pre-con education: how to deliver a "5-star" mobile app experience with ca mobile app...

Pre-Con Education: How to Deliver a "5-Star" Mobile App Experience With CA Mobile App Analytics and CA Application Performance Management

Bryan Whitmarsh

DevOps: Agile Ops

CA Technologies

Product Management

DO5X112E

@bryanwhitmarsh

#CAWorld

2 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

© 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.

The content provided in this CA World 2015 presentation is intended for informational purposes only and does not form any type of

warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.

For Informational Purposes Only

Terms of this Presentation


Abstract

CA Mobile App Analytics combines app performancemanagement, developer analytics and usage analytics in asingle tool. In this session, you will see how to use CA MobileApp Analytics to understand the overall user experience ofyour mobile application. The analytics provided will enableyou to continuously improve the user experience of yourmobile app, a critical part of achieving the coveted 5-Starrating. Attendees will be provided a detailed overview of thesolution, along with an instructor lead demo showing howeasy it is to take an existing iOS mobile application and addthe power of CA Mobile Analytics with CA ApplicationPerformance Management integration.

Bryan Whitmarsh

CA Technologies

Product Management


Agenda

INTRO TO MOBILE APPLICATION ANALYTICS (MAA)

ADDING THE MAA SDK TO AN EXISTING IOS APPLICATION

DEBUGGING A MOBILE APPLICATION CRASH

ADDING CUSTOM TRANSACTIONS AND EVENTS

CA APPLICATION PERFORMANCE MANAGEMENT INTEGRATION

TRACKING DOWN THE CAUSE OF A SLOW MOBILE TRANSACTION

1

2

3

4

5

6

BECOME A MIND READER7


Recommended Sessions

SESSION # TITLE DATE/TIME

DO5X189SHow to Achieve a Customer-Centric View in an Omni-

Channel World11/18/2015 at 1:00 pm

DO5X194SMonitor Microservices, Containers, Cloud Foundry and

Node with CA Application Performance Management11/18/2015 at 4:30 pm

DO5X193S

Customize CA Application Performance Management

with Tips for Using the CA Application Performance

Management Open APIs

11/19/2015 at 4:30 pm


Must See Demos

Application Performance Management and DevOps, featuring APM use in preproduction scenarios

Mobile App Analytics

Theater 5

Application Performance Management, Modern Monitoring, featuring the new APM Team Center

Application Performance Management

Theater 5

Ensuring a “5 star” mobile app experience with CA Mobile App Analytics

Application Performance Management

Theater 5

“Mobile to Mainframe” user experience management


Theater 5


Follow On Conversations At…

Smart Bar


Theater 5

Tech Talks


Theater 5

Intro to Mobile Application Analytics (MAA)


Application Economy

welcome to the

$177BPublic cloud services market

expected to grow 16% in 2015 to $177 billion1

50%By 2018, more than 50% of B2B

collaboration will take place through Web APIs3

268BBy 2017, mobile apps will be downloaded more than 268

billion times2

“Software is eating the world”

- Marc AndreesonWall Street Journal, Why Software is Eating the World,August 2011

1 Gartner Forecast: Public Cloud Services, Worldwide, 2012-2018, 4Q14 Update, Ed Anderson, et al, 10 April 20152 Gartner Hype Cycle for Application Development, 2014, Thomas E. Murphy, et al, 29 July 20143 Gartner Press Release, “Gartner Says by 2017, Mobile Users Will Provide Personalized Data Streams to More Than 100 Apps and Services Every Day” January 22, 2014 http://www.gartner.com/newsroom/id/2654115

http://online.wsj.com/articles/SB10001424053111903480904576512250915629460


Mobilizing the Application EconomyGrowth & Opportunities

SO WHAT’S DIFFERENT?


