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@jeroentjepkema
Founder & CEO
Slides: bit.ly/MW-OOnfs13
Content

vs.

Performance
How we perceive performance....
How we perceive performance....
15%-20% worse than in reality
How we perceive performance....
15%-20% worse than in reality
Slow downs have more impact
How we perceive performance....
15%-20% worse than in reality
Slow downs have more impact
Task completion has positive imp...
How we perceive performance....
15%-20% worse than in reality
Slow downs have more impact
Task completion has positive imp...
A simple online business model:
Marketing

Conversion Optimization
New
visitors

Search
Tweets
Mentions
ADs seen

Conversi...
Dutch consumers visit 18-23 websites
before they finally convert
Source: TNS/Nipo
Performance influence cycle

Search/Orientation phase
1

Perception of performance
http://twinkle100.measureworks.nl
Performance influence cycle

Stimulate content/
conversion
4

Search/Orientation phase

5

1

Perception of performance
htt...
Need
for
Speed

@jeroentjepkema, MeasureWorks
@jeroentjepkema, MeasureWorks
0

Source: Jakob Nielsen
1
0,3
0

Interaction: Let’s conversate...

Instantaneous: I like it!
Source: Jakob Nielsen
3
1
0,3
0

Mmm, shall I click away?
Interaction: Let’s conversate...

Instantaneous: I like it!
Source: Jakob Nielsen
10
Only if the task/content is relevant

3
1
0,3
0

Mmm, shall I click away?
Interaction: Let’s conversate...

Instantaneo...
0:00 sec.
Conversation
starts
0:00 sec.
Conversation
starts

2.5 sec.
First reply
4.5 sec.
Finish
conversation

0:00 sec.
Conversation
starts

2.5 sec.
First reply
4.5 sec.
Finish
conversation

0:00 sec.
Conversation
starts

Comfort zone

Tolerated

2.5 sec.
First reply

Frustrated
The holy grail in experience is

“flow state”
“”

Flow is an

optimal experience
that is
“intrinsically enjoyable”
Provide relevant
content to support
task completion
Deliver it fast,
focus on perception
http://www.nytimes.com/2012/08/19/opinion/sunday/why-waiting-in-line-is-torture.html?pagewanted=all&_r=0
http://answers.yahoo.com/question/index?qid=1005081200005
That’s not my
website?
Over 60% of people that experienced a slow website ranked
design 2 points lower compared to a fast experience
Slow

Averag...
Experience
the
difference

Tested with webpagetest.org (3G traffic shaping, 2000Kbps Down, 1000 Kbps Up, 150ms latency)
Perception
vs.

Technology
Desktop shopping experience setup....

Buy a summer
holiday:
100 users

‣ From 5 selected websites
‣ Rank from fastest to
...
Perceived

Technology

(User Ranking)

(Full page download)

1

Sunweb

2

D-reizen

3

Neckermann

4

Arke

5

Globe

Tec...
Perceived

Technology

(User Ranking)

(Full page download)

1

Sunweb

Sunweb

2

D-reizen

Globe

3

Neckermann

Neckerm...
Perceived

Technology

(User Ranking)

(Full page download)

1

Sunweb

Sunweb

2

D-reizen

Globe

3

Neckermann

Neckerm...
Globe

Neckermann
Sundio

D-reizen

Arke
M-commerce?
Mobile shopping experience setup....

100 mobile users

Perform 2 tasks:
‣Buy a book
‣Buy a T-shirt

Mobile browsers only
...
#1:
Speed
Functional issues
reported with
Zalando

50

37,5

Round 1

25

45

42,1

12,5

15,4
0

Zalando

HM

20
7,7
V&D

24

3,9
T...
Nexus - Android - 3G
Tested with webpagetest.org (3G traffic shaping, 2000Kbps Down, 1000 Kbps Up, 150ms latency)
Nexus - Android - 3G

Tested with webpagetest.org (3G traffic shaping, 2000Kbps Down, 1000 Kbps Up, 150ms latency)
#2:
Usability
Bol.com

Selexyz

De Boekerij

ECI

Bruna

Cosmox

Mobile
Readiness
100

75

50

46

44
26

24

25

16
0

Bol.com Selexyz

Bruna

Other

1. Buy a book
Mobile Only research:
- Task completion...
Mobile
Readiness
-

One touch?

+
Login or
not?
Mobile
Search
Speed matters
Complete Web Monitoring
Web Analytics

Usability

Performance

(what did they do on
the site?)

