Pre-Con Education: How to Deliver a "5-Star" Mobile App Experience With CA Mobile App Analytics and CA Application Performance Management

Pre-Con Education: How to Deliver a
"5-Star" Mobile App Experience With
CA Mobile App Analytics and CA Application
Performance Management
Bryan Whitmarsh
DevOps: Agile Ops
CA Technologies
Product Management
DO5X112E
@bryanwhitmarsh
#CAWorld

2 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
© 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2015 presentation is intended for informational purposes only and does not form any type of
warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
For Informational Purposes Only
Terms of this Presentation

Abstract
CA Mobile App Analytics combines app performance
management, developer analytics and usage analytics in a
single tool. In this session, you will see how to use CA Mobile
App Analytics to understand the overall user experience of
your mobile application. The analytics provided will enable
you to continuously improve the user experience of your
mobile app, a critical part of achieving the coveted 5-Star
rating. Attendees will be provided a detailed overview of the
solution, along with an instructor lead demo showing how
easy it is to take an existing iOS mobile application and add
the power of CA Mobile Analytics with CA Application
Performance Management integration.
Bryan Whitmarsh
CA Technologies
Product Management

Agenda
INTRO TO MOBILE APPLICATION ANALYTICS (MAA)
ADDING THE MAA SDK TO AN EXISTING IOS APPLICATION
DEBUGGING A MOBILE APPLICATION CRASH
ADDING CUSTOM TRANSACTIONS AND EVENTS
CA APPLICATION PERFORMANCE MANAGEMENT INTEGRATION
TRACKING DOWN THE CAUSE OF A SLOW MOBILE TRANSACTION
1
2
3
4
5
6
BECOME A MIND READER7

Recommended Sessions
SESSION # TITLE DATE/TIME
DO5X189S
How to Achieve a Customer-Centric View in an Omni-
Channel World
11/18/2015 at 1:00 pm
DO5X194S
Monitor Microservices, Containers, Cloud Foundry and
Node with CA Application Performance Management
11/18/2015 at 4:30 pm
DO5X193S
Customize CA Application Performance Management
with Tips for Using the CA Application Performance
Management Open APIs
11/19/2015 at 4:30 pm

Must See Demos
Application Performance
Management and DevOps,
featuring APM use in
preproduction scenarios
Mobile App Analytics
Theater 5
Management, Modern
Monitoring, featuring the
new APM Team Center
Management
Theater 5
Ensuring a “5 star” mobile
app experience with CA
Management
Theater 5
“Mobile to Mainframe”
user experience
management
Theater 5

Follow On Conversations At…
Smart Bar
Mobile App
Analytics
Theater 5
Tech Talks
Mobile App
Analytics
Theater 5

Intro to Mobile Application Analytics
(MAA)

Application
Economy
welcome
to the
$177BPublic cloud services market
expected to grow 16% in 2015
to $177 billion1
50%By 2018, more than 50% of B2B
collaboration will take place
through Web APIs3
268BBy 2017, mobile apps will be
downloaded more than 268
billion times2
“Software is
eating the world”
- Marc Andreeson
Wall Street Journal, Why Software is Eating the World,
August 2011
1 Gartner Forecast: Public Cloud Services, Worldwide, 2012-2018, 4Q14 Update, Ed Anderson, et al, 10 April 2015
2 Gartner Hype Cycle for Application Development, 2014, Thomas E. Murphy, et al, 29 July 2014
3 Gartner Press Release, “Gartner Says by 2017, Mobile Users Will Provide Personalized Data Streams to More Than 100 Apps and Services Every Day” January 22, 2014 http://www.gartner.com/newsroom/id/2654115

Mobilizing the Application Economy
Growth & Opportunities
SO WHAT’S DIFFERENT?

CA Mobile App Analytics
 Understand user behavior
 Apply real-time intelligence
 Fail fast, iterate quickly
DELIGHT CUSTOMERS
 Deliver great experiences
 Improve apps with analytics
 Provide world-class support
DELIVER HIGH VALUE &
MAXIMIZE REVENUE

And they demand perfection
Users Hold the Power
Of mobile users are unwilling to
wait for slow app load times67%
“Crashes” is one of the most
common words in 1-star reviews
Of users will consider abandoning
a brand over a poor application
experience
27%

27%Business
Intelligence
67%Performance
How to Succeed in the Mobile App Economy
Of mobile users are unwilling to
wait for slow app load times
“Crashes” is one of the most
common words in 1-star reviews
Of users will consider abandoning
a brand over a poor application
experience
Quality
Actionable Analytics
Rapid Analysis
Deep Visibility
for superior availability
for seamless user interaction
for user data driven decisions
DevOps for Mobile
for faster time to market & a competitive edge

