Join Norm Morrison, Senior Director of Performance Management at Radial, for this tips-filled webinar. Norm will share how his team identified the right tools, metrics, and best practices to give Radial, formerly eBay Enterprise, total end-to-end visibility into the hundreds of millions of user experiences the site delivers every day.

1. © 2016 Radial, Inc.
Best Practices for
Finding and Fixing
Site Performance Issues

2. © 2016 Radial, Inc.
About the Speakers
TOM CHAVEZ
Sr. Evangelist
SOASTA
ZAK STAMBOR
Editor, Online
Marketing Internet
Retailer
NORM MORRISON
Senior Director of Performance
Management Radial,
formerly eBay Enterprise

3. © 2016 Radial, Inc.
Best Practices for
Finding and Fixing
Site Performance
Issues
June 14, 2016

4. The leader in omnichannel
commerce technology
and operations
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Hundreds of brands and retailers confidently partner
with Radial to profitably exceed retail customer expectations
and optimize how, when and where their brand promises
are fulfilled.

5. © 2016 Radial, Inc.
What We Do
Keep commerce clicking
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6. © 2016 Radial, Inc.
Our Clients
Hundreds of brands and retailers confidently partner with us
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7. © 2016 Radial, Inc.
Digital Performance Management Technologies

8. © 2016 Radial, Inc.
Managing Performance
Technology
Synthetic Transaction Monitoring
– Single page and multi-step validation
of key business transactions
– Scripted and executing continuously
– Provides actionable data for
availability and performance – “why
did it fail, why was it slow”
Real User Monitoring (End User):
– Measures page load time as users
navigate the site
– Data collected via a JavaScript “tag”
– Data is available on browser
version/type, ISP, geography, mobile
vs. desktop
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9. © 2016 Radial, Inc.
Synthetic
Monitoring
Real User
Monitoring
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Strengths Weaknesses
Managing Performance
Technology
• Clean Room
• Continuous
• Scripted
• Actionable Detail
• Actual experience
• Coverage
• Coverage
• Sampling rate
• False alarms
• Many variables
• Quantity of data
• Browser support
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10. © 2016 Radial, Inc.
Finding the Right Response Time Measurement Method
Two Tries
First attempt:
– Used synthetic monitoring with lots of single page tests
– Approach proved to be ineffective because of limited coverage, noise in data (example – third
parties) and lack of visibility/sensitivity to client side rendering
– Clean room approach generated unrealistic results
– Unable to scale up to entire platform
Second attempt:
– All sites instrumented via RUM with mPulse from SOASTA
– Alert thresholds set for volume and page load time thresholds
– Review trends daily and weekly to spot issues creeping up gradually
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11. © 2016 Radial, Inc.
Radial uses SOASTA mPulse for Real User Monitoring
SOASTA mPulse Deployment:
– ~40 e-commerce webstores on 3 different platforms
– Standardized page group naming, conversion metrics, hosting location
– 500M beacons / month
– 180M beacons on Cyber Monday (peak day 2015)
– Reporting and Dashboards for both internal and client stakeholders
– Alerting for page load time and beacon volume
– SOASTA Data Science Workbench for big data analysis
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12. © 2016 Radial, Inc.
Getting Started with Real User Monitoring

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SOASTA mPulse Deployment Overview
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Deploy Monitor Analyze
– Create new app in mPulse
– Enable tag via Tag Manager
or in application code
– Validate data
– Normalize Page Group
Names
– Configure conversion metrics
– Dashboards for
stakeholders/key users
– Highlight / segment key page
groups, geographies, device
types and business metrics
– Daily / weekly reporting
– Alerts for page load time,
beacon volume and key
business metrics like
conversion
– Examine 50th, 75th and 95th
percentile page load times
– Conversion impact score
– Investigate CS / Survey
complaints using resource
timing data

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Using Real User Monitoring to identify and
prioritize pages for improvement

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Using RUM for identification, prioritization and remediation
Process Overview
1. Examine data for top pages by volume
2. Rank pages by business value
3. Frontend (browser) and Backend (server) performance analyzed separately
4. Break out devices types: Desktop, Mobile and Tablet
5. Analyze 50th , 75th and 95th percentiles to understand performance distribution
6. Reviewed customer comments on surveys and call center activity for possible
performance investigations
7. Deep dive into prioritized pages to identify root cause
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Using RUM with Data Science Workbench to rank by
business value
– Top 10 page groups are ranked by the
relative conversion impact score
– The two highest ranked pages are chosen
for optimization based on this ranking
– Search is added based on survey feedback
and client feedback on poor performance
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17. © 2016 Radial, Inc.
Using RUM for identification, prioritization and remediation
Example: Page Load Time by Percentile
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– Top 10 page groups broken out by
percentile, frontend and backend
separated
– Search has slow median page load
time, 75th and 95th are very slow
– Search backend performance is the
root cause!

18. © 2016 Radial, Inc.
Using RUM for identification, prioritization and remediation
Example: Waterfall Analysis
Waterfall is timeline of resources loading from the
network in the browser
– HTML from application server
– JavaScript, CSS and Images critical to page
display
– Ancillary code and images
– Third party content
– Tracking pixels
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19. © 2016 Radial, Inc.
Using RUM for identification, prioritization and remediation
Example: Waterfall Analysis (cont.)
Waterfall is timeline of resources loading from the
network in the browser
– HTML from application server
– JavaScript, CSS and Images critical to page
display
– Ancillary code and images
– Third party content
– Tracking pixels
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20. © 2016 Radial, Inc.
Using RUM for identification, prioritization and remediation
Example: Waterfall Analysis (cont.)
Waterfall is timeline of resources loading from the
network in the browser
Product Images are loading slowly for two reasons:
– Image compression problem. 300K vs. 30K
– Four images are loaded in parallel
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Using Real User Monitoring to identify issues with
third party integrations

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Using RUM
Identifying issues with third party integrations
Waterfall is timeline of resources loading from the
network in the browser
– HTML from application server
– JavaScript, CSS and Images critical to page
display
– Multivariate Testing integration blocks page load
Over 25% of total page load is waiting for a single
third party integration!
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23. © 2016 Radial, Inc.
Sites today are complex
– Every site has some “third party” content
– Lots of tracking pixels (even pixels that load other pixels!)
– Content is active (and may dynamically load additional content)
– Multiple third parties provide content which comes together in the browser
– Performance in the browser is just as important as the system and network
performance
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24. © 2016 Radial, Inc.
We solve site complexity with:
– Synthetic Monitoring for functional testing and availability monitoring
– mPulse Real User Monitoring and Data Science Workbench from SOASTA
– monitoring and managing response time
– deep diagnostic data for managing third parties
– ability to analyze performance impact on key business metrics such as conversion
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25. Tom Chavez
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Sr. Evangelist
SOASTA

26. © 2016 Radial, Inc.
Find out where your site is slow
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27. © 2016 Radial, Inc.
Prioritize which pages to improve first
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28. © 2016 Radial, Inc.
SOASTA Digital Performance Management
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29. © 2016 Radial, Inc.
Try SOASTA for yourself
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Plans start at just $99/month!
https://www.soasta.com/performance-monitoring/sign-up/