10 Gotchas of Mobile Apps in the Enterprise

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Business decision makers across a variety of companies and industries often have a lot of the same frustrations when it comes to deploying mobile projects. Enterprise IT managers typically can list …

Business decision makers across a variety of companies and industries often have a lot of the same frustrations when it comes to deploying mobile projects. Enterprise IT managers typically can list off common mistakes they've made, learned from, and vowed never to repeat again while bringing mobile apps to market. These slides review the top 10 mobile traps others have fallen into to help avoid them on your own mobile path.

In this presentation you'll learn:

-What are the top 10 "gotchas" experienced by mobile professionals
-What lessons have others learned the hard way in deploying mobile apps in the enterprise
-Examples of successful mobile app deployments and how they minimized the potential risk for costly mistakes

More in: Technology , Business
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  • On the positive side of the ledger, the enterprise mobility market matured (or exploded) in 2012. It came out of infancy and entered adolescence in certain respects. IT got much more involved – or was forced to get involved – which is great for Antenna as our core value has always resonated with the more technology-minded professionalsNative became sexy again, and enthusiasm for mobile web/HTML5/etc. became much more realistic as a result of a few tech juggernauts (e.g., Facebook) falling short of user expectations with their mobile web appsBut most importantly – what REALLY ignited this market – was the BYOD phenomenon. Unfortunately, Antenna and others of our MADP ilk were the immediate benefactors of this market tipping point. Instead, MDM players like A/W, Mobile Iron, Good, and others started printing money as IT groups began buying licenses en masse in a very knee-jerk manner for fear they would lose control (or possibly their jobs) if they didn’t get in front of this trend that had a life of its own.One the negative side of the ledger, while it’s hard to prove … anecdotally … the global economic crisis has certainly had in impact of buying patterns and investments in transformative technologies.But, what really affected us and caught us somewhat flat-footed was the wide use, adoption, implementation of free/open development toolsets. It put a spotlight on the fact that developers hold the keys in many respects and prefer to use the likes of Sencha, Jquery Mobile, PhoneGap to get to market quickly and inexpensively.
  • So without the sales pitch I’ll just leave you with this clear summary of what AMPchroma does and invite you to visit our web site to learn more.
  • I’m talking again about enterprise mobility. It’s not quite as simple as I made it out to be a minute ago.Designing one app is hard work. Figuring out how to build the app and deploy the app and manage the app and secure the content is all hard work. But it’s all required for enterprise mobile apps.The issue is that after the app has shipped, you’re not done. Not only are you not done with that first app, because you need to iterate, but most enterprises are building many more than just one app. A survey by McKinsey late last year found that most CIOs said they expect to deploy more than TWO DOZEN mobility apps in the next 2 years.So what? Well, if you’re going to do something dozens of times, it probably makes sense to invest in some sort of system, or platform, to streamline that process and automate that process and make it easier to repeat. But this isn’t a sales pitch…
  • I’m talking again about enterprise mobility. It’s not quite as simple as I made it out to be a minute ago.Designing one app is hard work. Figuring out how to build the app and deploy the app and manage the app and secure the content is all hard work. But it’s all required for enterprise mobile apps.The issue is that after the app has shipped, you’re not done. Not only are you not done with that first app, because you need to iterate, but most enterprises are building many more than just one app. A survey by McKinsey late last year found that most CIOs said they expect to deploy more than TWO DOZEN mobility apps in the next 2 years.So what? Well, if you’re going to do something dozens of times, it probably makes sense to invest in some sort of system, or platform, to streamline that process and automate that process and make it easier to repeat. But this isn’t a sales pitch…
  • Android is a seriously fragmented operating system, and it's only getting more fragmented. OpenSignal, which makes an app that measures network performance, produced the following chart on the state of Android based on its users. It used the last 682,000 downloads of its app to produce the chart.It says there are 11,868 distinct Android devices, up from 3,997 Android devices last year. While this sounds like a mess for developers, Google has 1 million apps in its Google Play app store for Android. That's more than Apple has for its App Store. So, the fragmentation isn't turning off developers.Read more: http://www.businessinsider.com/chart-of-the-day-androids-insane-fragmentation-2013-7#ixzz2gO7NqASS
  • But before we go into too much detail, let’s take a step back and remember why these middleware technologies exist at all.The reason mobile middleware is so valuable, especially in the enterprise for what we call B2E or business-to-employee apps, is that the middleware provides an integration layer between the new mobile apps and the legacy enterprise systems. Things like CRM, ERP, HR Management, Workflow Assignments, Customer Service, just the whole scope of enterprise business software. Now anyone familiar with a three-tier client-server architecture won’t be surprised that it exists for mobile as well. But in the mobile space it’s actually even more important to have that middle tier because legacy enterprise systems tend to use communications protocols like SOAP or XML-RPC or things that are even older. And most of those protocols are what we call “chatty” or “verbose” or just heavy, meaning that along with requested data comes a whole bunch of overhead like headers, footers, and request/response information. And there can be dozens of these protocols, even in the same enterprise.But mobile devices treat bandwidth as more of scarce commodity and they’ve tended to standardize on lightweight protocols like REST and JSON bundles. Remember, for mobile devices connectivity can be sporadic and inconsistent, so it’s a good idea to transfer the least amount of data possible, and that’s what these lightweight protocols do.So the middleware tier is really useful for converting all the data from these legacy systems and protocols into common, modern, lightweight protocols. And at the same time, it provides a layer of security between backend enterprise systems and all these new mobile devices that are suddenly connected to the network.So, there’s a very good reason for mobile middleware.
