10 Gotchas of Mobile Apps in the Enterprise

The 10 GOTCHAS of Mobile Apps in the Enterprise

© Copyright 2013 Antenna Software, Inc. All rights reserved.

Presented by:

• Jim Somers, Chief Marketing & Strategy Officer

• Steve O’Brien, VP Product MarketingOctober 3, 2013

Confidential. Do not distribute.

2

WHY WE’RE HERE

Confidential. Do not distribute.© Copyright 2013 Antenna Software, Inc. All rights

reserved.

WELCOME & INTRODUCTIONS

• Welcome

• The top 10 "gotchas”

• Lessons Learned

• Examples of successful mobile app deployments

• Q&A

Your Hosts: Our Agenda:

3 © Copyright 2013 Antenna Software, Inc. All rights reserved.

Steve O’Brien

VP, Product MarketingAntenna Software

Jim SomersChief Marketing & Strategy Officer

Antenna Software


Have a question or want to get in on the conversation? Tweet us @AntennaSoftware or #gotchaswebinar

WHAT WE DO

AMPchroma helps build, run & manage mobile apps & content

Enabling enterprises to get to market faster, have more flexibility, and better manage risk in this ever-changing mobile world.



5 Confidential. Do not distribute.© Copyright 2013 Antenna Software, Inc. All rights

reserved.

LET’S LIGHT THIS CANDLE

1. NOT INVENTED HERE



• Someone in IT/security got wind of the fact that we have an outside agency or services provider building an app for us.

• Now they’ve stopped the project in its tracks until they give it the nod that it passes security and compliance muster.

The Gotcha!

• As mobility becomes a more strategic business imperative, it is critical to get all the stakeholders at the table early on.

• Establish a cross-department, multi-disciplinary “Center of Excellence” to steer your company’s mobile roadmap.

What to do

ESTABLISH A MOBILE COE

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“The leader of the MCoE is often an enterprise architect or a technical architect who understands the technology in a business context and has significant experience with the core business processes ...”

Other competencies that may be needed in an MCoE are:

1. Communication/networking experts

2. Mobile app dev experts

3. User interface/behavioral experts

4. Test experts

5. Communication & marketing specialists

6. Mobile security specialists

7. Mobile architects

8. Project controllers

9. Data modeling specialists

10. Integration expertsConfidential. Do not distribute.

Leif-Olof WallinResearch VP

* Put a Mobility Center of Excellence in Place to Maximize Return on Mobility, Gartner, Aug 2013


2. THE HIDDEN COSTS



• We way underestimated the time and cost for the mobile data integration.

• As a result, we experienced significant cost overruns that now puts us on the defensive for a quick ROI.

The Gotcha!

• Don’t have “happy ears” when the vendor downplays the integration effort, or tells you they have an adapter.

• Involve your IT team in the process to get a full sense of the time/effort to integrate into the backend system(s).

What to do

COST OF MOBILITY

What was the primary driving factor for costs exceeding your expectations?

9 Confidential. Do not distribute.

Other

Additional management and security functionality was needed

Multiple design/build cycles needed to achieve the desired result

We underestimated the time & complexity needed for integration

0% 10% 20% 30% 40% 50% 60% 70%

1%

30%

43%

65%

2/3 underestimated the time & effort for backend integration


MIND THE (PERCEPTION) GAP

10

Line of businessrequirement / assumption

IT Departmentrequirement / assumption



Source: Propelics, 2013 Budget Planning for Mobile (www.propelics.com/resources/2013-budget-planning-for-mobile)

LOB perception

CIO/IT perception

3. THERE AIN’T NO SUCH THING …



• I’ll just download [pick your favorite ‘free’ toolset] and build the app using that.

• It’ll be cheap and fast …

The Gotcha!

• Many of the free toolsets can result in expensive services and support fees.

• Risks can run high, so choose wisely the tool that you know has been used by other global enterprises.

What to do


https://cloud.google.com/pricing/

EXAMPLE: Google App Engine

Pros:

• Fast & cheap

• Avail 24x7

• No contract

Cons:

• Enterprise readiness

• See fine print



EXAMPLE: Google App Engine

https://cloud.google.com/pricing/


4. ONE & DONE



• Once we get this app out the door we can get back to our other priorities.

The Gotcha!

• Don’t just view the app as a linear project, but rather a living piece of software that needs to be iterated and maintained.

