User Experience Monitoring 

Compuware dynaTrace UEM dashboard

Compuware dynaTrace UEM dashboard

User Experience Monitoring (UEM) is a user centric quality assurance practice which captures the experience an online user has when visiting a website.  During the user’s online session, UEM records activities the user performs such as mouse clicks and page visits.

Online User Experience is influenced by many factors.

For example the device used to visit the website, their network connection, the site functioning as expected (error free) and the prompt feedback that the user’s actions (like buy or product search actions) have been executed as expected.

 

Why User Experience Monitoring ?

Studies in 2009 conducted by Forrester Consulting for Akamai show that page load times exceeding the threshold of 2 seconds, result in 79 percent of online shoppers who experience a  dissatisfying visit are less likely to buy again from the same site and 27 percent are less likely to buy at the site’s physical store.

The findings indicate that 47 percent of consumers expect pages to load in two seconds or less.

In 2012 the updated studies indicated an expected page load time of one second or less by 50 percent of the users.

Today users expect the same responsiveness that they experience on Google, Facebook and Twitter for any of their online activities.

 

In order to satisfy the online user’s expectations, maximize conversion rates, and increase page visits, enterprises must implement measures to actively monitor their user’s online experience.

 

Understand Geographical User Experience

In today’s global world, it is crucial to understand which demographics are effected by poor experience. In the two examples below, one can see how users in West North America have a good experience while for the users in India the experience is poor

 

2014-02-12_10-57-35

User Experience North America

Poor User Experience in India

Poor User Experience in India

 

What is User Experience Management?

User Experience Management describes the process of effective (proactive) management of User Experience. This includes the capability to understand in near real-time any user initiated transaction end-to-end from the user, through the networks, services and systems involved in service the user’s request.

Effective experience management allows the setting of Service Level Agreements (SLA’s) for the entire transaction or parts of the user’s transactions. Advanced management can provide User Complaint Resolution where a Customer Service Centers can review each individual transaction a user performed on the website and what the reason for the complaint is (example: “Clicked on buy but nothing happened”) .

The example below shows an impacted user action where there is a deviation from the good baseline (note the yellow bar !). The reason is third-party content providers (in this case worst offender is github).

User-Action-PurePaths

User Action PurePaths

 

 

Clicking on the GitHub shows the following details.

UEM-Github

 

User Experience Monitoring Technology

Today’s Users are always connected using traditional PC’s or mobile devices to visit online destinations.  Measuring page load times is no longer a sufficient indicator as modern devices support HTML5 websites and native mobile applications connected to online services.

UEM technology today means the following languages, technologies and Operating Systems must be supported.

 

  • HTML5
  • Android
  • IOS
  • Web Services
  • AJAX
  • JavaScript
  • Java
  • MS .Net
  • PHP

 

For this reason effective UEM requires an active component to be embedded into the application in order to capture for example on the users mobile device JavaScript execution times, clicks and many other things. Klaus Enzenhofer just published very an interesting article on Mobile Application Performance which provides in-depth details to the mentioned mobile challenges.

 

Products and tools use at M-SQUARE

 

Why we use Compuware ?

Compuware APM is  for the 4th year in sequence a Leader in the Gartner Magic Quadrant for Application Performance Monitoring and for the 3rd year Magic Quadrant Vision Leader.

 

Head over to our Engineering Blog to read more Application Performance  Topics.