Delivering Consistently Great Mobile Experiences

New Relic Template 2015
Delivering Consistently !
Great Mobile Experiences!
November 12, 2015!
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information provided.

Susie Bily
Mobile Product Manager
Jonathan Karon
Manager,
Mobile Engineering Team
About us

Application performance  
is a crucial part  
of any online experience.

So let’s ﬁrst talk about  
websites from your desktop
https://www.akamai.com/us/en/multimedia/documents/content/akamai-performance-matters-key-consumer-insights-ebook.pdf
49%
of users expect  
<2 second page
load time
30%
expect  
<1 second page
load time
… and 18%
want it to be
instantaneous

408 ms
APP SERVER
8.58 s
BROWSER
229 ms
APP SERVER
3.02 s
BROWSER
46 ms
APP SERVER
5.18 s
BROWSER
How much of the total page load time is in the client?
95%

93%

99%

90%

* or more!

Desktop websites are  
one part of the story

March 2013
March 2015
March 2013
March 2015
Mobile is the other half
http://www-01.ibm.com/software/marketing-solutions/benchmark-hub/holiday-readiness-2015.html
Online Traﬃc
Online Sales
29%
47%
13%
24%

Everyone knows that
mobile is BIG.

Mobile 2015 
52% of digital,  
17% of all ads1
Marketing spends $$Bs to get people to your store
1. http://www.emarketer.com/Article/Mobile-Account-More-than-Half-of-Digital-Ad-Spending-2015/1012930
$19 Billion1
$30
Billion1
$42 Billion1
2014
2015
2016

If user experience isn’t great,
people will leave early and
never come back.

Enterprise spend on the user experience side is modest
1. http://www.cio.com/article/2882067/mobile-commerce/what-retailers-think-of-mobile-marketing.html
3.1 mobile
developers1
building that thing
to look at
Money spent getting people to look at you

We have to spend development time wisely.

Jfderry/Wikipedia https://en.wikipedia.org/wiki/Aﬀe_mit_Sch%C3%A4del#/media/File:Aﬀe_mit_Sch%C3%A4del.jpg

Drive UX performance improvement!
Deﬁne key Interactions w/ stakeholders
Cultivate CX measurement
Target, ship, repeat

Deﬁne key Interactions w/ stakeholders

Interactions deﬁne
customer experience.

What interactions matter to your customers?
developer
product 
manager
marketer
designer
executive

Cultivate CX measurement

“Measurement gives you the data  
that enables valuable decisions.”
~ Dana Lawson

What to measure?

Introducing 
a CX Hierarchy of Needs

The User Experience Hierarchy of Needs
Availability
Functionality
Performance

Availability
Functionality
Performance

Are YOU available?
Availability
App server error rate for page loads

Mobile app crash rate

New Relic’s Mobile App
Availability

If you can’t log in, 
what’s the point?
Availability

Are WE available?
Metric
External/login.newrelic.com/all
 
Condition
call_count > 0 over 3 mins
Alerts
Availability

Are YOU functional?
App server Error Rate for XHR/AJAX
Browser JS errors
Mobile Screen Interactions
Synthetic monitoring
Functionality

Are WE functional?
Metric
Network/Outbound/Host/

login.newrelic.com/ErrorRate
 
Condition
error rate <1% over 30 mins
Functionality

Are WE functional?
+
Functionality

Availability & functionality aﬀect user experience
CLOSED
Availability
Functionality

When is an Interaction 
fast enough?
Performance

Watch for iteration loops
Hel
Hello kitty
Hello
Helicopter
Performance

Are YOU performant?
Mobile Interactions
Browser PageActions
Custom events & metrics
Performance

Are WE performant?
Metric
Mobile/Activity/Name/LoginTapped
 
Condition
average_call_time < 3 seconds
Performance

Are WE performant?
Metric
External/login.newrelic.com/all
 
Condition
response_time < 600ms
Performance

The User Experience Hierarchy of Needs
Availability
Functionality
Performance
Can anyone use it?
Does it work?
Is it fast enough?

Target, ship, repeat

Develop goals. 

developer
product 
manager
marketer
executive
designer

How is our CX?
Interaction
Failures
Speed
Available?
Functional?
Performant?
Mobile web
pageload
0.5%
1.5s
✔
✔
✔
Mobile web
signup
0.01%
7s
✔
✔
X
Mobile web
payment
3.5%
4.8s
✔
X
X
App crash rate
1.5%
✔
--
--
App registration
17%
4s
X
X
✔
App payment
2.8%
7s
✔
✔
??

Delivering Consistently Great Mobile Experiences

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