(how did they
interact with it?)

(could they do w...
“Hard” data

Web Analytics

Usability

Performance

(what did they do on
the site?)

(how did they
interact with it?)

(co...
“Hard” data

Web Analytics

Usability

Performance

(what did they do on
the site?)

(how did they
interact with it?)

(co...
Data driven
#1:
Performance
SLA
Establish a baseline:
Establish a baseline:
A pre-defined set of metrics
Establish a baseline:
A pre-defined set of metrics

that describes normal behavior
Establish a baseline:
A pre-defined set of metrics

that describes normal behavior

in order to detect variancies
Establish a baseline:
A pre-defined set of metrics

that describes normal behavior

in order to detect variancies

and to b...
A practical (and easy DIY) example:
Purchasing a book,
must be completed (speed),
where every page loads under 3 sec.,

Customer journey
Metric: Speed
Target:...
Performance SLA
100%

150%
125%
100%
75%

50%

50%
25%
25%
0%
1

2

3

4

5

6

7

8

9

10

11

12

13

14

Sessions

Bounce rate

75%
LD50: 5.2 sec.

100%
150%

100%

125%
100%
75%

50%

50%
25%
25%
0%

0%
1

2

3

4

5

6

7

8

9

10

11

12

Baseline: 2...
#2:
Collecting
Data
(CLOUD) DATA CENTER

INTERNAL USERS

CUSTOMERS

INTERNET

Third-party/
Cloud Services
Storage

Major
ISP

DB Servers Web S...
(CLOUD) DATA CENTER

INTERNAL USERS

CUSTOMERS

INTERNET

Third-party/
Cloud Services
Storage

Major
ISP

DB Servers Web S...
(CLOUD) DATA CENTER

INTERNAL USERS

CUSTOMERS

INTERNET

Third-party/
Cloud Services
Storage

Major
ISP

DB Servers Web S...
Measuring performance?
Measuring performance? Outside-in, from
the browser perspective...
Synthetic
Monitoring
Simulate business transactions
Used for error detection & Root Cause Analysis
Ultimately, synthetic monitoring shows you if your
site’s working or not...
Real User
Monitoring
But, synthetic isn’t enough...
Synthetic heartbeat

Real Users

But, synthetic isn’t enough...
Relies on navigation timing API, custom variables can be added

Turn on

“Site Speed”
in your GA
account!
Or try
Soasta “Light”
Ultimately, Real User Monitoring shows you how many
users are affected by bad performance...
#3:
Performance
analytics
Service levels

Service Level Report
KPI’s
082

084

Performance (avg)

Page 1
www.homepage.nl

Loadtime.
Loadtime
Availab...
Online Satisfaction Report
100
Availability (%)

80

400
0
-400
-800
-1200

60
40
20

Page 1
Page 11
0

Mentions (#)

1200...
Speed vs. Engagement per month (Non-Bounce)
90
78,75

56,25

Pageviews (#)

Non-Bounce rate (%)

67,5

45
33,75
22,5
11,25...
Revenue risked

100.000 visits

(Performance/Time Period/Percentiles)

Optimal Flow (P_25)

Bouncerate (%)

Potential Conv...
If anything else...
Deliver
fast(er)
Measure
Real Usage
Find out
where to
improve?
Focus on a fast
experience

…without it,
NO time for
content
Go check your site @

Webpagetest.org
Slides: bit.ly/MW-OOnfs13
Thanks! More questions?
M: jtjepkema@measureworks.nl
T: @jeroentjepkema
W: www.measureworks.nl
Outrun your
competitors
Optimize all
your touch
points
Regular website

Mobile Web

Deliver the same experience to all your (mobile) users

Native Application
Mobile first
www.lukew.com
Deliver content accordingly
Prioritize your business goals

Mobile first
www.lukew.com
Design for
(mobile)
use cases
Focus on
task
completion
With
mobile
conditions
in mind
Optimized for the right screen
Native app

Mobile Web - Portrait

Mobile Web - Landscape
(Touch)
Screen
49%

One device,
One hand
http://www.uxmatters.com/mt/archives/2013/02/how-do-users-really-hold-mobiledevices.php?goback=....
Golden
touch

http://www.uxmatters.com/mt/archives/2013/02/how-do-users-really-hold-mobiledevices.php?goback=.gmp_72842.gd...
Make it