  • Right! They won’t do it.Even when they are required to implement certain device-level security that’s MANDATED by the company, they probably forget or are too lazy or maybe even too BUSY to do it.According to a survey by Ponemon Research & Websense, only 6% of IT department heads believe that their employees actually comply with mandatory device-level security policies.So why is BYOS not a term you hear about? Because there’s no such thing.
  • Which raises the question, why do I keep putting this thing in the middle called a “MOBILE PLATFORM?”Well, a mobile platform can help IT Managers to administer and control the security of enterprise mobile apps. A mobile platform provides a central management point for mobile access to enterprise applications and data. by centralizing that access, it’s easier to monitor and manage. And ultimately it delivers greater control to the mobile architect.
  • If you’ve ever ridden on an Amtrak train you know that until last year the ticketing process was pretty tedious and conductors were still manually hole-punching tickets, collecting tickets for each route, and mailing them to a revenue center in Texas for data entry. It used to take Amtrak almost a week to recognize revenue for each train route. To fix that, Amtrak worked in with Antenna, Deloitte Digital and AT&T to develop a mobile eTicketing app for the iPhone that lets conductors to scan tickets in real-time (either via printed tickets or directly from a device) – automatically “lifting” riders into Amtrak’s systems. The device is also fitted with a credit card sled that enables conductors to sell tickets, modify existing reservations, or offer refunds – right on the train. Now everything is happening in real time. Not only is the data better and more reliable, but it’s available immediately.Amtrak had to build this, there was no app already in the app store for railway ticketing.Eaton’s PowerSource App is an interactive, multimedia iPad app that has helped Eaton shorten the sales cycle from days to minutes. The app replaces 15 to 20, 500-page printed product catalogs and contains detailed information on more than 200,000 hydraulic products that Eaton sales representatives and distributors can access anytime and anywhere, online or offline. And it’s really an amazing app because you can take these complicated looking hydraulic products and parts and rotate them in 3D to see if it’s exactly the right thing. You’d be hard pressed to do that with a catalog.But Eaton had to build this app, there was no app already in the app store for hydraulic parts visualization and inventory.Anyway, you probably get the idea. From FEMA to Xerox to Coke, companies are building mission-critical apps for mobile devices. And there’s not already an app for any of them.
  • Number one is not at all obvious. Mobile first does not mean “mobile only.”“Mobile first” is kind of new age mantra for some developers to remind themselves that many applications need to be mobile friendly. You hear it a lot when people talk about designing new web sites or even new business processes. But it’s important to remember that the world hasn’t gone 100% mobile just yet. And a new mobile app has to be, in many cases, landline friendly.I think the best example of this is the Amtrak app. I take the train between New York and Boston almost every week. And I notice that more and more people are using their mobile device to show their ticket. And the conductors are now 100% proficient with iPhone scanners. So it’s “mobile first,” right?Well, no. Not really. I don’t buy my ticket from the app, I typically buy my ticket on the Amtrak web site. But when I do that the ticket shows up in my app within seconds. And if anything ever went wrong, or I lost my phone, or I forgot to buy a ticket online, I could always go to one of the kiosks in the station and print my ticket out, or buy a new one. So it’s mobile friendly, yes, but it’s not mobile only. Amtrak realizes that mobile is just one channel for passengers to buy and store tickets. So they designed their system to integrate mobile perfectly, but they didn’t discard all the other ways they service their passengers. It’ll be interesting to watch over the next several years to see if businesses like Amtrak can ever truly phase out things like paper tickets and kiosks in favor of mobile devices and web.

