|By Jyoti Bansal||
|January 16, 2017 04:19 PM EST|
For many companies, and up until about just five years ago, the only metrics for how well a mobile app performed were network call errors and whether it crashed or not.
But those times are long behind us, as there’s nothing simple about today’s mobile apps. Issues are harder to find and fix than ever. Your app developers and quality engineers do testing before releasing the app to an app store. They go through all the common paths to find any issues or errors. But even with all this searching, it can still be difficult to find the source of an issue.
Technical complexity isn’t the only thing that’s exploded over the last five years — user expectations have become more complex as well. Mobile app crashes and network issues aren’t the only things that could result in what could be classified as a bad user experience.
An app could be technically operating, but that doesn’t mean it’s operating in a way that’s satisfactory to a user. Expectations have grown exponentially — primarily because the bar has been set so high. Users compare every app experience to some of the top players in the app store, like Facebook, Gmail, or Instagram, amongst others.
These extreme expectations go hand in hand with mobile apps because a good chunk of their business comes from organic user growth. About 30-50% of a mobile app’s users find the app by fiddling around in app stores like Google Play and Apple iTunes, or through advertisements. Unlike websites, mobile apps must be downloaded from app stores, and the app rating is displayed right at the top. This means that your business will lose out in mobile customer acquisition if you don’t have good ratings, regardless of how good your marketing strategy is. And obviously, good ratings come from satisfying user expectations.
To drill down a bit, here’s what a user is expecting from your mobile app, in addition to it being stable and error free.
- Highly responsive: Your app should load screens with content in less than 200 milliseconds, otherwise the application can be perceived as slow. Obviously, this number varies according to the geographical location of the user.
- Simplest experience to achieve a goal: Mobile apps should be built to achieve a goal in the simplest way possible because mobile devices have limited screen real estate and often suffer from limited attention span from users.
- Quick response to customer issues: Companies exchange hundreds of emails and spend multiple days to determine the source of an issue. For each customer, his or her issue is the most urgent one at that moment and should be addressed immediately.
During AppSphere 2016, I presented the following six best practices for mobile app monitoring with the goal of better meeting user expectations.
- Can you tell the health of your application in a second? You need to have a holistic view of your KPIs (key performance indicators). These KPIs must include crash rate, error rate, latencies, and a business metric (this could vary for different businesses, e.g., revenue, engagement, conversion, etc). The KPI view should be installed in every visible area of your mobile team section. Everybody should know the health of the application at any given minute.
- Whose problem is it anyway? Always know a quick way to tell what’s causing the issue and what tools you should have to help you. If you’re consulting multiple teams to see if they know the root cause of the issue, then you’ve already lost your customer’s trust. Your users and customers see you as one company and not as multiple teams or processes. You should have ways to point out the exact line of code that’s causing the issue.
- Are you asking your customers too many questions? Empower the customer voice with technical context. When users or customers have a bad experience with your app and they reach out to you for help, the last thing you want to do is to ask them what flow they went through, the buttons they clicked, or the type of phone they used. You should have tools to tell you the exact flow a user went through and how your code behaved through this flow.
- Who’s using your app, and how are they different? Understand your customer environment. You should know the geographies your application is used in and consumer preferences in different regions.
- Can you reproduce issues with certainty? This is the funniest one. Often a manager would go to his or her engineer and ask to fix an issue, and the developer would come back to say, “I can’t reproduce this issue.” So, the problem just happens for limited users only and isn’t important? Well, you aren’t going to meet customer expectations with that excuse. You should have a way to tell exactly the way a user got to that problem, so you can follow the steps and reproduce and address the issue.
- “Are you creating apps for the fun of it?” You aren’t, so you should have a way to correlate business and application performance. When your application is down on conversion or customer retention, you should know if that was driven by application performance or the business value.
These best practices should lead you to view your application through the right lens and help you keep up with user expectations.
Learn how our Mobile Real-User Monitoring solution can help you today.
The post Mobile App Monitoring Best Practices appeared first on Application Performance Monitoring Blog | AppDynamics.
SYS-CON Events announced today that CrowdReviews.com has been named “Media Sponsor” of SYS-CON's 20th International Cloud Expo, which will take place on June 6–8, 2017, at the Javits Center in New York City, NY. CrowdReviews.com is a transparent online platform for determining which products and services are the best based on the opinion of the crowd. The crowd consists of Internet users that have experienced products and services first-hand and have an interest in letting other potential buyers...
Feb. 19, 2017 11:00 AM EST Reads: 1,521
DevOps and microservices are permeating software engineering teams broadly, whether these teams are in pure software shops but happen to run a business, such Uber and Airbnb, or in companies that rely heavily on software to run more traditional business, such as financial firms or high-end manufacturers. Microservices and DevOps have created software development and therefore business speed and agility benefits, but they have also created problems; specifically, they have created software securi...
Feb. 19, 2017 11:00 AM EST Reads: 2,877
With 10 simultaneous tracks, keynotes, general sessions and targeted breakout classes, Cloud Expo and @ThingsExpo are two of the most important technology events of the year. Since its launch over eight years ago, Cloud Expo and @ThingsExpo have presented a rock star faculty as well as showcased hundreds of sponsors and exhibitors! In this blog post, I provide 7 tips on how, as part of our world-class faculty, you can deliver one of the most popular sessions at our events. But before reading the...
