Real User Experience Insight
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Real User Experience Insight

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Real User Experience Insight

Real User Experience Insight

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  • 1. <Insert Picture Here> Real User Experience Insight iTech Kevin Zhang (gong.zhang@oracle.com)
  • 2. Solution Talk – A Summary Copyright © 2008, Oracle and/or its affiliates. All rights reserved. 2
  • 3. Solution Talk – A Case Study Industry - General ( web based business ) Business Problem  Maintenance cost  Service level and customer satisfaction  Revenue lost due to transaction failure Product Used – Real User Experience Insight Customer Profile This customer is an virtual retail company (We call it websell company) who is running on-line store through web. Most of its business are from internet. Shopping experience on web is very important to the success of this company. Copyright © 2008, Oracle and/or its affiliates. All rights reserved. 3
  • 4. Solution Talk – What Challenges were responded to ?? Copyright © 2008, Oracle and/or its affiliates. All rights reserved. 4
  • 5. Customer Requirements and Challenges Requirement Decrease frustrated user access to prevent potential revenue lost Helpdesk should address performance issue quickly to improve customer satisfaction and reduce cost Provide insight for both business and IT staff on real end user metrics.. Challenge No effective way to monitor real end-user experience during online shopping Lack of effective report tool for trend analysis and proactive action Most of the time is spent either reporting problems or identifying who can resolve the problems Production system is running 7X24 , all the approach must be both non- intrusive and secure Copyright © 2008, Oracle and/or its affiliates. All rights reserved. 5
  • 6. Solution Talk – What Did we propose ?? RUEI (Real User Experience Insight) Copyright © 2008, Oracle and/or its affiliates. All rights reserved. 6
  • 7. Oracle Enterprise Manager Top-Down Application Management Application Application Operations Quality Management Management Real User Experience Monitoring Load Testing and Service Level Accelerators for Management Packaged Apps & Web Services Packaged Application Management Functional Testing and Accelerators for SOA Application Management Packaged Apps & Web Services Diagnostic and Tuning Test Management Provisioning, Configuration Management Real Application Testing Change Tracking Data Masking and Synchronization Complete solution spanning all phases from development through production Red products are included in SAM sales model
  • 8. Real User Experience Insight How does it work? Collected data: Page request • Client-ip, Server-ip, Gateway-ip Network Response Time • Requested URL (Page,Object) • Cookie/Session-id Internet • Referrer Internet • GET & POST requests • User agents (phone type) Firewall Oracle RUEI Switch Server Response Time • Response? • Server error, web site error, Web Web Web Hit OK server server server • Content of page (i.e order details, functional errors) • Delivered? • Aborted? DB DB • Network timeout?
  • 9. Solution Talk – What did we achieve ?? Copyright © 2008, Oracle and/or its affiliates. All rights reserved. 9
  • 10. Key benefits  Proactive Monitoring And Diagnostics prevents revenue lost Business administrator is able to proactively find out hidden issue inside business transaction through the analyzing report to the web transaction history data and trend.  Faster response to customer call Validating a user’s problem and responding quickly - Using strong error replay tool , root cause of single user’s accessing failure can be quickly addressed. customer satisfaction is increased and cost is saved.  Easily Bottleneck Analysis System bottleneck can be easily found out by simple drill down and click , which increases efficiency and saves cost.  Powerful business and IT insight improves efficency Dashboard with rich report provides both business and IT insight based on real user metrics .  Passive technology, no instrumentation needed to the applications Copyright © 2008, Oracle and/or its affiliates. All rights reserved. 10
  • 11. Proactive Monitoring And Diagnostics prevents revenue lost The transaction funnel shows the trend of how many people walk through each of the steps needed to buy something from our tool shop you can find that at this step the amount of people dropping off actually rises dramatically and more potential revenue were lost. Why ??
  • 12. Proactive Monitoring And Diagnostics prevents revenue lost Drill down analysis shows many content error has caused the dramatic dropping off .
  • 13. Proactive Monitoring And Diagnostics prevents revenue lost By further drilldown, we can find out the reason : A product is out of stock. We can easily find out the product that was out of stock - one of the best selling articles!! Please order more from vendor!!!
  • 14. Faster response to customer call A client calls in to the support desk stating he tried to finish a transaction but actually experienced a error in the application. The support engineer asks for the login name and time this error occurred and quickly identifies the user session.
  • 15. Faster response to customer call The support engineer click into the session and find all the pages accessed in this session . He finds the error page easily . But he need more information to understand what’s wrong .
  • 16. Faster response to customer call By clicking the page, support engineer can review the error page and find out that the user tried to purchase a product which was not available . So support engineer will suggest the customer to purchase other products or waiting for the product . The call can be closed in minutes!! Cost is saved and customer satisfaction is improved!!
  • 17. Easily Bottleneck Analyzing System administrator can find the top three applications with the highest load and slowest response from the dashboard page . But the login application should not have such high load , so he decide to investigate around this ….. What can he find ?
  • 18. Easily Bottleneck Analysis By further drilldown, the administrator find that the Home page group is the bottle neck. Since there are many pages in this group , he still need to identify the single page for this.
  • 19. Easily Bottleneck Analysis By a single click , the administrator can narrow down the scope to the pages in scripts context.
  • 20. Easily Bottleneck Analysis Another click shows that the root cause is located in “do clientstats.jsp” Application owner and developer should be notified to check their application !!!
  • 21. Powerful business and IT insight High amount of frustrated access means revenue lost Satisfied Tolerating Frustrated Access Access Access Copyright © 2008, Oracle and/or its affiliates. All rights reserved. 21
  • 22. Powerful business and IT insight Dash board with rich report including monitoring, alert can help IT staff realizing the system health status - based on real user experience metrics Copyright © 2008, Oracle and/or its affiliates. All rights reserved. 22
  • 23. Solution Talk – What potential this solution has ?? Copyright © 2008, Oracle and/or its affiliates. All rights reserved. 23
  • 24. Solution Talk – What is the further Potential ? Why this Asset ?  RUEI provide a powerful tool for customer to monitor their application based on real user experience . This demo showed the key features with a case from a virtual online store – which can help the SC/Sales easily understanding the benefit of RUEI solution. Reuse  Easily reused to the customer whose business is heavily relied on web application. Learn More  http://www.oracle.com/technology/software/products/oem/htdocs/real_user_exper ience_insight.html Copyright © 2008, Oracle and/or its affiliates. All rights reserved. 24
  • 25. Solution Talk – Thanks !! Copyright © 2008, Oracle and/or its affiliates. All rights reserved. 25