MeasureWorks - Multichannel 2013 - Why your users quit your online (mobile) strategy
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Transcript of MeasureWorks - Multichannel 2013 - Why your users quit your online (mobile) strategy
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@jeroentjepkema
Performance Usability Experience:: ::
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Rules of ThumbWhy your users will quit your online (mobile) strategy
Multichannel 2013, April 24, 2013
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Performance?
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Aba
ndon
men
t"Rate"(%
)"
Page"Load"Time"Band"(sec.)"
Abandonment*Rate*,*All*Browsers*
Source: Gomez real user monitoring
Abandonment"Rate"Across"200+"Sites"/"177+"Million"Page"Views"Over"2"weeks"/"All#Browsers#
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Aba
ndon
men
t"Rate"(%
)"
Page"Load"Time"Band"(sec.)"
Abandonment*Rate*,*All*Browsers*
Source: Gomez real user monitoring
Abandonment"Rate"Across"200+"Sites"/"177+"Million"Page"Views"Over"2"weeks"/"All#Browsers#
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Aba
ndon
men
t"Rate"(%
)"
Page"Load"Time"Band"(sec.)"
Abandonment*Rate*,*All*Browsers*
Abandonment*Rate*,*iPhone*Safari*
Source: Gomez real user monitoring
Abandonment"Rate"Across"200+"Sites"/"177+"Million"Page"Views"Over"2"weeks"/"All#Browsers#vs.#iPhone#Safari#
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@jeroentjepkema, MeasureWorks
(inter)action
We
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0,3Instantaneous: I like it!
0
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0,3Instantaneous: I like it!
Interaction: Let’s conversate...
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1
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0,3Instantaneous: I like it!
Interaction: Let’s conversate...
Mmm, shall I click away?
0
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1
3
0,3Instantaneous: I like it!
Interaction: Let’s conversate...
Mmm, shall I click away?
Only if the task/content is relevant
0
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1
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0,3Do I like it?
Do I want to conversate?
This is where the magic happens
Mmm, shall I click away?
Only if the task/content is relevant
0
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How we perceive “interaction”?
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Sensitive for specific tasks
How we perceive “interaction”?
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Always compared to past experiences
Sensitive for specific tasks
How we perceive “interaction”?
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Always compared to past experiences
Task completion has positive impact
Sensitive for specific tasks
How we perceive “interaction”?
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Slowdowns hurts
Task completion has positive impact
Sensitive for specific tasks
How we perceive “interaction”?
Always compared to past experiences
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Experience the
difference
Tested with webpagetest.org (3G traffic shaping, 2000Kbps Down, 1000 Kbps Up, 150ms latency)
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Ultimate goal = “flow state”
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Relevant content, to support
task completion
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With fast delivery, focus on interaction
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Flow is an “optimal experience”
that is “intrinsically enjoyable”
“”
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Myth busted?
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Technology vs. Perceived
Experiment 1:Desktop
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Which website would you recommend in terms of performance?
100 users Buy a summer holiday online
Desktop only, fixed selection of shops
(Travel30)
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1
2
3
4
5
Perceived Technology
Sunweb
Globe
Neckermann
D-reizen
Arke
Ranking
Study performed by MeasureWorks for Emerce eTravel, 2013Technology vs. Perceived
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2
3
4
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Perceived Technology
Sunweb Sunweb
D-reizen Globe
Neckermann Neckermann
Arke D-reizen
Globe Arke
Ranking
Study performed by MeasureWorks for Emerce eTravel, 2013Technology vs. Perceived
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1
2
3
4
5
Perceived Technology
Sunweb Sunweb
D-reizen Globe
Neckermann Neckermann
Arke D-reizen
Globe Arke
Ranking
Study performed by MeasureWorks for Emerce eTravel, 2013Technology vs. Perceived
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Experiment 2:Mobile
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Mobile shopping experience setup....
100 mobile users Mobile browsers only via 3G, no WiFi
Perform 2 tasks:‣Buy a book‣Buy a T-shirt
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Speed
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0
12,5
25
37,5
50
Zalando HM V&D Tom Tailor3,97,7
15,4
42,1
1. Buy a T-shirt 2. Review
4
45
2420
Design Speed Mobile Readiness Other
0
10
20
30
40
Zalando HM V&D Tom Tailor
8
34
15,4126
18
54
21
Design Speed Mobile Readiness Other
Roun
d 1
Roun
d 2
Many functional issues reported
with Zalando
Mobile Only research:- Task completion: Only use smartphone to buy a book- N = 100, users range from 20-65
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Nexus - Android - 3GTested with webpagetest.org (3G traffic shaping, 2000Kbps Down, 1000 Kbps Up, 150ms latency)
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Nexus - Android - 3G
Tested with webpagetest.org (3G traffic shaping, 2000Kbps Down, 1000 Kbps Up, 150ms latency)
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Mobile readiness
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0
25
50
75
100
Bol.com Selexyz Bruna Other
1. Buy a book 2. Review 3. Buy at a different store
161624
44
Design Speed Mobile Readiness Other
12
46
2616
Design Speed Mobile Readiness Other
Mobile Only research:- Task completion: Only use smartphone to buy a book- N = 100, users range from 20-65
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Bol.com Selexyz De Boekerij ECI Bruna Cosmox
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Target your audience!