Success Requires Collaboration From Stakeholders
Developer InsightOperational Efficiency Business Intelligence
 Capture app crashes,
identify root causes
 Prioritize issues by understanding
impact on UX & revenue
 See device usage metrics –
CPU, memory, frame rate
 Code-level visibility into issues
with stack traces, activity logs
 View app performance by
version, carrier, geo, OS, network
 Real-time alerts on threshold
violations impacting SLAs, UX
 Prioritize alerts based on impact
to business, revenue
 Gain end-to-end visibility into
the mobile infrastructure
 Gain visibility into performance
of key business services
 Create custom metrics and
reports to measure ROI
 Improve work flows in the app
 Segment & analyze usage data by
app version, carrier, location, OS
 Make data-driven decisions

Developer Analytics
 Capture mobile app crashes and identify root causes
 Screen capture issues fix them faster, drive better UX
 Gain code-level visibility into issues with symbolic stack
traces and detailed activity logs
 View video session playback of user interaction prior to a
crash
 Prioritize issues by assessing impact on user experience
and revenue
 Analyze errors and network behavior to identify issues in
code or back-end servers
 Capture device usage metrics: CPU, memory, frame rate
 Tag a user, then understand how the app performed for
that specific user (crash, latency)
For Developers, MAA captures app crashes and offers code-level visibility into root
causes. This visibility is critical in providing best end-user experience.

Operations Analytics
 Segment app performance by version, carrier, geo, OS,
device
 Get real-time alerts on threshold violations impacting
SLAs, user experience, or revenue; prioritize alerts
 Gain visibility into backend services affecting the app
performance
 Analyze performance of networks and locations to
correlate with app performance
 Isolate and rule out domain, network, data center
issues
 Identify mobile app hotspots: usage, performance,
coverage, issues
For Operations team, MAA solution captures performance metrics of the mobile app
infrastructure. These metrics help address issues before they hurt UX.

Business Analytics
 Gain visibility into performance of key business services
 Identify popular business flows in the app; capture user
flow through your app
 Generate custom metrics and reports to measure ROI
 Insight into mobile app user engagement, activity, and
retention
 Segment & analyze usage data by app version,
carrier/WiFi, location, platform, OS
 Track and report stickiness based on users’ revisits
 Get data to help make better OpEx and CapEx decisions
 Tag a business event (e.g. Gold Customer, shopping cart
> 100 items) and look at impact on the top line
For Business Analysts, MAA is an analytics solution that captures usage and user
experience metrics. This metrics help increase top-line revenue.

Adding the MAA SDK to an existing iOS
Application

Adding the MAA SDK to an Existing iOS Application
1. Sign up for a hosted MAA
trail at trials.ca.com

1. Login to MAA
2. Select APPS -> NEW APP

1. Select “IOS”
2. Select the correct
development language or
platform
3. DOWNLOAD THE IOS SDK
AND THE PROPERTIES
(PLIST) FILE
4. Follow the Integration
steps

1. Scroll to bottom of APPS
screen
2. Enable “Screen captures”
3. Enable “Automated
Mobile transactions”
4. Disable “Send data to CA
APM”
5. SAVE CURRENT SETTINGS
AS A NEW PROFILE…
MAA Data Collection Profiles
(App Profiles) are dynamically
sent down to the MAA SDK

1. Run your mobile
application and run
through all the screens
2. Exit mobile app and wait
longer than the MAA
Session Timeout
(Default=15 Seconds)
3. Enter MAA Admin
Console and filter on
App/Version/Platform
4. Select the Completed
Session and click on “USE
AS REFERENCE”
Setting Up Reference Screen Shots

1. Now that you have a
reference session and
have collected all the app
screen shots you can
disable “Screen captures”
from the App Profile
MAA will reconstruct user
screen shots and video
playback from the reference
session
Setting Up Reference Screen Shots

Adding Custom Transactions and Events

Adding a Custom Transaction
1. Determine where you want your transaction to start and add the MAA “startApplicationTransaction” API call

2. Determine all possible spots where your transaction may end and add the MAA “stopApplicationTransaction”
API calls

3. Go to the App Profile and uncheck the “Automated” transactions box.

Adding a Custom Event
1. Determine what type of event you want to track and where you want to track it then add the MAA
“addSessionEventOf” API call to your code

Adding a Custom Event – Customer ID
1. Customer ID is one of the default Custom Events that can be easily set to help identify the origin of session
information within CA MAA

