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6 Best Practices for Successful Mobile Web, SMS and Application Performance and Availability Monitoring and Optimization
 

6 Best Practices for Successful Mobile Web, SMS and Application Performance and Availability Monitoring and Optimization

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Are your mobile sites and applications available and performing optimally for all your end-users? ...

Are your mobile sites and applications available and performing optimally for all your end-users?

As the mobile web becomes more integral to your business, and user expectations increase, managing and monitoring mobile web application performance has become a prerequisite for success.

A recent industry survey found that 60% of mobile web users have encountered problems when accessing websites on their mobile phones in the last 12 months - with slow load time being the number one issue.

With the mobile web, your customers expect quick anytime transactions that work flawlessly. Failure to identify and resolve a slow – or worse – malfunctioning mobile service will result in a loss of customers and IT credibility.

Join Gomez senior consultant and mobile expert Stephen Pierzchala to learn:
*What growing mobile web adoption and rising customer expectations mean for IT and mobile service owners
*Best practices to identify and resolve mobile performance issues - before customers are impacted
*Tips and tricks to reduce operational costs through successful mobile performance monitoring initiatives
*Best practices to ensure mobile websites, applications and SMS initiatives perform as intended for all your end-users

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  • Photo Credit - http://www.flickr.com/photos/lucianbickerton/3858380291/sizes/l/
  • Photo Credit - http://www.flickr.com/photos/rickyromero/1357938629/sizes/l/
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  • The mobile web is growing at a rapid pace, but it is often compared to the PC web of around 1998 – full of opportunity - but a jungle with no established best practices and standards.So how do you know your mobile users are having a good experience? Often the lights are green behind the firewall but customer complaints are still coming in. To make sure your customers are having a positive experience you need full visibility into the performance and availability of your mobile initiatives - all from their perspective.Mobile monitoring solutions are often siloed and don’t leverage existing and proven web monitoring best practices and technologies. This non-integrated approach makes it difficult to identify and resolve problems – whether it’s due to the absence of object level detail or the inability to identify and pinpoint problems across traditional and mobile web components and infrastructure.
  • To deliver mobile Web applications you must use a complex set of services and layers called the “Web application delivery chain.” These services must all work together to deliver the application to the user – from datacenter to device. If any one of them has an issue your users will have a bad experience.What kinds of things can go wrong in this Web application delivery chain? Unfortunately, there is a long list. This slide shows examples of the various issues that can occur at any point along the chain. It’s pretty ugly, because there’s a lot that can go wrong. Some of these can occur inside your firewall, but they won’t show up on system monitoring tools.Problems happen every day. And the harsh reality is: You can get them right one day and something goes wrong the next.Your users expect you to prevent issues. If they try to visit your mobile site or run your mobile application and it doesn’t work, they hold you responsible.
  • Once recorded quickly & easily provision your tests across major national network operators across North America, Europe and Asia. With full object level detail available almost immediately optimizing mobile websites and applications has never been easier.
  • Each test features detailed performance metrics for each of the devices, geographies and networks provisioned.For example a test recorded with a Nokia N95 device profile can be provisioned in Boston on Sprint, Verizon, T-Mobile, and AT&T - and to facilitate troubleshooting a wired baseline is also available at each location.

6 Best Practices for Successful Mobile Web, SMS and Application Performance and Availability Monitoring and Optimization 6 Best Practices for Successful Mobile Web, SMS and Application Performance and Availability Monitoring and Optimization Presentation Transcript

