|By Sebastian Kruk||
|March 24, 2014 07:00 AM EDT||
User experience can boost or kill your revenue. Unhappy users are likely to abandon a service they struggle with and go to your competitors. To effectively manage the experience of your users, you need to efficiently monitor and understand their transactions in your mobile, web and enterprise applications. More important and often overlooked, the practice of User Experience Management (UEM) does not end in the client application. Common user experience tools fail to ensure holistic UEM the same way many think performance management is only based on analyzing server logs. Neither approach will shed light on the true user experience.
UEM is one of the key aspects of the Application Performance Management. It can be realized through distinct technologies. In this article, we discuss why none one them can be the single solution to ensure enough visibility. We argue that a true, end-to-end UEM should rely on data gathered using different monitoring technologies.
Technologies for End-User Experience Monitoring
Although UEM is only one of the dimensions realizing APM, it is the one that gets most attention. End-user experience is the point where the business processes interact with the technology stack. We can define three types of technologies for UEM from different perspectives (see Figure 1) as:
Figure 1: Comparison of three perspectives of UEM
- Synthetic, Transaction-based UEM: Using synthetic scripts we can monitor web and intranet applications from different locations on both internet and internal WANs, using mobile or web client applications. This allows us to effortlessly simulate multiple end-user environments during off-peak or non-business hours to check service levels against the SLA. This gives you constant, repeatable and comparable measurements ready for comparison and baselines. It resembles testing car safety with dummies: you learn a lot about car safety but it might not directly translate to the experience of the actual passengers in real life situations (see Figure 2).
- Endpoint instrumentation: When we look at user experience from the perspective of the endpoint (mobile client or web-based) instrumentations we even get data to analyze user behavior. Nevertheless, performance analysis based on the endpoint instrumentation alone is like looking only at the car speedometer and a few other gauges at the dashboard in your car: it gives you plenty of information about your speed, RPMs and gas level but if the engine blows a piston stopping your car, your dashboard alone won't tell you the source of the problem... it just says your speed is zero. Endpoint instrumentation is also very dependent on the client's technology stack with which it has to interact seamlessly.
- Network Packet Capture and Analysis within the Data Center: Analyzing network traffic across the whole data center all the way to the end user application enables you to correlate end-user experience with the actual state of the network and services; it remains the only feasible UEM solution when the client front-end cannot be instrumented, but still uses TCP to connect to the data center. This perspective however, remains blind to the impact of everything that happens outside of Data Center, e.g., third-party components. Similar to Endpoint Instrumentation, all the car dashboard instruments might not always accurately correlate to the quality of our journey.
Figure 2: Automotive analogy for UEM: each perspective tells only part of the story
To read more, and learn additional insights, click here for the full article.
In his general session at 19th Cloud Expo, Manish Dixit, VP of Product and Engineering at Dice, discussed how Dice leverages data insights and tools to help both tech professionals and recruiters better understand how skills relate to each other and which skills are in high demand using interactive visualizations and salary indicator tools to maximize earning potential. Manish Dixit is VP of Product and Engineering at Dice. As the leader of the Product, Engineering and Data Sciences team at D...
Dec. 5, 2016 01:30 AM EST Reads: 722
It's easy to assume that your app will run on a fast and reliable network. The reality for your app's users, though, is often a slow, unreliable network with spotty coverage. What happens when the network doesn't work, or when the device is in airplane mode? You get unhappy, frustrated users. An offline-first app is an app that works, without error, when there is no network connection. In his session at 18th Cloud Expo, Bradley Holt, a Developer Advocate with IBM Cloud Data Services, discussed...
Dec. 5, 2016 01:00 AM EST Reads: 3,324
Data is the fuel that drives the machine learning algorithmic engines and ultimately provides the business value. In his session at 20th Cloud Expo, Ed Featherston, director/senior enterprise architect at Collaborative Consulting, will discuss the key considerations around quality, volume, timeliness, and pedigree that must be dealt with in order to properly fuel that engine.
Dec. 5, 2016 12:45 AM EST Reads: 1,565
Between 2005 and 2020, data volumes will grow by a factor of 300 – enough data to stack CDs from the earth to the moon 162 times. This has come to be known as the ‘big data’ phenomenon. Unfortunately, traditional approaches to handling, storing and analyzing data aren’t adequate at this scale: they’re too costly, slow and physically cumbersome to keep up. Fortunately, in response a new breed of technology has emerged that is cheaper, faster and more scalable. Yet, in meeting these new needs they...
