The Outcome Conversation: Aligning DevOps and Business Through

Understanding User Outcomes

James UrquhartSVP, Performance Analytics

SOASTA, Inc.

Why is it so hard for established business organizations to align with IT when it comes to digital

business opportunities?

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The business conversation

“How do we profit from the mobile application trend?”

“How do we make sure people who visit our web site buy from our web site?”

“Are my digital marketing programs worth the cost?”

“What can we do to make our content the ‘go-to’ source for our media market?”

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The technology conversation

“How can we do more with less?”“How do we enable new efficiencies or

even new business models?”“How can we optimize the availability and

performance of critical systems?”“How do we prioritize needs to identify

what we should work on next?”

This is NOT a shared conversation…

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This is the “communication gap”

Val

ue to

Bus

ines

s

Val

ue to

Eng

inee

ring

Business ConversationConversion Rate

Average Order Size

Cost of Goods Sold

Revenue

Competitive Pricing

Quarterly Sales

Average Margin

Technology ConversationUptime

Cost of Operations

MTTR

Network/Application/Storage Performance

Cost of Facilities

Velocity of Work

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Key to the conversation: user outcomes

When we talk about “outcomes” with respect to digital businesses, it

is the user’s outcome that generates all others!

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Feedback

Val

ue to

Bus

ines

s

Val

ue to

Eng

inee

ring

Business ConversationConversion Rate

Average Order Size

Cost of Goods Sold

Revenue

Competitive Pricing

Quarterly Sales

Average Margin

Technology ConversationUptime

Cost of Operations

MTTR

Network/Application/Storage Performance

Cost of Facilities

Velocity of Work

User ConversationSpeed-to-Outcome

Flow-to-Outcome

NPS

Affinity

Related Activities

Abandonment

Bounce

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This is the holy grail for digital success

User ConversationSpeed-to-Outcome

Flow-to-Outcome

NPS

Affinity

Related Activities

Abandonment

Bounce

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The questions all digital businesses must answer

What outcome does the business hope to achieve through a digital

conversation with the user?How does speed affect the user

achieving this outcome?How does interaction affect the user

achieving this outcome?How does content affect the user

achieving this outcome?

Speed

© 2014 SOASTA. All rights reserved. October 27, 2015 16

The Business Value of PerformanceKnow the link between performance and the business

Average page load

100 ms

Monthlyrevenue>$187K

Outagedays peryear from

8 to 2

Dailyrevenue>$215K

Interaction

Beyond the initial interaction…

Content