  • 6 Best Practices For Successful Mobile Performance Monitoring
    Stephen Pierzchala, Senior Consultant, Gomez
  • The Year of Mobile…
  • Key Mobile Trends
    Mobile Web usage is growing fast
    • US Mobile Internet audience grew 74% between Feb. ‘07 and Feb. ‘09
    • Daily US Mobile Web access >2X Jan 08 to 09
    • AT&T experienced 50x mobile data traffic increase in past 3 years
    SMS usage (texting) is growing fast
    • U.S. consumers sent 1 trillion text messages (SMS) in 2008 almost tripling 2007 traffic of 363 billion text messages
    Mobile app usage is growing fast
    • Within 1 year Apple reached 1.5 billion App Store downloads
    • RIM, Nokia, Microsoft and Google app stores following suit
    Sources: Mary-Meeker, Morgan Stanley; http://www.nielsen-online.com/emc/0904_report/nielsen-online-global-lanscapefinal1.pdf
  • Key Mobile Trends
    Revenue from mobile is growing fast
    • Shoppers spent $400m this year on merchandise using eBay’s iPhone application
    • North American mobile commerce sales will top $750 million in 2009
    • Mobile advertising is growing at a rapid pace
    Smartphones and 3G networks are changing user expectations about quality of mobile Web experiences
    Smartphones expected to surge from 139M in 2008 to 295M in 2010
    3G network speeds can be six times as fast as 2 and 2.5G predecessors
    "The iPhone is a game-changer”
    Matt Murphy, Kleiner Perkins
    Sources: http://www.mobilemarketer.com/cms/news/commerce/4248.html, http://www.internetretailer.com/article.asp?id=32296
  • 58% of mobile phone users expect websites to load as quickly, almost as quickly or faster on their mobile phone, compared to the computer they use at home*
    *Among adults who accessed the internet with a mobile phone in the past 12 months (n=1,001) – Gomez Mobile Web Experience Survey conducted by Equation Research
  • 60% of mobile web users have had a problem in the past year when accessing a website on their phone*
    *Among adults who accessed the internet with a mobile phone in the past 12 months (n=1,001) – Gomez Mobile Web Experience Survey conducted by Equation Research
  • Slow load time was the number one issue, experienced by almost 75% of them*
    *Among adults who accessed the internet with a mobile phone in the past 12 months (n=602) – Gomez Mobile Web Experience Survey conducted by Equation Research
  • Mobile Performance Issues Impact The Bottom Line
    Publisher invests heavily in new mobile application and marketing to drive uptake
    Mobile application and supporting infrastructure not optimized and monitored for performance
  • Optimized Mobile Performance Drives Adoption
    Mobile application suffers drop in page views after initial re-launch spike, but page views stabilize and increase once application has been optimized for performance
  • Mobile Web Uncontrolled & Unpredictable
    Limited Visibility From End-User POV
    Difficult To Identify & Resolve Problems
    Siloed Mobile & Web Monitoring Solutions
    How To Overcome Mobile Performance Challenges?
  • Mobile Monitoring Best Practice # 1
    Bring all stakeholders into the Quality of Experience (QoE) process
    Enhance collaboration and productivity among functional teams
    e-business/m-business executives can make a stronger case for more infrastructure support where needed
    IT can also help e-business/m-business teams see what effect new functionalities may have on the end-user experience
  • Mobile Monitoring Best Practice # 2
    Test across the entire Web application delivery chain
    …user is NOT happy
    The Web Application Delivery Chain
    Systems management tools: a “OK”
    3rd Party/Cloud Services
    Browsers and devices
    Local ISP
    Users
    Load Balancers
    • Non-optimized mobile content
    • Bad performance under load
    • Blocking content delivery
    • Incorrect geo-targeted content
    • Missing content
    • 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
    Web Servers
    • Configuration errors
    • Mobile component failure
    • Application design issues
    • Code defects
    • Insufficient infrastructure
    Mobile Components
    • Network peering problems
    • Outages
    App Servers
    Internet
    • Network resource shortage
    • Faulty content transcoding
    • SMS routing / latency issues
    MajorISP
    DB Servers
    Mobile Carrier
    • Configuration issues
    • Oversubscribed POP
    • Poor routing optimization
    • Low cache hit rate
    Storage
    Mainframe
    Network
    Content DeliveryNetworks
    Traditional zone of control
    Zone of customer expectation
  • Mobile Monitoring Best Practice # 3
    Test and monitor from your end-users’ perspective
    Quickly & easily provision tests on major national network operators across North America, Europe and APAC
    Optimize mobile websites and applications across your end-users’ geographies
  • Mobile Monitoring Best Practice # 3
    Optimize mobile websites & applications across your end-users’ devices
    Optimize mobile websites & applications across your end-users’ networks
  • Mobile Monitoring Best Practice # 4
    Share common experience management technologies, metrics and best practices across your mobile and Web initiatives
    Mobile Applications
    Maximize operational efficiencies by leveraging common technology, metrics & reporting, and best practices & skills across mobile and Web initiatives
    SMS
    Mobile Websites
    “Traditional” Websites
  • Mobile Monitoring Best Practice # 5
    Test and monitor at a frequency to ensure you can resolve issues before end-users are impacted
    Identify performance & availability issues before customers are impacted with dynamic, real-time alerts
    Quickly resolve issues with object level detail & screen capture on error
  • Mobile Monitoring Best Practice # 6
    Establish a baseline for historical analysis and benchmark yourself against the competition
    Competitor 1
    Competitor 2
    Baseline
  • 6 Best Practices For Quality Mobile Web Experiences
    Bring all stakeholders into the Quality of Experience (QoE) process
    Test across the entire Web application delivery chain
    Test and monitor from your end-users’ perspective
    Share common experience management technologies, metrics and best practices across your mobile and Web initiatives
    Test and monitor at a frequency to ensure you can resolve issues before end-users are impacted
    Establish a baseline for historical analysis and benchmark yourself against the competition
  • DON’T LEAVE THE MOBILE WEB EXPERIENCE TO CHANCE
    If you are interested in finding out more, or signing-up for a two week Active Mobile XF evaluation, please contact your Account Manager or visit Gomez.com