Transcript

  • 1. The 10 GOTCHAS of Mobile Apps in the Enterprise © Copyright 2013 Antenna Software, Inc. All rights reserved. Presented by: • Jim Somers, Chief Marketing & Strategy Officer • Steve O‟Brien, VP Product Marketing October 3, 2013 Confidential. Do not distribute.
  • 2. 2 WHY WE’RE HERE Confidential. Do not distribute. © Copyright 2013 Antenna Software, Inc. All rights reserved.
  • 3. WELCOME & INTRODUCTIONS • Welcome • The top 10 "gotchas” • Lessons Learned • Examples of successful mobile app deployments • Q&A Your Hosts: Our Agenda: 3 © Copyright 2013 Antenna Software, Inc. All rights reserved. Steve O’Brien VP, Product Marketing Antenna Software Jim Somers Chief Marketing & Strategy Officer Antenna Software Confidential. Do not distribute. Have a question or want to get in on the conversation? Tweet us @AntennaSoftware or #gotchaswebinar
  • 4. WHAT WE DO AMPchroma helps build, run & manage mobile apps & content Enabling enterprises to get to market faster, have more flexibility, and better manage risk in this ever-changing mobile world. 4 © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute.
  • 5. 5 Confidential. Do not distribute. © Copyright 2013 Antenna Software, Inc. All rights reserved. LET’S LIGHT THIS CANDLE
  • 6. 1. NOT INVENTED HERE 6 © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute. • Someone in IT/security got wind of the fact that we have an outside agency or services provider building an app for us. • Now they‟ve stopped the project in its tracks until they give it the nod that it passes security and compliance muster. The Gotcha! • As mobility becomes a more strategic business imperative, it is critical to get all the stakeholders at the table early on. • Establish a cross-department, multi-disciplinary “Center of Excellence” to steer your company‟s mobile roadmap. What to do
  • 7. ESTABLISH A MOBILE COE 7 “The leader of the MCoE is often an enterprise architect or a technical architect who understands the technology in a business context and has significant experience with the core business processes ...” Other competencies that may be needed in an MCoE are: 1. Communication/networking experts 2. Mobile app dev experts 3. User interface/behavioral experts 4. Test experts 5. Communication & marketing specialists 6. Mobile security specialists 7. Mobile architects 8. Project controllers 9. Data modeling specialists 10. Integration experts Confidential. Do not distribute. Leif-Olof Wallin Research VP * Put a Mobility Center of Excellence in Place to Maximize Return on Mobility, Gartner, Aug 2013 © Copyright 2013 Antenna Software, Inc. All rights reserved.
  • 8. 2. THE HIDDEN COSTS 8 © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute. • We way underestimated the time and cost for the mobile data integration. • As a result, we experienced significant cost overruns that now puts us on the defensive for a quick ROI. The Gotcha! • Don‟t have “happy ears” when the vendor downplays the integration effort, or tells you they have an adapter. • Involve your IT team in the process to get a full sense of the time/effort to integrate into the backend system(s). What to do
  • 9. COST OF MOBILITY What was the primary driving factor for costs exceeding your expectations? 9 Confidential. Do not distribute. 0% 10% 20% 30% 40% 50% 60% 70% Other Additional management and security functionality was needed Multiple design/build cycles needed to achieve the desired result We underestimated the time & complexity needed for integration 1% 30% 43% 65% 2/3 underestimated the time & effort for backend integration © Copyright 2013 Antenna Software, Inc. All rights reserved.
  • 10. MIND THE (PERCEPTION) GAP 10 Line of business requirement / assumption IT Department requirement / assumption © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute. Source: Propelics, 2013 Budget Planning for Mobile (www.propelics.com/resources/2013-budget-planning-for-mobile) LOB perception CIO/IT perception
  • 11. 3. THERE AIN’T NO SUCH THING … 11 © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute. • I‟ll just download [pick your favorite „free‟ toolset] and build the app using that. • It‟ll be cheap and fast … The Gotcha! • Many of the free toolsets can result in expensive services and support fees. • Risks can run high, so choose wisely the tool that you know has been used by other global enterprises. What to do
  • 12. 12 © Copyright 2013 Antenna Software, Inc. All rights reserved. https://cloud.google.com/pricing/ EXAMPLE: Google App Engine Pros: • Fast & cheap • Avail 24x7 • No contract Cons: • Enterprise readiness • See fine print Confidential. Do not distribute.