• Think about reusability of app components, whether they are design elements, integrations, services, etc.

What to do

FROM TACTICAL TO STRATEGIC

App“Almost all the CIOs said they expect to deploy more than 25 mobility apps in next 2 years.”*

(n)

Source: “Mobility Disruption: A CIO Perspective,” McKinsey & Company, Sept. 2012

App 1

XHow to build the app?

How to deploy the app?

How to run the app?

How to manage the app?

How to secure the app?

?



DO THE MATH



Van BakerResearch VP

5. ANDROID FRAGMENTATION



• Android’s greatest strength also creates it’s biggest challenge.

• Android devices run the gamut on OS version, screen size, screen resolution, CPU, GPU, persistent storage, DRAM, etc.

• Any app you write must support nearly all Android devices.

The Gotcha!

• Pick X most recent versions and Y most popular devices, set policy.

• Allocate additional resources for testing supported versions, devices.

• Allocate extra time for testing supported versions, devices.

What to do

A TALE OF TWO OS’s


http://venturebeat.com/2013/06/21/apple-fragmentation-what-fragmentation/

AND IT’S GETTING UGLIER TOO …

19Source: http://opensignal.com/reports/fragmentation-2013/

“We have seen 11,868 distinct devices download our app in the past few months. In our report last year we saw 3,997.”

- OpenSignal, July 2013


6. DATA PRIVACY



• Uh-oh! We’ve been collecting and storing information about our app users - their locations, transactions, and personal info.

• And I just read that could be a serious violation in certain states or countries?

The Gotcha!

• Know/follow the laws (by region).

• Over communicate to your users as to what you’re collecting.

• Check out:

What to do

http://oag.ca.gov/sites/all/files/pdfs/privacy/privacy_on_the_go.pdf

http://www.pcworld.com/article/2033808/developers-get-some-tips-on-mobile-app-privacy.html



MOST COMMON PRIVACY GOTCHAS

1. Unclear or non-existent opt-in/opt-out Texting/emailing users without explicit permission to do so

Jiffy Lube’s $47MM settlement

2. Unintentionally deceptive advertising techniques Promoting premium services through free apps, unsubstantiated claims

FTC “Online Advertising Disclosure Guidelines” apply to mobile apps, mobile web

COPPA applies to mobile too

3. Failing to have legal review of privacy policy or ad copy What data is collected

How it is used

If/when it is shared

How long, under what conditions it is retained

Disclosures must be “clear and conspicuous,” regardless of device


Source: http://mobithinking.com/mobile-compliance-and-privacy-mistakes

“74% of consumers feel it is very important to know what personal information mobile apps collect.”


7. RIGHT TOOL FOR THE RIGHT JOB



• Admittedly, people love their iPhones and are app hungry.

• But don’t just assume the iPhone is the best device for the job. What about tablets? What about peripheral support? Etc.

The Gotcha!

• Survey your your users. Talk to them …

• Understand how they plan to use the devices and apps “in the wild.”

What to do

> Push Siebel customer data

> Out to 900 US Service Technicians

> Onto Laptops with air cards

© Copyright 2011 Antenna Software, Inc. All rights reserved.© Copyright 2012 Antenna Software, Inc. All rights reserved.

IN THE BEGINNING

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MOBILIZED ONTO THE IPHONE

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iPhone & Android 1,500 usersSiebel & Kronos


WHAT’S THE FUTURE LOOK LIKE?

iPhone & Android 1,500 usersSiebel & Kronos

Leverage TabletsLeverage the Cloud Leverage the Data

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8. WEB WILL DO THE TRICK



• Why do I need middleware?

• I can just use my existing web developers and build apps that run through our web server.

The Gotcha!

• Mobile is different.

• Think disconnected

• The different devices, screen sizes, etc

• Think lots and lots of data on lots and lots of systems.

What to do

Source: Paul Osman @ Apistrat NYC (Feb. 2013)

WHY MOBILE MIDDLEWARE?

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Mobile Apps / Users

Middleware

Enterprise DataSOAP

XML-RPC

REST JSON

Diverse, legacy, verbose protocols

Common, modern, lightweight protocols

Secure connection



WEB NOT OPTIMIZED FOR MOBILE APPS

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Web Architecture Struggles …

To Handle Modern Mobile Demands

• Scaling means adding hardware, load balancers, routers, etc.

