Delivering Consistently Great Mobile Experiences November 12, 2015 ©2008-15 New Relic, Inc. All rights reserved.
New Relic Template 2015
Delivering Consistently !Great Mobile Experiences!November 12, 2015!
©2008-15 New Relic, Inc. All rights reserved.
New Relic Template 2015
This document and the information herein (including any information that may be incorporated by reference) is provided for informational purposes only and should not be construed as an offer, commitment, promise or obligation on behalf of New Relic, Inc. (“New Relic”) to sell securities or deliver any product, material, code, functionality, or other feature. Any information provided hereby is proprietary to New Relic and may not be replicated or disclosed without New Relic’s express written permission. Such information may contain forward-looking statements within the meaning of federal securities laws. Any statement that is not a historical fact or refers to expectations, projections, future plans, objectives, estimates, goals, or other characterizations of future events is a forward-looking statement. These forward-looking statements can often be identified as such because the context of the statement will include words such as “believes,” “anticipates,” “expects” or words of similar import. Actual results may differ materially from those expressed in these forward-looking statements, which speak only as of the date hereof, and are subject to change at any time without notice. Existing and prospective investors, customers and other third parties transacting business with New Relic are cautioned not to place undue reliance on this forward-looking information. The achievement or success of the matters covered by such forward-looking statements are based on New Relic’s current assumptions, expectations, and beliefs and are subject to substantial risks, uncertainties, assumptions, and changes in circumstances that may cause the actual results, performance, or achievements to differ materially from those expressed or implied in any forward-looking statement. Further information on factors that could affect such forward-looking statements is included in the filings we make with the SEC from time to time. Copies of these documents may be obtained by visiting New Relic’s Investor Relations website at ir.newrelic.com or the SEC’s website at www.sec.gov. New Relic assumes no obligation and does not intend to update these forward-looking statements, except as required by law. New Relic makes no warranties, expressed or implied, in this document or otherwise, with respect to the information provided.
©2008-15 New Relic, Inc. All rights reserved.
New Relic Template 2015
Susie Bily Mobile Product Manager
Jonathan Karon Manager,
Mobile Engineering Team
About us
©2008-15 New Relic, Inc. All rights reserved.
New Relic Template 2015
Application performance is a crucial part
of any online experience.
©2008-15 New Relic, Inc. All rights reserved.
New Relic Template 2015
So let’s first talk about websites from your desktop
©2008-15 New Relic, Inc. All rights reserved.
https://www.akamai.com/us/en/multimedia/documents/content/akamai-performance-matters-key-consumer-insights-ebook.pdf
49%of users expect <2 second page
load time
30% expect <1 second page
load time
… and 18%
want it to be instantaneous
New Relic Template 2015
408 ms APP SERVER
8.58 s BROWSER
229 ms APP SERVER
3.02 s BROWSER
46 ms APP SERVER
5.18 s BROWSER
How much of the total page load time is in the client?
©2008-15 New Relic, Inc. All rights reserved.
95%
93%
99%
New Relic Template 2015
©2008-15 New Relic, Inc. All rights reserved.
90%
* or more!
New Relic Template 2015
Desktop websites are one part of the story
©2008-15 New Relic, Inc. All rights reserved.
New Relic Template 2015
March 2013 March 2015 March 2013 March 2015
Mobile is the other half
©2008-15 New Relic, Inc. All rights reserved.
http://www-01.ibm.com/software/marketing-solutions/benchmark-hub/holiday-readiness-2015.html
Online Traffic Online Sales
29% 47%
13% 24%
New Relic Template 2015
Everyone knows that mobile is BIG.
©2008-15 New Relic, Inc. All rights reserved.
New Relic Template 2015
Mobile 201552% of digital, 17% of all ads1
Marketing spends $$Bs to get people to your store
©2008-15 New Relic, Inc. All rights reserved.
1. http://www.emarketer.com/Article/Mobile-Account-More-than-Half-of-Digital-Ad-Spending-2015/1012930
$19 Billion1
$30 Billion1
$42 Billion1
2014 2015 2016
New Relic Template 2015
If user experience isn’t great, people will leave early and
never come back.
©2008-15 New Relic, Inc. All rights reserved.
New Relic Template 2015
Enterprise spend on the user experience side is modest
©2008-15 New Relic, Inc. All rights reserved.
1. http://www.cio.com/article/2882067/mobile-commerce/what-retailers-think-of-mobile-marketing.html
3.1 mobile developers1
building that thing to look at
Money spent getting people to look at you
New Relic Template 2015
We have to spend development time wisely.
©2008-15 New Relic, Inc. All rights reserved.
New Relic Template 2015
©2008-15 New Relic, Inc. All rights reserved. Jfderry/Wikipedia https://en.wikipedia.org/wiki/Affe_mit_Sch%C3%A4del#/media/File:Affe_mit_Sch%C3%A4del.jpg
New Relic Template 2015
Drive UX performance improvement!
©2008-15 New Relic, Inc. All rights reserved.