  • 13. 13 © Copyright 2013 Antenna Software, Inc. All rights reserved. EXAMPLE: Google App Engine https://cloud.google.com/pricing/ Confidential. Do not distribute.
  • 14. 4. ONE & DONE 14 © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute. • Once we get this app out the door we can get back to our other priorities. The Gotcha! • Don‟t just view the app as a linear project, but rather a living piece of software that needs to be iterated and maintained. • Think about reusability of app components, whether they are design elements, integrations, services, etc. What to do
  • 15. FROM TACTICAL TO STRATEGIC App “Almost all the CIOs said they expect to deploy more than 25 mobility apps in next 2 years.”* (n) Source: “Mobility Disruption: A CIO Perspective,” McKinsey & Company, Sept. 2012 App 1 X How to build the app? How to deploy the app? How to run the app? How to manage the app? How to secure the app? ? 15 © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute.
  • 16. DO THE MATH 16 © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute. Van Baker Research VP
  • 17. 5. ANDROID FRAGMENTATION 17 © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute. • Android‟s greatest strength also creates it‟s biggest challenge. • Android devices run the gamut on OS version, screen size, screen resolution, CPU, GPU, persistent storage, DRAM, etc. • Any app you write must support nearly all Android devices. The Gotcha! • Pick X most recent versions and Y most popular devices, set policy. • Allocate additional resources for testing supported versions, devices. • Allocate extra time for testing supported versions, devices. What to do
  • 18. A TALE OF TWO OS’s 18 © Copyright 2013 Antenna Software, Inc. All rights reserved. http://venturebeat.com/2013/06/21/apple-fragmentation-what-fragmentation/
  • 19. AND IT’S GETTING UGLIER TOO … 19 Source: http://opensignal.com/reports/fragmentation-2013/ “We have seen 11,868 distinct devices download our app in the past few months. In our report last year we saw 3,997.” - OpenSignal, July 2013 © Copyright 2013 Antenna Software, Inc. All rights reserved.
  • 20. 6. DATA PRIVACY 20 © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute. • Uh-oh! We‟ve been collecting and storing information about our app users - their locations, transactions, and personal info. • And I just read that could be a serious violation in certain states or countries? The Gotcha! • Know/follow the laws (by region). • Over communicate to your users as to what you‟re collecting. • Check out: What to do http://oag.ca.gov/sites/all/files/pdfs/privacy/privacy_on_the_go.pdf http://www.pcworld.com/article/2033808/developers-get-some-tips-on-mobile-app-privacy.html
  • 21. MOST COMMON PRIVACY GOTCHAS 1. Unclear or non-existent opt-in/opt-out  Texting/emailing users without explicit permission to do so  Jiffy Lube‟s $47MM settlement 2. Unintentionally deceptive advertising techniques  Promoting premium services through free apps, unsubstantiated claims  FTC “Online Advertising Disclosure Guidelines” apply to mobile apps, mobile web  COPPA applies to mobile too 3. Failing to have legal review of privacy policy or ad copy  What data is collected  How it is used  If/when it is shared  How long, under what conditions it is retained  Disclosures must be “clear and conspicuous,” regardless of device 21 © Copyright 2013 Antenna Software, Inc. All rights reserved. Source: http://mobithinking.com/mobile-compliance-and-privacy-mistakes “74% of consumers feel it is very important to know what personal information mobile apps collect.” Confidential. Do not distribute.
  • 22. 7. RIGHT TOOL FOR THE RIGHT JOB 22 © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute. • Admittedly, people love their iPhones and are app hungry. • But don‟t just assume the iPhone is the best device for the job. What about tablets? What about peripheral support? Etc. The Gotcha! • Survey your your users. Talk to them … • Understand how they plan to use the devices and apps “in the wild.” What to do
  • 23. > Push Siebel customer data > Out to 900 US Service Technicians > Onto Laptops with air cards © Copyright 2011 Antenna Software, Inc. All rights reserved.© Copyright 2012 Antenna Software, Inc. All rights reserved. IN THE BEGINNING 23
  • 24. © Copyright 2013 Antenna Software, Inc. All rights reserved. MOBILIZED ONTO THE IPHONE 24 iPhone & Android 1,500 usersSiebel & Kronos
  • 25. © Copyright 2012 Antenna Software, Inc. All rights reserved. WHAT’S THE FUTURE LOOK LIKE? iPhone & Android 1,500 usersSiebel & Kronos Leverage TabletsLeverage the Cloud Leverage the Data 25
  • 26. 8. WEB WILL DO THE TRICK 26 © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute. • Why do I need middleware? • I can just use my existing web developers and build apps that run through our web server. The Gotcha! • Mobile is different. • Think disconnected • The different devices, screen sizes, etc • Think lots and lots of data on lots and lots of systems. What to do Source: Paul Osman @ Apistrat NYC (Feb. 2013)
  • 27. WHY MOBILE MIDDLEWARE? 27 Mobile Apps / Users Middleware Enterprise Data Diverse, legacy, verbose protocols Common, modern, lightweight protocols Secure connection © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute.