CA Application Performance Management
Integration

CA Application Performance Management Integration
 Tag and Follow
– CA MAA decorates the HTTP call headers that mobile apps make with an External APM
Application Transaction by injecting a header parameter (x-apm-bt)
– This parameter names the mobile application service and transaction allowing CA APM to
process this header identifying the mobile transaction that these requests belong to
 Deep-Linking
– CA APM allows you to link from an CA MAA session transaction directly into CA APM to
be investigated with the correct context including transaction timeframe
 Works for both wrapped or SDK instrumented Apps

Architecture Overview

 Decorated HTTP header sent by MAA
– x-apm-bt:t=<MAA-TenantID>;d=<UDID>;v=<MAA-SDK-
Version>;n=<NetworkNAME>;l=<LinkType>;g=<GeographicalLocation>;a=<AppNAME>$
bs=<BusinessServiceName>;bt=<BusinessTransactionName>;p=<PlatformNAME>;pv=<P
latformVersion>
– http://tixchange.demo.ca.com:80/jtixchange_web/shop/viewProduct.shtml?productId=
MU-EL-01&clientType=iOS with header t=CAW15-
USERSTORE;d=d41d8cd98f00b204e9800998ecf8427e4ecae9b0;v=15.2;n=WIFI;l=WiFi;a
=TIXCHANGE$bs=TIXCHANGE;bt=Shop - View Product;p=iOS;pv=8.4
– BusinessServiceName and BusinessTransaction are the only REQUIRED
Attributes
X-APM-BT header in detail

1. Make sure the application calls you are making from the mobile application are monitored by CA Application
Performance Management Introscope agent version 9.7 or higher
2. Update your MAA Application Profile enabling APM Integration by checking the “Send data to CA APM” box, this
will tell the MAA SDK to decorate the mobile application call http headers
Example:
http://tixchange.demo.ca.com:80/jtixchange_web
/shop/viewProduct.shtml?productId=MU-EL-
01&clientType=iOS with header t=CAW15-
USERSTORE;d=d41d8cd98f00b204e9800998ecf84
27ed5766501;v=15.2.1;n=WIFI;l=WiFi;a=TIXCHAN
GE$bs=TIXCHANGE;bt=Shop - View
Product;p=iOS;pv=9.0
Transactions can now be followed from Mobile
App to Backend from MAA SDK to APM
Tag and Follow

1. Open the createAppConfig.sh (available in testscripts folder) and modify the parameters to match your MAA
Server information, application name, and correct APM Server version url
2. Execute createAppConfig.sh
3. APM url set on per tenant / per app basis
Deep-Linking

Tracking Down the Cause of a Slow Mobile
Transaction

Tracking Down the Cause of a Slow Mobile Transaction
1. Leveraging MAA/APM alerts and/or the new APM 10.x Differential Analysis the Operations team is aware of
poor performing mobile transactions

2. All mobile events for a transaction can be viewed within MAA and a single click can take you to the same
transaction within CA APM

3. The MAA APM Deep Linking brings you directly into the new APM Team Center view filtered for the specific
Business Service/Business Transaction during the Timeline that the Transaction took place

4. Additional details from APM trace views can pin point the cause of the slow transaction

Debugging a Mobile Application Crash

1. Leveraging MAA alerts the Operations team is aware of application crashes

2. For high impact Application crashes the
operations team will most likely need to
get the development team engaged

3. The developers can slice and dice
the data in order to understand
crash patterns
4. Developers can build in Crash
feedback requests to gain valuable
information from the users
5. Additionally they have application
screen shots and VCR like replays
capability of crashed sessions

6. And finally the all important “stack trace” that will point them to the
line of code causing the crash for quick resolution
7. Updates can be compared to ensure

Become a Mind Reader

 Know your users!
– How they use the app
– How often they use the app
– What screens are they viewing most often
– Where they are tapping on the screens
– How they flow through the app
– Where the users are
– Which devices they use
– Which carriers are being used

 Leveraging MAA Usage metrics enables you to continuously adapt and improve the mobile application
experience in order to exceed customer expectations. Being able to read the mind of your users and
provide them what they want before they have to ask will result in 5-Star mobile application ratings.

Experiences
There are many factors that
determine the overall mobile
application experience. You
must have visibility into EVERY
factor and be able to exceed
customer expectations in order
to obtain and maintain a 5-Star
mobile application rating.
Key topics
In order to deliver and
maintain 5-Star rated mobile
applications you must be able
to provide actionable analytics
to the App Developer,
Operations, and App/Business
owner.
Findings
Adding the collection of key
analytic metrics to your
existing mobile application can
be done with minimal effort.
Summary
A Few Words to Review

Q & A

For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15

Pre-Con Education: How to Deliver a "5-Star" Mobile App Experience With CA Mobile App Analytics and CA Application Performance Management

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