Managing user experience for your business applications

Zhang HaoDelivery Manager, Compuware Asia

Predictions …

To – Amazing Facts…

Latest Facts…

Business Expectations Are High

“We want a tablet app that engages customers, and gets five stars on the App Store, and it’s in your hands how we get there.”

Tracey Weber, managing director, Internet & mobile banking, Citibank

“I don’t even bother downloading apps with less than 4 stars. ”

Bill S., iPhone and iPad user

End-Users’ Mobile Experience Expectations Are Often Not Met

More than 60% of mobile users had a problem in the past year when accessing a website on their phone

Reality Check – Increasing Diversity & Complexity

Customers

Employees

UsersCloud: Private and Public Data Center

The Application Delivery Chain

3rd Part Services

Diverse Browsers & Devices

C/C++

Diverse Platform & Architectures

Increasingly Diverse Mobile BrowsersIncreasingly Diverse Mobile Platforms

Users’ Expectations Are High – No Matter What Device/Browser

Tablet Smartphone PC0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

89%

59%

83%

Source: Compuware APM

Percentage Of End-Users Which Expect A Website To Load In 5 Seconds Or Less

Survey date = 2012 Survey date = 2011 Survey date = 2009

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Top 5 Tips

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1. Every User Counts

Tip #1: End User’s Perspective for ALL user visits from any device

Where do my users come from?

Tip #1: End User’s Perspective for ALL user visits from any device

Are users Satisfied, Tolerating or Frustrated

What are the doing? Are they satisfied?

Tip #1: End User’s Perspective for ALL user visits from any device

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2. Be prepared for Success

Make Sure You Are Prepared For SuccessYour Service Should Perform As Expected During Peak Traffic Conditions

Tip #2: Be Prepared for successTest from the end user perspective

Tip #2: Be Prepared for successTest from the end user perspective

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External

End User

Enterprise

App ServerMQ

MainframeBrowser

Native App

FrontendServer

External

ExternalThird Party

Tip #2: Be Prepared for successTest from the end user perspective

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3. Ensure End-Users Can Access Your Mobile Service 24/7

Ensure End-Users Can Access Your Service 24/7

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4. Embrace a “One Web” Application Performance Management Approach

Embrace A “One Web” Application Performance Management Approach

• Mobile websites and applications often share backend infrastructure and services with existing web apps

iPad & Safari

Windows 7 & ChromeiPhone AppiPhone & Safari

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5. Benchmark Performance

Make Sure Your Site’s Performance Compares Favorably To The Competitions’

Singapore Banking Singapore Retail

Summary

• Adopt your end-users' point of view• Know your end-users• Make sure you are prepared for

success • Ensure end-users can access your

mobile service 24/7• Make sure your mobile site’s

performance compares favorably to the competitions’

• Embrace a “One Web” application performance management approach

Thank you!Visit our booth for the demo session

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