0%
10%
20%
30%
40%
Speed Readiness
18%
40% 40%
25%
< 34 > 35
Mobile Web42%
Native58%
Mobile Web55%
Native45%
< 34 > 35
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Recipe for performance
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You
1.Eco-System of
me
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Deliver the same experience to all your (mobile) users
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Regular website Native Application
Deliver the same experience to all your (mobile) users
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Regular website Native ApplicationOptimized Mobile Web
Deliver the same experience to all your (mobile) users
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Mobile firstexperience
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Prioritize your business goals
Mobile firstexperience
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Mobile firstexperience
Prioritize your business goals
Deliver content accordingly
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0
1
2
3
4
5
6
7
8
9
MoneYou ING IEX Binck Alex ABN Amro
4,84,64,6
2,32,33,5
8,9
3,8
8,5
23
7,9
1,31,8
0,6
3,7
0,91,2
Desktop Mobile Native
Page
Loa
d Ti
me
(sec
.)
Mobile First experience?Tested with webpagetest.org & gomez (For desktop 8Mbs up/ 1,5Mbs down, for Mobile 3G traffic shaping, 2000Kbps Down, 1000 Kbps Up, 150ms latency)
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#2Design for (mobile)
use cases
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Focus on task
completion
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With mobile
conditions in mind
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Optimized for the right screen
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Native app
Mobile Web - Landscape
Mobile Web - Portrait
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#3Collecting
data
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INTERNET CUSTOMERS
Third-party/ Cloud Services
Content Delivery Networks
Local ISP
Mobile Carriers
Major ISP
INTERNAL USERS (CLOUD) DATA CENTER
Storage DB Servers Web Servers
App Servers
Middleware Servers Mainframe
Load Balancers
Network
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INTERNET CUSTOMERS
Third-party/ Cloud Services
Content Delivery Networks
Local ISP
Mobile Carriers
Major ISP
INTERNAL USERS (CLOUD) DATA CENTER
Storage DB Servers Web Servers
App Servers
Middleware Servers Mainframe
Load Balancers
Network This is what you control...
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INTERNET CUSTOMERS
Third-party/ Cloud Services
Content Delivery Networks
Local ISP
Mobile Carriers
Major ISP
INTERNAL USERS (CLOUD) DATA CENTER
Storage DB Servers Web Servers
App Servers
Middleware Servers Mainframe
Load Balancers
Network This is what you control... What you’re blamed for..
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Measuring performance?
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Measuring performance? Outside-in, from the user’s perspective...
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Use real devices and/or users
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With both 3G and WiFi
connections
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Based on Real usage scenario’s
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0
5
10
15
20
25
30
9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 1 2 3 4 5 6 7 8 9 10
2,9 2,5 3,22,4
3,62,6 2,5 2,5 2,7 2,8
22,0
2,5 2,6
19,0
2,7 3,0 2,7 2,5 2,8 2,8 3,1 2,6 2,5 2,5 2,8 2,6
Worldticketcenter.nl
31 May 2012 1 June 2012
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Worldticketcenter.nl
0
5
10
15
20
25
30
9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 1 2 3 4 5 6 7 8 9 10
31 May 2012 1 June 2012
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#fail
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#fail
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#fail
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#fail
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#fail
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#fail
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Source: Compuware, 2012, Engaging the tablet user; What to expect from web sites?
Why it matters?
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Source: Compuware, 2012, Engaging the tablet user; What to expect from web sites?
Why it matters? 76% of mobile consumers won’t retry more than twice
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Source: Oracle, 2012, Customer Experience Survey
Why it matters? 89% of (mobile) consumers will leave to the competition
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To summarize...
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Performance is a requirement
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Net Performance Score
Create great service
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Real users,real devices,
real data
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Detecting Trends
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Don’t let them click away
Create an experience
that performs
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Questions?
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View slides: http://bit.ly/MW-MC13
More performance? Join us May 18, webperfdays.org
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Thanks! More questions?M: [email protected]: @jeroentjepkemaW: www.measureworks.nl