This document discusses why bad mobile app performance is common and how to improve it. It notes that consumers now expect instant gratification and connectivity, so performance is critical to customer experience. Poor performance can negatively impact sales, satisfaction and revenue. Issues often stem from inefficient code, poor caching, high latency or slow rendering. To transform, companies should adopt a performance engineering approach using tools that integrate monitoring across the entire technology stack from mobile to cloud. This allows optimizing apps based on real user data to improve the customer experience.

1. Why bad mobile app
performance is so common –
and what to do about it
Antoine Aymer, Digital Performance
Evangelist
Eric Odell, Digital UX Evangelist

2. Homage to a device that shaped our culture

3. The growing culture of impatience – convenience is the new
loyalty
The consumer of now!
Hallmarks of the consumer of now:
 Always connected
 Wants it all fast, easy and fun
 Wants needs instantly met
 Easily turned off by mistakes &
glitches
 Very fickle and demanding

4. LIFE TODAY

5. What’s the implication
on user’s expectations?

6. PERFORMANCE is mission critical
Customer
Experience
(CX)
Dimensional Research April 2016
The perceived quality when users
are interacting with your brand
User
Experience
(UX)
All the interactions a person has with
your brand

7. Rising user expectations: how annoying can it be?

8. The business impact of a 1-second delay
-7%
-11%
-16%
Sales Page Views Customer
Satisfaction
Source: Aberdeen Group, May 2015

9. Virginia's online voter
registration system crashed
October 16, 17th 2016
“We understand the frustration
experienced by voters and we
apologize the system was unable
to handle the overwhelming
demand from voters.”
2009
Glastonbury Festival
website crashed
October 9th 2016
Every business has its own Black Friday
2010
Delta’s catastrophic
systems outage
August 8th 2016
“I apologize for the challenges
this has created for you with
your travel experience.”
Delta CEO Ed Bastian

10. The ultimate issues: Crashes and Outages
Source: IDC, December 2014
$100K
$500K
$200K
Hourly cost of an
infrastructure failure
Hourly cost of a critical
app failure
Revenue loss per hour

11. Why bad performance is so common?
Context
A well-performing application is one that lets the end user carry out a given task
without undue perceived delay or irritation. Performance really is in the eye of the
beholder.
“The Art of Application Performance Testing” by Ian Molyneaux, January 2009

12. Why bad performance is so common?
Context
01Wakelocks
02Alarms
03Sensors

13. Why bad performance is so common?
Context Login

14. The state of mobile banking web performance
215 websites
Welcome page with login screen
25+ countries

15. How the tests were performed
bit.ly/RunTestNow
Time
to load
Single user test
WiFi, 4G, 3G Good, 3G Fair, and 2.5G
Various locations
La@tency, loss, upload, download
Analysis of all DOM
components

16. Shocking results
0,0
10,0
20,0
30,0
40,0
50,0
60,0
WiFi 4G 3G good 3G fair
25% of data4,2 4,5
8
18
25% of data
25% of data
25% of data
Maximum
Minimum

17. Main offenders
Optimizing Caching C
Minimizing Latency Impact E
Optimizing Browser rendering F

19. Context Login
Database
Cart Checkout Ship Delivery Purchase
received
Security
Inventory
Database
Security
3rd party payment
Account authorization
3rd party
shipment
Logistics
Account info
3rd party
database
3rd party reporting
Why bad performance is so common?

20. Mobile
IOT
Network Core CloudUsers
Why bad performance is so common?

21. How is performance traditionally measured?
Mobile
IOT
Network Core CloudUsers
BUSINESS
CENTRALIT
SCALABILITY
UPTIME
STABILITYRELIABILITY
SLAPREDICTABILITY
AVAILABILITY
RESPONSIVENESS SPEED
THROUGHPUT
CREATIVE
FINANCIAL
CONCEPTREVIEW MININGNPS
VOICE OF CUSTOMER
FOCUS GROUP

22. How is performance traditionally measured?
Mobile
IOT
Network Core CloudUsers
BUSINESS
CENTRALIT
CREATIVE
FINANCIAL
CONCEPTREVIEW MININGNPS
VOICE OF CUSTOMER
FOCUS GROUP
SCALABILITY
UPTIME
STABILITYRELIABILITY
SLAPREDICTABILITY
AVAILABILITY
RESPONSIVENESS SPEED
THROUGHPUTActual experience
Perceived
experience
Not everything that can
be counted counts.
Not everything that
counts can be
counted.

23. How to transform for high performance?

24. Actions
Digital Trans, DevOps
• Extend project
knowledge to Ops
• Embed Ops
knowledge into
project
Drivers
Mobile, IOT
• Improve customer
satisfaction
• Improve employee
productivity
Capabilities
Perf Eng, Big Data
• Team friendly
• Accelerated releases
• Best of Breed
Integration
• Reduced cost of
operation
Technology
• CI compliant
• Integrated tools that
cover the end-to-end
spectrum
• Tools that help you
design performance
tests using traffic and
system monitoring

25. in-app
analytics
Optimize
based on data
Synthetic
monitoring
Backend
monitoring
Sentiment
analysis
In-app
analytics
Performance engineering
Network
Virtualization
Approaching mobile performance with a UX mindset