(feel) fast!
Abandonment"Rate"Across"200+"Sites"/"177+"Million"Page"Views"
Over"2"weeks"/"All#Browsers#
30"

Abandonment"Rate"(%)"

25"...
Abandonment"Rate"Across"200+"Sites"/"177+"Million"Page"Views"
Abandonment"Rate"Across"200+"Sites"/"177+"Million"Page"Views...
MeasureWorks  - Online Optimizers & Analytics meetup Stockholm - Need for Speed
MeasureWorks  - Online Optimizers & Analytics meetup Stockholm - Need for Speed
MeasureWorks  - Online Optimizers & Analytics meetup Stockholm - Need for Speed
MeasureWorks  - Online Optimizers & Analytics meetup Stockholm - Need for Speed
MeasureWorks  - Online Optimizers & Analytics meetup Stockholm - Need for Speed
MeasureWorks  - Online Optimizers & Analytics meetup Stockholm - Need for Speed
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MeasureWorks - Online Optimizers & Analytics meetup Stockholm - Need for Speed

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Slides from session at the Online Optimizers & Analytics meetup Stockholm... About performance, ux & analytics...

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MeasureWorks - Online Optimizers & Analytics meetup Stockholm - Need for Speed

  1. 1. @jeroentjepkema Founder & CEO
  2. 2. Slides: bit.ly/MW-OOnfs13
  3. 3. Content vs. Performance
  4. 4. How we perceive performance....
  5. 5. How we perceive performance.... 15%-20% worse than in reality
  6. 6. How we perceive performance.... 15%-20% worse than in reality Slow downs have more impact
  7. 7. How we perceive performance.... 15%-20% worse than in reality Slow downs have more impact Task completion has positive impact
  8. 8. How we perceive performance.... 15%-20% worse than in reality Slow downs have more impact Task completion has positive impact Always compared to past experiences
  9. 9. A simple online business model: Marketing Conversion Optimization New visitors Search Tweets Mentions ADs seen Conversion rate Growth Number of visits Loss Bounce rate Revenue Pages per visit Time on site X Order value
  10. 10. Dutch consumers visit 18-23 websites before they finally convert Source: TNS/Nipo
  11. 11. Performance influence cycle Search/Orientation phase 1 Perception of performance http://twinkle100.measureworks.nl
  12. 12. Performance influence cycle Stimulate content/ conversion 4 Search/Orientation phase 5 1 Perception of performance http://twinkle100.measureworks.nl Delivered performance 3 2 Your website
  13. 13. Need for Speed @jeroentjepkema, MeasureWorks @jeroentjepkema, MeasureWorks
  14. 14. 0 Source: Jakob Nielsen
  15. 15. 1 0,3 0 Interaction: Let’s conversate... Instantaneous: I like it! Source: Jakob Nielsen
  16. 16. 3 1 0,3 0 Mmm, shall I click away? Interaction: Let’s conversate... Instantaneous: I like it! Source: Jakob Nielsen
  17. 17. 10 Only if the task/content is relevant 3 1 0,3 0 Mmm, shall I click away? Interaction: Let’s conversate... Instantaneous: I like it! Source: Jakob Nielsen
  18. 18. 0:00 sec. Conversation starts
  19. 19. 0:00 sec. Conversation starts 2.5 sec. First reply
  20. 20. 4.5 sec. Finish conversation 0:00 sec. Conversation starts 2.5 sec. First reply
  21. 21. 4.5 sec. Finish conversation 0:00 sec. Conversation starts Comfort zone Tolerated 2.5 sec. First reply Frustrated
  22. 22. The holy grail in experience is “flow state”
  23. 23. “” Flow is an optimal experience that is “intrinsically enjoyable”
  24. 24. Provide relevant content to support task completion
  25. 25. Deliver it fast, focus on perception
  26. 26. http://www.nytimes.com/2012/08/19/opinion/sunday/why-waiting-in-line-is-torture.html?pagewanted=all&_r=0
  27. 27. http://answers.yahoo.com/question/index?qid=1005081200005
