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?

Analysis & Presentation of Actionable Data

• 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.

Data Discovery & Condition Detection

• 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

Customization

• Developer SDK API –customizable reports to identify performance, availability, and resource usage data most relevant to business revenue

Track your FunDex Score:

42

AppPulse Mobile

FunDex overview

Improve your FunDex

Average FunDex Score

UI performance Stability Resource usage

82 Good

Last 7 days Score: 86

Dec 14, 20:11 Dec 21, 18:11

Points lost

11Points lost

2Points lost

5

AppPulse Mobile: Combining process with solutions

• Instantly know the health of your app

• Analyze what impacts the UX

• Drill down to the root cause

• Share reports

• Prioritize & repair

User Experience Case StudyHow SpeechTrans used analytics to build a 5-star rated app

Yan AuerbachChief Operating OfficerSpeechTrans

44

How SpeechTrans delivered a 5-star mobile app

• Challenge: Lacked cost efficient way to leverage usage data for continuous improvement

• Improvements: Continuous monitoring with AppPulseMobile enabled improvement in UX, app store ratings and revenues

Analytics provided actionable insights to improve UX

45

• 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

SpeechTrans Ultimate Swiss Army Knife Travel App

46

Law Enforcement Legal Travel

Medical Business Construction

SpeechTrans Use Cases

47

SpeechTrans Global Market Share

United States

34.85 %

Global

.

Latin America

0.63 %

Global

Europe

49.38%

Global

Asia

0.27 %

Global

Africa

12.88%

Global

Year over hear growth of 20.7%

Source: Gartner

The Global Translation

Industry is Projected to

be 150B Industry

by 2020

The Global Market Share of Language Services

Why did SpeechTrans Choose HP AppPulse?

48

• 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

What next?

49

Sign up for trialsaas.hp.com/try/AppPulse-mobile

Experience the demo

Instrument your mobile app for personalized metrics

hp.com/go/fundex

hp.com/go/fundex

hp.com/go/fundex

See for yourself!

50

For more information, visit

hp.com/go/fundex

hp.com/go/fundex

http://www.hp.com/go/fundex


Thank You

51

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