Developing Solutions With User Experience in Mind Andrew Harteveldt, Sr. System’s Engineer.
-
Upload
berenice-sullivan -
Category
Documents
-
view
217 -
download
0
Transcript of Developing Solutions With User Experience in Mind Andrew Harteveldt, Sr. System’s Engineer.
Developing Solutions Developing Solutions WithWith
User Experience in MindUser Experience in Mind
Andrew Harteveldt,Sr. System’s Engineer
Agenda
• My background• The Messaging Experience• Market Characteristics• SMS and QoS• Information Overload• Conclusion
My Background
• Originally from development background– With Acision (Logica) for 8 years.– In telecoms for 11 years.– Prior to moving to North America, was a Subject
Matter Expert for messaging gateway product.
• Solution Architect for Tier 1 account• Designed many solutions for operators
globally, including the infrastructure for campaigns such as American Idol.
The Messaging Experience
• What was messaging in North America?– Under utilized– Non conversation based
• What has messaging become today?– The fastest growing revenue stream for US Wireless
Carriers (approximately 8% growth month on month)– A ‘real time’ messaging experience has led to
conversations and information sharing using text messaging.
© 2008 Acision BV. All rights reserved
Market Characteristics Emerging Exponential
GrowthExtendedGrowth
Mature
Vo
lum
e p
ote
ntia
l →
Time →
100%
Dea
ling
wit
h v
olu
me
gro
wth
Acq
uis
itio
n V
oic
e o
ffer
ing
Mas
s m
arke
t se
rvic
e :
voic
emai
l, sm
s
SM
S c
on
ten
t se
rvic
es
Tex
t B
un
dle
s: S
MS
bas
ed a
cqu
isit
ion
Exp
and
ing
VA
S p
ort
folio
Ch
urn
red
uct
ion
pro
gra
mm
es
SP
AM
pro
tect
ion
Dif
fere
nti
atio
n s
trat
egie
s
Mu
ltim
edia
co
nve
rsio
n
SMS and QoS
• Initial messaging platforms focused on core functionality:– Address translation– Routing– Protocol support
• But did not consider how to maintain QoS
SMS and QoS
• Messaging platforms, the middle men…
SubscriberDatabase
Prepaid
SS7Network
Celphone / OEM
IntercarrierServices
ContentProviders
SMSC
ApplicationGateway
SMS and QoS
• The biggest QoS issue for SMS yesterday, today and tomorrow is latency.
• Increase in latency is the number one driver for reducing messaging usage by subscribers.
SMS and QoS
• How the development culture was changed:– Started to have developers put themselves in the
operators shoes.– Consider the influence of external systems.– Make assumption that all other systems have no
OA&M capabilities.• This led to:
– Advanced metrics / KPI for OA&M.– Automated failover on external system failures.
Information Overload!
• Watch out for information overload• KPI and QoS information needs to be:
– Accurate– Timely– Focused
Conclusion• Core functionality is not everything to making a good
product. Ensure that KPI and OA&M capabilities are in depth.
• Automated failover / failback capabilities on all interfaces help build a highly available solution.
• Remember who is supporting your system and put yourself in their shoes. Their experience of your product could ultimately determine it’s success or failure.
• Lastly, proactive is the key. Warning before an issue occurs can dramatically reduce the impact to QoS than warning that an issue has occurred!
Thank you
Andrew HarteveldtSolution [email protected]: +1 617 281 4962
67 Griswold Street, Cambridge, MA 02138. United Statestel: +1 617 395 4486 fax: +1 617 395 4486 web: www.acision.com