  28. 28. That’s not my website?
  29. 29. Over 60% of people that experienced a slow website ranked design 2 points lower compared to a fast experience Slow Average Fast % of respondents that rated the actual website speed 100 75 50 25 0 1 2 3 Design score (1=bad - 5=beautiful) 4 5
  30. 30. Experience the difference Tested with webpagetest.org (3G traffic shaping, 2000Kbps Down, 1000 Kbps Up, 150ms latency)
  31. 31. Perception vs. Technology
  32. 32. Desktop shopping experience setup.... Buy a summer holiday: 100 users ‣ From 5 selected websites ‣ Rank from fastest to slowest after task execution No measurements tools allowed ;-) Desktop only, either via LAN or WiFi
  33. 33. Perceived Technology (User Ranking) (Full page download) 1 Sunweb 2 D-reizen 3 Neckermann 4 Arke 5 Globe Technology vs. Perceived Study performed by MeasureWorks for Emerce eTravel, 2013
  34. 34. Perceived Technology (User Ranking) (Full page download) 1 Sunweb Sunweb 2 D-reizen Globe 3 Neckermann Neckermann 4 Arke D-reizen Globe Arke 5 Technology vs. Perceived Study performed by MeasureWorks for Emerce eTravel, 2013
  35. 35. Perceived Technology (User Ranking) (Full page download) 1 Sunweb Sunweb 2 D-reizen Globe 3 Neckermann Neckermann 4 Arke D-reizen Globe Arke 5 Technology vs. Perceived Study performed by MeasureWorks for Emerce eTravel, 2013
  36. 36. Globe Neckermann Sundio D-reizen Arke
  37. 37. M-commerce?
  38. 38. Mobile shopping experience setup.... 100 mobile users Perform 2 tasks: ‣Buy a book ‣Buy a T-shirt Mobile browsers only via 3G, no WiFi
  39. 39. #1: Speed
  40. 40. Functional issues reported with Zalando 50 37,5 Round 1 25 45 42,1 12,5 15,4 0 Zalando HM 20 7,7 V&D 24 3,9 Tom Tailor 4 Design 1. Buy a T-shirt Speed Mobile Readiness Other 2. Feedback 40 30 Round 2 20 10 12 0 54 34 Zalando Mobile Only research: - Task completion: Only use smartphone to buy a book - N = 100, users range from 20-65 15,4 HM 8 V&D Tom Tailor 21 Design 18 Speed 6 Mobile Readiness Other
  41. 41. Nexus - Android - 3G Tested with webpagetest.org (3G traffic shaping, 2000Kbps Down, 1000 Kbps Up, 150ms latency)
  42. 42. Nexus - Android - 3G Tested with webpagetest.org (3G traffic shaping, 2000Kbps Down, 1000 Kbps Up, 150ms latency)
  43. 43. #2: Usability
  44. 44. Bol.com Selexyz De Boekerij ECI Bruna Cosmox Mobile Readiness
  45. 45. 100 75 50 46 44 26 24 25 16 0 Bol.com Selexyz Bruna Other 1. Buy a book Mobile Only research: - Task completion: Only use smartphone to buy a book - N = 100, users range from 20-65 Design Speed 16 Mobile Readiness 2. Feedback bol.com 16 Other Design 12 Speed Mobile Readiness Other 3. Feedback from different stores
  46. 46. Mobile Readiness
  47. 47. - One touch? +
  48. 48. Login or not?
  49. 49. Mobile Search
  50. 50. Speed matters
  51. 51. Complete Web Monitoring
  52. 52. Web Analytics Usability Performance (what did they do on the site?) (how did they interact with it?) (could they do what they wanted to?) Complete Web Monitoring VoC Social Media Competition (what were their motivations?) (what were they saying?) (what are they up to?)
  53. 53. “Hard” data Web Analytics Usability Performance (what did they do on the site?) (how did they interact with it?) (could they do what they wanted to?) Complete Web Monitoring VoC Social Media Competition (what were their motivations?) (what were they saying?) (what are they up to?) “Soft” data
  54. 54. “Hard” data Web Analytics Usability Performance (what did they do on the site?) (how did they interact with it?) (could they do what they wanted to?) Complete Web Monitoring VoC Social Media Competition (what were their motivations?) (what were they saying?) (what are they up to?) “Soft” data