Dec. 5, 2016 12:45 AM EST Reads: 1,803
In addition to all the benefits, IoT is also bringing new kind of customer experience challenges - cars that unlock themselves, thermostats turning houses into saunas and baby video monitors broadcasting over the internet. This list can only increase because while IoT services should be intuitive and simple to use, the delivery ecosystem is a myriad of potential problems as IoT explodes complexity. So finding a performance issue is like finding the proverbial needle in the haystack.
Dec. 5, 2016 12:30 AM EST Reads: 6,078
When it comes to cloud computing, the ability to turn massive amounts of compute cores on and off on demand sounds attractive to IT staff, who need to manage peaks and valleys in user activity. With cloud bursting, the majority of the data can stay on premises while tapping into compute from public cloud providers, reducing risk and minimizing need to move large files. In his session at 18th Cloud Expo, Scott Jeschonek, Director of Product Management at Avere Systems, discussed the IT and busin...
Dec. 5, 2016 12:15 AM EST Reads: 3,814
According to Forrester Research, every business will become either a digital predator or digital prey by 2020. To avoid demise, organizations must rapidly create new sources of value in their end-to-end customer experiences. True digital predators also must break down information and process silos and extend digital transformation initiatives to empower employees with the digital resources needed to win, serve, and retain customers.
Dec. 5, 2016 12:15 AM EST Reads: 1,155
"We are the public cloud providers. We are currently providing 50% of the resources they need for doing e-commerce business in China and we are hosting about 60% of mobile gaming in China," explained Yi Zheng, CPO and VP of Engineering at CDS Global Cloud, in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 4, 2016 11:45 PM EST Reads: 917
Fact is, enterprises have significant legacy voice infrastructure that’s costly to replace with pure IP solutions. How can we bring this analog infrastructure into our shiny new cloud applications? There are proven methods to bind both legacy voice applications and traditional PSTN audio into cloud-based applications and services at a carrier scale. Some of the most successful implementations leverage WebRTC, WebSockets, SIP and other open source technologies. In his session at @ThingsExpo, Da...
Dec. 4, 2016 10:45 PM EST Reads: 1,670
"Once customers get a year into their IoT deployments, they start to realize that they may have been shortsighted in the ways they built out their deployment and the key thing I see a lot of people looking at is - how can I take equipment data, pull it back in an IoT solution and show it in a dashboard," stated Dave McCarthy, Director of Products at Bsquare Corporation, in this SYS-CON.tv interview at @ThingsExpo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 4, 2016 10:45 PM EST Reads: 1,000
@DevOpsSummit taking place June 6-8, 2017 at Javits Center, New York City, is co-located with the 20th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. @DevOpsSummit at Cloud Expo New York Call for Papers is now open.
Dec. 4, 2016 08:30 PM EST Reads: 1,805
Predictive analytics tools monitor, report, and troubleshoot in order to make proactive decisions about the health, performance, and utilization of storage. Most enterprises combine cloud and on-premise storage, resulting in blended environments of physical, virtual, cloud, and other platforms, which justifies more sophisticated storage analytics. In his session at 18th Cloud Expo, Peter McCallum, Vice President of Datacenter Solutions at FalconStor, discussed using predictive analytics to mon...
Dec. 4, 2016 07:00 PM EST Reads: 4,918
Today we can collect lots and lots of performance data. We build beautiful dashboards and even have fancy query languages to access and transform the data. Still performance data is a secret language only a couple of people understand. The more business becomes digital the more stakeholders are interested in this data including how it relates to business. Some of these people have never used a monitoring tool before. They have a question on their mind like “How is my application doing” but no id...
Dec. 4, 2016 06:30 PM EST Reads: 2,175
@GonzalezCarmen has been ranked the Number One Influencer and @ThingsExpo has been named the Number One Brand in the “M2M 2016: Top 100 Influencers and Brands” by Onalytica. Onalytica analyzed tweets over the last 6 months mentioning the keywords M2M OR “Machine to Machine.” They then identified the top 100 most influential brands and individuals leading the discussion on Twitter.
Dec. 4, 2016 06:30 PM EST Reads: 2,035
As data explodes in quantity, importance and from new sources, the need for managing and protecting data residing across physical, virtual, and cloud environments grow with it. Managing data includes protecting it, indexing and classifying it for true, long-term management, compliance and E-Discovery. Commvault can ensure this with a single pane of glass solution – whether in a private cloud, a Service Provider delivered public cloud or a hybrid cloud environment – across the heterogeneous enter...
Dec. 4, 2016 06:00 PM EST Reads: 1,543