From DevOps Summit 2015 in Santa Clara.

1. The Outcome Conversation:
Aligning DevOps and Business Through
Understanding User Outcomes
James Urquhart
SVP, Performance Analytics
SOASTA, Inc.

2. Why is it so hard for established
business organizations to align
with IT when it comes to digital
business opportunities?

5. 5
The business conversation
“How do we profit from the mobile
application trend?”
“How do we make sure people who visit
our web site buy from our web site?”
“Are my digital marketing programs worth
the cost?”
“What can we do to make our content the
‘go-to’ source for our media market?”

6. 6
The technology conversation
“How can we do more with less?”
“How do we enable new efficiencies or
even new business models?”
“How can we optimize the availability and
performance of critical systems?”
“How do we prioritize needs to identify
what we should work on next?”

7. This is NOT a shared conversation…

8. 8
This is the “communication gap”
ValuetoBusiness
ValuetoEngineering Business Conversation
Conversion Rate
Average Order Size
Cost of Goods Sold
Revenue
Competitive Pricing
Quarterly Sales
Average Margin
Technology Conversation
Uptime
Cost of Operations
MTTR
Network/Application/
Storage
Performance
Cost of Facilities
Velocity of Work

9. 9
Key to the conversation: user outcomes
When we talk about “outcomes”
with respect to digital businesses, it
is the user’s outcome that
generates all others!

10. 10
Feedback
ValuetoBusiness
ValuetoEngineering Business Conversation
Conversion Rate
Average Order Size
Cost of Goods Sold
Revenue
Competitive Pricing
Quarterly Sales
Average Margin
Technology Conversation
Uptime
Cost of Operations
MTTR
Network/Application/
Storage
Performance
Cost of Facilities
Velocity of Work
User Conversation
Speed-to-Outcome
Flow-to-Outcome
NPS
Affinity
Related Activities
Abandonment
Bounce

11. 11
This is the holy grail for digital success
User Conversation
Speed-to-Outcome
Flow-to-Outcome
NPS
Affinity
Related Activities
Abandonment
Bounce

12. 12
The questions all digital businesses must answer
What outcome does the business
hope to achieve through a digital
conversation with the user?
How does speed affect the user
achieving this outcome?
How does interaction affect the user
achieving this outcome?
How does content affect the user
achieving this outcome?

13. Speed

16. © 2014 SOASTA. All rights reserved. October 27, 2015 16
The Business Value of Performance
Know the link between performance and the business
Average
page load
100 ms
Monthly
revenue
>$187K
Outage
days per
year from
8 to 2
Daily
revenue
>$215K

17. Interaction

20. Beyond the initial interaction…

21. Content