  55. 55. Data driven
  56. 56. #1: Performance SLA
  57. 57. Establish a baseline:
  58. 58. Establish a baseline: A pre-defined set of metrics
  59. 59. Establish a baseline: A pre-defined set of metrics that describes normal behavior
  60. 60. Establish a baseline: A pre-defined set of metrics that describes normal behavior in order to detect variancies
  61. 61. Establish a baseline: A pre-defined set of metrics that describes normal behavior in order to detect variancies and to be comparable within historic context
  62. 62. A practical (and easy DIY) example:
  63. 63. Purchasing a book, must be completed (speed), where every page loads under 3 sec., Customer journey Metric: Speed Target: Sec using IE9 and higher, User scenario from any location in the Netherlands, User locations for 90% of all users, every day between 6am and 12pm, measured with Real User Monitoring. Percentile Window Collection type Read more: Metrics 101, Velocityconf 2010
  64. 64. Performance SLA
  65. 65. 100% 150% 125% 100% 75% 50% 50% 25% 25% 0% 1 2 3 4 5 6 7 8 9 10 11 12 13 14 Sessions Bounce rate 75%
  66. 66. LD50: 5.2 sec. 100% 150% 100% 125% 100% 75% 50% 50% 25% 25% 0% 0% 1 2 3 4 5 6 7 8 9 10 11 12 Baseline: 2,7 sec. Poverty Line: 10,6 sec. 13 14 Sessions Bounce rate 75%
  67. 67. #2: Collecting Data
  68. 68. (CLOUD) DATA CENTER INTERNAL USERS CUSTOMERS INTERNET Third-party/ Cloud Services Storage Major ISP DB Servers Web Servers Network Mainframe Middleware Servers App Servers Load Balancers Local ISP Content Mobile Delivery Networks Carriers
  69. 69. (CLOUD) DATA CENTER INTERNAL USERS CUSTOMERS INTERNET Third-party/ Cloud Services Storage Major ISP DB Servers Web Servers Network Mainframe Middleware Servers App Servers Load Balancers This is what you control... Local ISP Content Mobile Delivery Networks Carriers
  70. 70. (CLOUD) DATA CENTER INTERNAL USERS CUSTOMERS INTERNET Third-party/ Cloud Services Storage Major ISP DB Servers Web Servers Network Mainframe Middleware Servers App Servers Load Balancers This is what you control... Local ISP Content Mobile Delivery Networks Carriers What you’re blamed for..
  71. 71. Measuring performance?
  72. 72. Measuring performance? Outside-in, from the browser perspective...
  73. 73. Synthetic Monitoring
  74. 74. Simulate business transactions
  75. 75. Used for error detection & Root Cause Analysis
  76. 76. Ultimately, synthetic monitoring shows you if your site’s working or not...
  77. 77. Real User Monitoring
  78. 78. But, synthetic isn’t enough...
  79. 79. Synthetic heartbeat Real Users But, synthetic isn’t enough...
  80. 80. Relies on navigation timing API, custom variables can be added Turn on “Site Speed” in your GA account!
  81. 81. Or try Soasta “Light”
  82. 82. Ultimately, Real User Monitoring shows you how many users are affected by bad performance...
  83. 83. #3: Performance analytics
  84. 84. Service levels Service Level Report KPI’s 082 084 Performance (avg) Page 1 www.homepage.nl Loadtime. Loadtime Availability (Document. (.fully.loaded.) complete) Competition You 5 97,0% 2,20 3,50 10% 85% Page 2 ge.nl/autoverzekeren 99,0% 2,50 3,30 20% 90% Page 3 overzekeren/afsluiten 95,0% 2,30 3,60 15% 70% 95,0% 2,43 3,57 20% 67% 1 Page 5 homepage.nl/zoeken 94,0% 2,48 3,62 23% 59% Branche 2 Page 4 homepage.nl/contact Competitors 0 Page 6 e.nl/productoverzicht 93,0% 2,53 3,67 25% 92,0% 2,58 3,72 28% 44% 3 33 34 35 ge.nl/ab8test/variant2 Page 8 91,0% 2,63 3,77 30% 37% ge.nl/facebookplugins Page 9 90,0% 2,68 3,82 33% 89,0% 2,73 3,87 35% 22% ww.homepage.nl/faq Page 11 88,0% 2,78 3,92 38% 14% 37 38 39 40 # 6 3,4 sec Is your ranking against competitors is the average performance of your competitors 40% 40% of your compeitors are faster than you 29% page.nl/muziekpagina Page 10 36 Week 52% Page 7 ge.nl/ab8test/variant1 4 Source: Availability: Gomez Loadtime: Soasta Competition: Webpagetest.org
