Mobile apps are a critical part of your digital strategy: The app is often the “front door” to your brand for many customers. Learn how you can measure and ensure optimal mobile experiences for your digital customers with New Relic. We’ll share three of the most commonly missing pieces we see in mobile app development today. And look at a real-world example of how New Relic has helped measure and debug some of the most complex issues that affect app users. Learn more: https://newrelic.com/solutions/digital-customer-experience

1. Thinking About the Full Stack
to Create Great Mobile
Experiences
Devin Cheevers,
Mobile Product Marketing
@devincheevers devincheevers
Susie Dirks,
Mobile Product Manager
@smbily susiedirks

2. 2
Housekeeping
Confidential ©2008-15 New Relic, Inc. All rights reserved.
Today’s webinar is being
recorded. A link to the recording
will be emailed to all registrants
shortly after.
Please be sure to ask any
questions via the “questions
panel”
There will be a brief survey after
the webinar for any additional
questions or feedback.

3. Who we are
Susie DirksDevin Cheevers
Mobile Product Manager
New Relic
Mobile Product Marketing
New Relic

4. NEWR
NYSE – 2014
15k+Customers
1.4BScale: Events & Metrics Per Minute
Our Goal:
To be the first, best place to look to understand your digital business
12,500+
Disruptors1,500+
Global Enterprises

5. Digital Experience is Now Brand Experience
5Confidential ©2008-16 New Relic, Inc. All rights reserved.
500kStays Per Night
10Mstreaming sessions per day
50%
US Digital sales
from mobile
50%
US sales from
Digital in 2015

6. What makes up your digital customer experience (DCX) ?
6Confidential ©2008–17 New Relic, Inc. All rights reserved. 6
Mobile Website KioskIoT Device In Store Support Call
Digital Customer Experience
Your Company

7. Poor digital experiences risk customer backlashes
7Confidential ©2008–17 New Relic, Inc. All rights reserved.

8. What makes up your digital customer experience (DCX) ?
8Confidential ©2008–17 New Relic, Inc. All rights reserved. 8
Mobile Website KioskIoT Device In Store Support Call
Digital Customer Experience
Your Company

9. Software, Mobile, Apps
Ate the World
You’re losing the digital war if you don’t get apps right

10. 90% of smartphone time is
spent on apps

11. 3 missing pieces of the mobile puzzle
The Missing
Feature
The Forgotten Layers
of the Stack
The Disconnected
Team
PERFORMANCE FULL STACK BACK-END & MOBILE TEAM

12. 3 missing pieces of the mobile puzzle
The Missing
Feature
The Forgotten Layers
of the Stack
The Disconnected
Team
FEATURES MOBILE STACK ORGANIZATION

13. Discovery is a Challenge
App Store – Hard to Drive
Organic Discovery
Dramatic Rise in Cost
of Driving Paid Discovery
(Cost per Loyal User)
$3.21
$1.45
2014
March
2016
March
2.2x
increase
in acquisition cost
Source: Fiksu; The Information

14. Maintaining retention is difficult
90%
of users churn
within 30 Days% still active
14 30 60 90
20
100
Source: Quettra

16. 50%
of 1-star app reviews are
because of app
performance
Source: August, 2013 Appurify; Page 7, Apptentive

17. Jumping from…
to…
Is expected
to increase
App Store
conversion by… 340%
770%
540%
97%
280%
Source: Page 5, Apptentive

18. Only 16%
of users will try a
failing app more than twice
Source: Compuware

19. Improvements to
performance have increased
engagement
with apps by 52%
Source: TimePrime

20. Performance as a feature
Understand how the performance of your app
is impacting your customers’ experience.
Measure it
Define goals
Prioritize it
Repeat
1
2
3
4

21. Cool….
but that’s up to our Mobile Team

22. A mobile app is much more than
what is installed on your phone

23. 3 missing pieces of the mobile puzzle, and ownership
The Missing
Feature
The Forgotten Layers
of the Stack
The Disconnected
Team
FEATURES MOBILE STACK ORGANIZATION

24. Understand the components of your mobile app
End
User
App
Facade
Local Data
& Cache
Data Access
Components
UI
Components

25. The broader look at the mobile stack
App-side
components
InfrastructureNetwork
(Geo, carrier, WiFi, etc.)
Backend services
(Internal and 3rd
party)

26. 3 missing pieces of the mobile puzzle
The Missing
Feature
The Forgotten Layers
of the Stack
The Disconnected
Team
FEATURES MOBILE STACK ORGANIZATION

27. Mobile and the blame game

28. Mobile is something that
needs to be embedded
across an organization.

29. The super secret mobile teams
Mobile
Business Owners
Backend
Developers
Mobile App
Developers
Operations

30. 3 missing pieces of the mobile puzzle
The Missing
Feature
The Forgotten Layers
of the Stack
The Disconnected
Team
FEATURES MOBILE STACK ORGANIZATION

31. Best practices for:
How do we connect the full Mobile team?
The Missing
Feature
The Forgotten Layers
of the Stack
The
Disconnected
Team
DashboardsAlerts

32. ▪ Crash analysis
▪ Http response time
▪ Http errors
When is it important to connect the full team?

33. Deep-dive:
HTTP errors

34. How do we connect the full Mobile team on HTTP Errors?
The Missing
Feature
The Forgotten Layers
of the Stack
The
Disconnected
Team
DashboardsAlerts

35. Share alerts for mobile APIs
Check
Specific error
codes per host
(Mobile)

36. How do we connect the full Mobile team?
The Missing
Feature
The Forgotten Layers
of the Stack
The
Disconnected
Team
DashboardsAlerts

37. Demo time!
MobileRequestError dashboard

38. 3 missing pieces of the mobile puzzle
The Missing
Feature
The Forgotten Layers
of the Stack
The
Disconnected
Team
FEATURES
MOBILE STACK
ORGANIZATION

39. The pieces to bring with you
Alerts and
dashboards
can help
Go get your
company’s app
some more
5-star reviews!
Engineers along
the full Mobile
stack are owners

40. 40
Digital Customer Experience Monitoring
Confidential ©2008-17 New Relic, Inc. All rights reserved.
New Relic Mobile crash analysis, now
with improved instrumentation
Facet and filter Mobile HTTP
request error events in Insights
Analyze the most impactful
crashes and fix them faster.
Filter to endpoints responsible for most
of your HTTP errors. Filter out
uninteresting status codes. Define
specific NRQL alerts.

41. 41
Coming soon!
Confidential ©2008-17 New Relic, Inc. All rights reserved.
Crash Event Trail and the
recordBreadcrumb API (agents 5.13.0)
View MobileRequestError events, custom
events, and breadcrumbsNEW
leading up
to your crash, in the crash UI!

42. Discussion

43. Thank you!
Go make amazing things happen.
Devin Cheevers,
Mobile Product Marketing
@devincheevers devincheevers
Susie Dirks,
Mobile Product Manager
@smbily susiedirks