  • 28. WEB NOT OPTIMIZED FOR MOBILE APPS 28 Web Architecture Struggles … To Handle Modern Mobile Demands • Scaling means adding hardware, load balancers, routers, etc. ➝ Mobile demand requires capacity to scale elastically • Hard coded dependency between storage, delivery, presentation layer makes migration/updates painful ➝ Wireless networks require atomized components ➝ Velocity of releases require ongoing updates • Monolithic solutions don‟t enable easy integration with 3rd party partners ➝ Aggregating internal and external services demands open APIs Sources: Antenna Software & Forrester Research, Application Development & Delivery © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute.
  • 29. 9. BYOD MEANS BYOSecurity 29 © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute. • Our BYOD policy means that employees are responsible for their own security. • So as long as the apps are secure and the enterprise systems are secure, we‟re covered. The Gotcha! • Don‟t assume anything. • Perform a security audit BEFORE the app goes live, testing for user experience as well as enterprise compliance. • Or, simply don‟t build apps that require proprietary data/access. What to do
  • 30. NO SUCH THING AS BYOS 30 © Copyright 2013 Antenna Software, Inc. All rights reserved. ➜ Employees won‟t self-enforce security! of IT departments require the use of device-level security settings in the workplace 49% Confidential. Do not distribute. Source: Ponemon Research & Websense Mobile Security Survey of 4,000 IT shops believe employees actually comply6%
  • 31. A MOBILITY PLATFORM PROVIDES END-TO-END SECURITY  Awareness  Policy enforcement  Firewall configuration  Monitoring and alerting  Centralized app management  Authentication & authorization  Centralized device management  Data security before / during / after transmission 31 Mobile Platform Users, DevicesEnterprise Backends Confidential. Do not distribute. © Copyright 2013 Antenna Software, Inc. All rights reserved.
  • 32. 10. THERE’S AN APP FOR THAT (RIGHT?) 32 © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute. • There‟s a million apps in the app store, so there must already be an app that does what we need it to do. • Why invest our precious resources to reinvent the wheel? • We‟ll just buy a prepackaged app off the shelf. The Gotcha! • Don‟t just try to “mobilize” existing processes/applications. • Consider the context of the user. • How can mobile transform your business and identify new opportunities that you never thought existed before. What to do
  • 33. THE ABILITY TO TRANSFORM 33 © Copyright 2013 Antenna Software, Inc. All rights reserved. Other B2E Apps: Field Service Distribution Work assignment Trouble ticket escalation Confidential. Do not distribute.
  • 34. 11. ONE LAST “GOTCHA” 34 © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute. • “Mobile First” doesn‟t mean “Mobile Only.” • Apps work great on mobile devices, but not on the desktop. • Users are frustrated. Management is embarrassed. The Gotcha! • Disabuse yourself of the “mobile first” mindset. • The message behind “mobile first” is not meant to be literal. • Emulate the best of the best in mobile. What to do
  • 35. CASE STUDY: AMTRAK 35 © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute.
  • 36. “GOTCHAS” - 3 MAIN CATEGORIES 36 1. Mobile is Different  Not like Web or typical enterprise apps  Use cases, user‟s expectations, management‟s requirements 2. B2E is not the same as B2C or even B2B  Enterprise security  Enterprise compliance  Enterprise user requirements 3. Prior Planning Prevents Poor Performance  Allocate appropriate budget  Allocate appropriate time  Testing & integration frequently overlooked © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute.
  • 37. KEY TAKEAWAYS 37 © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute.
  • 38. WANT TO LEARN MORE? ➜ Contact us @ 201.239.7980 or info@antennasoftware.com to learn more about AMPchroma Visit us online to see our library of many Mobile Masters Webinars available on-demand 38 © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute. http://info.antennasoftware.com/MMWS.html
  • 39. QUESTIONS? © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute. Have a question or want to get in on the conversation? Tweet us @AntennaSoftware or #gotchaswebinar
  • 40. THANK YOU © Copyright 2013 Antenna Software, Inc. All rights reserved.Confidential. Do not distribute.