➝ Mobile demand requires capacity to scale elastically

• Hard coded dependency between storage, delivery, presentation layer makes migration/updates painful

➝ Wireless networks require atomized components

➝ Velocity of releases require ongoing updates

• Monolithic solutions don’t enable easy integration with 3rd party partners

➝ Aggregating internal and external services demands open APIs

Sources: Antenna Software & Forrester Research, Application Development & Delivery



9. BYOD MEANS BYOSecurity



• Our BYOD policy means that employees are responsible for their own security.

• So as long as the apps are secure and the enterprise systems are secure, we’re covered.

The Gotcha!

• Don’t assume anything.

• Perform a security audit BEFORE the app goes live, testing for user experience as well as enterprise compliance.

• Or, simply don’t build apps that require proprietary data/access.

What to do


NO SUCH THING AS BYOS

➜ Employees won’t self-enforce security!

of IT departments require the use of device-level security settings in the workplace

49%


Source: Ponemon Research & Websense Mobile Security Survey of 4,000 IT shops

believe employees actually comply 6%

31

A MOBILITY PLATFORM PROVIDESEND-TO-END SECURITY

Awareness

Policy enforcement

Firewall configuration

Monitoring and alerting

Centralized app management

Authentication & authorization

Centralized device management

Data security before / during / after transmission

Mobile Platform Users, DevicesEnterprise Backends

Confidential. Do not distribute.© Copyright 2013 Antenna Software, Inc. All rights

reserved.

10. THERE’S AN APP FOR THAT (RIGHT?)



• There’s a million apps in the app store, so there must already be an app that does what we need it to do.

• Why invest our precious resources to reinvent the wheel?

• We’ll just buy a prepackaged app off the shelf.

The Gotcha!

• Don’t just try to “mobilize” existing processes/applications.

• Consider the context of the user.

• How can mobile transform your business and identify new opportunities that you never thought existed before.

What to do


THE ABILITY TO TRANSFORM

Other B2E Apps:Field ServiceDistribution

Work assignmentTrouble ticket escalation


http://www.google.com/imgres?imgurl=http://www.pitchengine.com/brands/xeroxcorporation/logos/nr_Xerox_Logo_2008Jan7.jpg&imgrefurl=http://www.pitchengine.com/xeroxcorporation/xerox-survey-finds-information-overload-a-hinder-to-electronic-health-records-/15485/&usg=__zZwE6Qlwd33JymssFb379BwFiJo=&h=2617&w=6042&sz=821&hl=en&start=1&itbs=1&tbnid=ACxYdQwmklzHIM:&tbnh=65&tbnw=150&prev=/images?q=xerox+logo&hl=en&gbv=2&tbs=isch:1

http://singhose.marc.gatech.edu/courses/me2110/Misc/GE_Logo.gif

11. ONE LAST “GOTCHA”



• “Mobile First” doesn’t mean “Mobile Only.”

• Apps work great on mobile devices, but not on the desktop.

• Users are frustrated. Management is embarrassed.

The Gotcha!

• Disabuse yourself of the “mobile first” mindset.

• The message behind “mobile first” is not meant to be literal.

• Emulate the best of the best in mobile.

What to do

35

CASE STUDY: AMTRAK



“GOTCHAS” - 3 MAIN CATEGORIES

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1. Mobile is Different Not like Web or typical enterprise apps

Use cases, user’s expectations, management’s requirements

2. B2E is not the same as B2C or even B2B Enterprise security

Enterprise compliance

Enterprise user requirements

3. Prior Planning Prevents Poor Performance Allocate appropriate budget

Allocate appropriate time

Testing & integration frequently overlooked



KEY TAKEAWAYS

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Over communicate, involve everyone

No free lunch, budget appropriately

“Mobile first” Think reusability, not one & done

IntegrationTransformational Testing



WANT TO LEARN MORE?

➜ Contact us @ 201.239.7980 or [email protected] to learn more about AMPchroma

Visit us online to see our library of many Mobile Masters Webinars available on-demand



http://info.antennasoftware.com/MMWS.html

mailto:[email protected]



QUESTIONS?



Have a question or want to get in on the conversation? Tweet us @AntennaSoftware or #gotchaswebinar

THANK YOU



10 Gotchas of Mobile Apps in the Enterprise

Technology

enterprise copyright

compricing confidential

backend integration

living piece of software

mobile app dev experts

mobile coe

mobile architects

mobile data integration