Feb. 19, 2017 10:45 AM EST Reads: 7,621
@DevOpsSummit at Cloud 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. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long developm...
Feb. 19, 2017 10:45 AM EST Reads: 764
While not quite mainstream yet, WebRTC is starting to gain ground with Carriers, Enterprises and Independent Software Vendors (ISV’s) alike. WebRTC makes it easy for developers to add audio and video communications into their applications by using Web browsers as their platform. But like any market, every customer engagement has unique requirements, as well as constraints. And of course, one size does not fit all. In her session at WebRTC Summit, Dr. Natasha Tamaskar, Vice President, Head of C...
Feb. 19, 2017 10:30 AM EST Reads: 6,511
Cloud Expo, Inc. has announced today that Aruna Ravichandran, vice president of DevOps Product and Solutions Marketing at CA Technologies, has been named co-conference chair of DevOps at Cloud Expo 2017. The @DevOpsSummit at Cloud Expo New York will take place on June 6-8, 2017, at the Javits Center in New York City, New York, and @DevOpsSummit at Cloud Expo Silicon Valley will take place Oct. 31-Nov. 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Feb. 19, 2017 10:00 AM EST Reads: 851
In their general session at 16th Cloud Expo, Michael Piccininni, Global Account Manager - Cloud SP at EMC Corporation, and Mike Dietze, Regional Director at Windstream Hosted Solutions, reviewed next generation cloud services, including the Windstream-EMC Tier Storage solutions, and discussed how to increase efficiencies, improve service delivery and enhance corporate cloud solution development. Michael Piccininni is Global Account Manager – Cloud SP at EMC Corporation. He has been engaged in t...
Feb. 19, 2017 10:00 AM EST Reads: 5,684
In the enterprise today, connected IoT devices are everywhere – both inside and outside corporate environments. The need to identify, manage, control and secure a quickly growing web of connections and outside devices is making the already challenging task of security even more important, and onerous. In his session at @ThingsExpo, Rich Boyer, CISO and Chief Architect for Security at NTT i3, will discuss new ways of thinking and the approaches needed to address the emerging challenges of securit...
Feb. 19, 2017 09:45 AM EST Reads: 1,141
TechTarget storage websites are the best online information resource for news, tips and expert advice for the storage, backup and disaster recovery markets. By creating abundant, high-quality editorial content across more than 140 highly targeted technology-specific websites, TechTarget attracts and nurtures communities of technology buyers researching their companies' information technology needs. By understanding these buyers' content consumption behaviors, TechTarget creates the purchase inte...
Feb. 19, 2017 09:45 AM EST Reads: 728
Almost two-thirds of companies either have or soon will have IoT as the backbone of their business. Though, IoT is far more complex than most firms expected with a majority of IoT projects having failed. How can you not get trapped in the pitfalls? In his session at @ThingsExpo, Tony Shan, Chief IoTologist at Wipro, will introduce a holistic method of IoTification, which is the process of IoTifying the existing technology portfolios and business models to adopt and leverage IoT. He will delve in...
Feb. 19, 2017 09:15 AM EST Reads: 1,013
"We host and fully manage cloud data services, whether we store, the data, move the data, or run analytics on the data," stated Kamal Shannak, Senior Development Manager, Cloud Data Services, IBM, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Feb. 19, 2017 09:15 AM EST Reads: 5,030
As cloud adoption continues to transform business, today's global enterprises are challenged with managing a growing amount of information living outside of the data center. The rapid adoption of IoT and increasingly mobile workforce are exacerbating the problem. Ensuring secure data sharing and efficient backup poses capacity and bandwidth considerations as well as policy and regulatory compliance issues.
Feb. 19, 2017 09:15 AM EST Reads: 1,561
Many private cloud projects were built to deliver self-service access to development and test resources. While those clouds delivered faster access to resources, they lacked visibility, control and security needed for production deployments. In their session at 18th Cloud Expo, Steve Anderson, Product Manager at BMC Software, and Rick Lefort, Principal Technical Marketing Consultant at BMC Software, discussed how a cloud designed for production operations not only helps accelerate developer inno...
Feb. 19, 2017 09:15 AM EST Reads: 1,493
SYS-CON Events announced today that Conference Guru has been named “Media Sponsor” of SYS-CON's 20th International Cloud Expo, which will take place on June 6–8, 2017, at the Javits Center in New York City, NY. A valuable conference experience generates new contacts, sales leads, potential strategic partners and potential investors; helps gather competitive intelligence and even provides inspiration for new products and services. Conference Guru works with conference organizers to pass great dea...
Feb. 19, 2017 07:45 AM EST Reads: 1,672
SYS-CON Events announced today that LeaseWeb USA, a cloud Infrastructure-as-a-Service (IaaS) provider, will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. LeaseWeb is one of the world's largest hosting brands. The company helps customers define, develop and deploy IT infrastructure tailored to their exact business needs, by combining various kinds cloud solutions.
Feb. 19, 2017 07:30 AM EST Reads: 1,400