  85. 85. Online Satisfaction Report 100 Availability (%) 80 400 0 -400 -800 -1200 60 40 20 Page 1 Page 11 0 Mentions (#) 1200 1200 800 Page 2 Page 3 Page 4 Positive Messages Source: Availability: Gomez Sentiment: Twitter, Facebook Negative Messages Data collected from ING.nl Availability Messages from Twitter & Facebook, collected with Coosto
  86. 86. Speed vs. Engagement per month (Non-Bounce) 90 78,75 56,25 Pageviews (#) Non-Bounce rate (%) 67,5 45 33,75 22,5 11,25 0 0-0,5 0,5-1 1-1,5 1,5-2 2-2,5 2,5-3 3-3,5 3,5-4 4-5 5-6 Non-Bounce CategorienaamPageviews # 6-7 7-8 8-9 9-10 >10
  87. 87. Revenue risked 100.000 visits (Performance/Time Period/Percentiles) Optimal Flow (P_25) Bouncerate (%) Potential Conversion 2.1 100 49% 51.000 Page 2 4.0 100 51% 24.990 Page 3 2.0 100 60% 9996 Page 4 3.5 85 25% 6372 Actual Flow (P_85) Speed (sec.) Availability (%) Bouncerate (%) Actual Conversion Page 1 4.1 100 59% 41.000 Page 2 6.3 100 54% 18.860 Page 3 Speed: Soasta Availability: Webpagetest.org Availability (%) Page 1 Source: Speed (sec.) 2.0 100 60% 7544 Page 4 4.7 85 53% 3013 0-2,7 sec. 2,7-3,6 sec. >3,6 sec.
  88. 88. If anything else...
  89. 89. Deliver fast(er)
  90. 90. Measure Real Usage
  91. 91. Find out where to improve?
  92. 92. Focus on a fast experience …without it, NO time for content
  93. 93. Go check your site @ Webpagetest.org
  94. 94. Slides: bit.ly/MW-OOnfs13
  95. 95. Thanks! More questions? M: jtjepkema@measureworks.nl T: @jeroentjepkema W: www.measureworks.nl
  96. 96. Outrun your competitors
  97. 97. Optimize all your touch points
  98. 98. Regular website Mobile Web Deliver the same experience to all your (mobile) users Native Application
  99. 99. Mobile first www.lukew.com
  100. 100. Deliver content accordingly Prioritize your business goals Mobile first www.lukew.com
  101. 101. Design for (mobile) use cases
  102. 102. Focus on task completion
  103. 103. With mobile conditions in mind
  104. 104. Optimized for the right screen
  105. 105. Native app Mobile Web - Portrait Mobile Web - Landscape
  106. 106. (Touch) Screen
  107. 107. 49% One device, One hand http://www.uxmatters.com/mt/archives/2013/02/how-do-users-really-hold-mobiledevices.php?goback=.gmp_72842.gde_72842_member_215909354
  108. 108. Golden touch http://www.uxmatters.com/mt/archives/2013/02/how-do-users-really-hold-mobiledevices.php?goback=.gmp_72842.gde_72842_member_215909354
  109. 109. Make it (feel) fast!
  110. 110. Abandonment"Rate"Across"200+"Sites"/"177+"Million"Page"Views" Over"2"weeks"/"All#Browsers# 30" Abandonment"Rate"(%)" 25" 20" Abandonment*Rate*,* All*Browsers* 15" 10" 5" 0" 0" 1" 2" 3" Source: Gomez real user monitoring 4" 5" 6" 7" 8" 9" Page"Load"Time"Band"(sec.)" 10" 11" 12" 13" 14" 15" It only takes a second...
  111. 111. Abandonment"Rate"Across"200+"Sites"/"177+"Million"Page"Views" Abandonment"Rate"Across"200+"Sites"/"177+"Million"Page"Views" Over"2"weeks"/"All#Browsers#vs.#iPhone#Safari# Over"2"weeks"/"All#Browsers# 25" Abandonment"Rate"(%)" 30" 25" Abandonment"Rate"(%)" 30" 20" 20" 15" 15" 10" 10" 5" 5" 0" Abandonment*Rate*,* All*Browsers* Abandonment*Rate*,* All*Browsers* Abandonment*Rate*,* iPhone*Safari* 0" 0" 1" 1" 2" 2" 3" 4" 5" 6" 7" 8" 9" 10" 11" 12" 13" 14" 15" 0" 3" 4" 5" 6" 7" 8" 9" 10" 11" 12" 13" 14" 15" Page"Load"Time"Band"(sec.)" Source: Gomez real user monitoring Page"Load"Time"Band"(sec.)" Source: Gomez real user monitoring ..To click away

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