1. Managing user experience for
your business applications
Zhang Hao
Delivery Manager, Compuware Asia

2. Predictions …

3. To – Amazing Facts…

4. Latest Facts…

5. Business Expectations Are High
“We want a tablet app that engages customers, and gets five
stars on the App Store, and it’s in your hands how we get there.”
Tracey Weber, managing director, Internet & mobile banking, Citibank
“I don’t even bother downloading
apps with less than 4 stars. ”
Bill S., iPhone and iPad user

6. End-Users’ Mobile Experience Expectations Are Often Not Met
More than 60% of mobile users had a problem in the past year when accessing a
website on their phone

7. Reality Check – Increasing Diversity & Complexity
Customers
Employees
UsersCloud: Private and PublicData Center
The Application Delivery Chain
3rd Part Services
Diverse Browsers &
Devices
C/C++
Diverse Platform & Architectures
Increasingly Diverse Mobile BrowsersIncreasingly Diverse Mobile Platforms

8. Users’ Expectations Are High – No Matter What
Device/Browser
89%
59%
83%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Tablet Smartphone PC
Source: Compuware APM
Percentage Of End-Users Which Expect A Website To Load In 5
Seconds Or Less
Survey date = 2012 Survey date = 2011 Survey date = 2009

9. 9
Top 5 Tips

10. 10
1. Every User Counts

11. Tip #1:
End User’s Perspective for ALL user visits from any device
Where do my users come from?

12. Tip #1:
End User’s Perspective for ALL user visits from any device

13. Are users Satisfied,
Tolerating or Frustrated
What are the doing? Are they satisfied?
Tip #1:
End User’s Perspective for ALL user visits from any device

14. 14
2. Be prepared for Success

15. Make Sure You Are Prepared For Success
Your Service Should Perform As Expected During Peak Traffic Conditions

16. Tip #2: Be Prepared for success
Test from the end user perspective

17. Tip #2: Be Prepared for success
Test from the end user perspective

18. 18
External
End
User
Enterprise
App Server
MQ
MainframeBrowser
Native
App
Frontend
Server
External
ExternalThird Party
Tip #2: Be Prepared for success
Test from the end user perspective

19. 19
3. Ensure End-Users Can Access Your
Mobile Service 24/7

20. Ensure End-Users Can Access Your Service 24/7

21. 21
4. Embrace a “One Web” Application
Performance Management Approach

22. Embrace A “One Web” Application Performance
Management Approach
• Mobile websites and applications often share backend infrastructure and
services with existing web apps
iPad & Safari
Windows 7 & Chrome
iPhone AppiPhone & Safari

23. 23
5. Benchmark Performance

24. Make Sure Your Site’s Performance Compares
Favorably To The Competitions’
Singapore Banking Singapore Retail

25. Summary
• Adopt your end-users' point of view
• Know your end-users
• Make sure you are prepared for
success
• Ensure end-users can access your
mobile service 24/7
• Make sure your mobile site’s
performance compares favorably to
the competitions’
• Embrace a “One Web” application
performance management approach

26. Thank you!
Visit our booth for the demo session
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