Define key Interactions w/ stakeholders
Cultivate CX measurement
Target, ship, repeat
New Relic Template 2015
©2008-15 New Relic, Inc. All rights reserved.
Define key Interactions w/ stakeholders
New Relic Template 2015
Interactions define customer experience.
©2008-15 New Relic, Inc. All rights reserved.
New Relic Template 2015
©2008-15 New Relic, Inc. All rights reserved.
What interactions matter to your customers?
developer productmanager
marketer designer executive
New Relic Template 2015
©2008-15 New Relic, Inc. All rights reserved.
Cultivate CX measurement
New Relic Template 2015
“Measurement gives you the data that enables valuable decisions.”
©2008-15 New Relic, Inc. All rights reserved.
~ Dana Lawson
New Relic Template 2015
What to measure?
©2008-15 New Relic, Inc. All rights reserved.
New Relic Template 2015
Introducinga CX Hierarchy of Needs
©2008-15 New Relic, Inc. All rights reserved.
New Relic Template 2015
The User Experience Hierarchy of Needs
©2008-15 New Relic, Inc. All rights reserved.
Availability
Functionality
Performance
New Relic Template 2015
©2008-15 New Relic, Inc. All rights reserved.
Availability
Functionality
Performance
New Relic Template 2015
Are YOU available?
©2008-15 New Relic, Inc. All rights reserved.
Availability
App server error rate for page loads Mobile app crash rate
New Relic Template 2015
©2008-15 New Relic, Inc. All rights reserved.
New Relic’s Mobile App
Availability
New Relic Template 2015
If you can’t log in,what’s the point?
©2008-15 New Relic, Inc. All rights reserved.
Availability
New Relic Template 2015
Are WE available?
©2008-15 New Relic, Inc. All rights reserved.
Metric
External/login.newrelic.com/all Condition
call_count > 0 over 3 mins
Alerts
Availability
New Relic Template 2015
©2008-15 New Relic, Inc. All rights reserved.
Availability
Functionality
Performance
New Relic Template 2015
Are YOU functional?
©2008-15 New Relic, Inc. All rights reserved.
App server Error Rate for XHR/AJAX Browser JS errors Mobile Screen Interactions Synthetic monitoring
Functionality
New Relic Template 2015
Are WE functional?
©2008-15 New Relic, Inc. All rights reserved.
Metric
Network/Outbound/Host/ login.newrelic.com/ErrorRate
Condition
error rate <1% over 30 mins
Functionality
New Relic Template 2015
Are WE functional?
©2008-15 New Relic, Inc. All rights reserved.
+
Functionality
New Relic Template 2015
Availability & functionality affect user experience
©2008-15 New Relic, Inc. All rights reserved.
CLOSED
Availability
Functionality
New Relic Template 2015
©2008-15 New Relic, Inc. All rights reserved.
Availability
Functionality
Performance
New Relic Template 2015
When is an Interactionfast enough?
©2008-15 New Relic, Inc. All rights reserved.
Performance
New Relic Template 2015
Watch for iteration loops
©2008-15 New Relic, Inc. All rights reserved.
Hel Hello kitty Hello Helicopter
Performance
New Relic Template 2015
Are YOU performant?
©2008-15 New Relic, Inc. All rights reserved.
Mobile Interactions Browser PageActions Custom events & metrics
Performance
New Relic Template 2015
Are WE performant?
©2008-15 New Relic, Inc. All rights reserved.
Metric
Mobile/Activity/Name/LoginTapped Condition
average_call_time < 3 seconds
Performance
New Relic Template 2015
Are WE performant?
©2008-15 New Relic, Inc. All rights reserved.
Metric
External/login.newrelic.com/all Condition
response_time < 600ms
Performance
New Relic Template 2015
The User Experience Hierarchy of Needs
©2008-15 New Relic, Inc. All rights reserved.
Availability
Functionality
Performance
Can anyone use it?
Does it work?
Is it fast enough?
New Relic Template 2015
©2008-15 New Relic, Inc. All rights reserved.
Target, ship, repeat
New Relic Template 2015
Develop goals.
©2008-15 New Relic, Inc. All rights reserved.
developer productmanager
marketer executive designer
New Relic Template 2015
How is our CX?
©2008-15 New Relic, Inc. All rights reserved.
Interaction Failures Speed Available? Functional? Performant?
Mobile web pageload
0.5% 1.5s ✔ ✔ ✔
Mobile web signup
0.01% 7s ✔ ✔ X
Mobile web payment
3.5% 4.8s ✔ X X
App crash rate 1.5% ✔ -- --
App registration 17% 4s X X ✔
App payment 2.8% 7s ✔ ✔ ??
New Relic Template 2015
Drive UX performance improvement!
©2008-15 New Relic, Inc. All rights reserved.
Define key Interactions w/ stakeholders
Cultivate CX measurement
Target, ship, repeat
New Relic Template 2015
Thank You!©2008-15 New Relic, Inc. All rights reserved.