CA Mobile App Analytics

Understand user behavior

Apply real-time intelligence

Fail fast, iterate quickly

DELIGHT CUSTOMERS

Deliver great experiences

Improve apps with analytics

Provide world-class support

DELIVER HIGH VALUE & MAXIMIZE REVENUE


And they demand perfectionUsers Hold the Power

Of mobile users are unwilling to wait for slow app load times67%

“Crashes” is one of the most common words in 1-star reviews

Of users will consider abandoning a brand over a poor application experience

27%


27%Business Intelligence

67%Performance

How to Succeed in the Mobile App Economy

Of mobile users are unwilling to wait for slow app load times

“Crashes” is one of the most common words in 1-star reviews

Of users will consider abandoning a brand over a poor application experience

Quality

Actionable Analytics

Rapid Analysis

Deep Visibility

for superior availability

for seamless user interaction

for user data driven decisions

DevOps for Mobilefor faster time to market & a competitive edge


Success Requires Collaboration From Stakeholders

Developer InsightOperational Efficiency Business Intelligence

Capture app crashes,

identify root causes

Prioritize issues by understanding

impact on UX & revenue

See device usage metrics –

CPU, memory, frame rate

Code-level visibility into issues

with stack traces, activity logs

View app performance by

version, carrier, geo, OS, network

Real-time alerts on threshold

violations impacting SLAs, UX

Prioritize alerts based on impact

to business, revenue

Gain end-to-end visibility into

the mobile infrastructure

Gain visibility into performance

of key business services

Create custom metrics and

reports to measure ROI

Improve work flows in the app

Segment & analyze usage data by

app version, carrier, location, OS

Make data-driven decisions


Developer Analytics

Capture mobile app crashes and identify root causes

Screen capture issues fix them faster, drive better UX

Gain code-level visibility into issues with symbolic stack traces and detailed activity logs

View video session playback of user interaction prior to a crash

Prioritize issues by assessing impact on user experience and revenue

Analyze errors and network behavior to identify issues in code or back-end servers

Capture device usage metrics: CPU, memory, frame rate

Tag a user, then understand how the app performed for that specific user (crash, latency)

For Developers, MAA captures app crashes and offers code-level visibility into root causes. This visibility is critical in providing best end-user experience.


Operations Analytics

Segment app performance by version, carrier, geo, OS, device

Get real-time alerts on threshold violations impacting SLAs, user experience, or revenue; prioritize alerts

Gain visibility into backend services affecting the app performance

Analyze performance of networks and locations to correlate with app performance

Isolate and rule out domain, network, data center issues

Identify mobile app hotspots: usage, performance, coverage, issues

For Operations team, MAA solution captures performance metrics of the mobile app infrastructure. These metrics help address issues before they hurt UX.


Business Analytics

Gain visibility into performance of key business services

Identify popular business flows in the app; capture user flow through your app

Generate custom metrics and reports to measure ROI

Insight into mobile app user engagement, activity, and retention

Segment & analyze usage data by app version, carrier/WiFi, location, platform, OS

Track and report stickiness based on users’ revisits

Get data to help make better OpEx and CapEx decisions

Tag a business event (e.g. Gold Customer, shopping cart > 100 items) and look at impact on the top line

For Business Analysts, MAA is an analytics solution that captures usage and user experience metrics. This metrics help increase top-line revenue.


Adding the MAA SDK to an existing iOS Application


Adding the MAA SDK to an Existing iOS Application

1. Sign up for a hosted MAA trail at trials.ca.com



1. Login to MAA

2. Select APPS -> NEW APP



1. Select “IOS”

2. Select the correct development language or platform

3. DOWNLOAD THE IOS SDK AND THE PROPERTIES (PLIST) FILE

4. Follow the Integration steps



1. Scroll to bottom of APPS screen

2. Enable “Screen captures”

3. Enable “Automated Mobile transactions”

4. Disable “Send data to CA APM”

5. SAVE CURRENT SETTINGS AS A NEW PROFILE…

MAA Data Collection Profiles (App Profiles) are dynamically sent down to the MAA SDK



1. Run your mobile application and run through all the screens

2. Exit mobile app and wait longer than the MAA Session Timeout (Default=15 Seconds)

3. Enter MAA Admin Console and filter on App/Version/Platform

4. Select the Completed Session and click on “USE AS REFERENCE”

Setting Up Reference Screen Shots



1. Now that you have a reference session and have collected all the app screen shots you can disable “Screen captures” from the App Profile

MAA will reconstruct user screen shots and video playback from the reference session

Setting Up Reference Screen Shots


Adding Custom Transactions and Events


Adding a Custom Transaction

1. Determine where you want your transaction to start and add the MAA “startApplicationTransaction” API call



2. Determine all possible spots where your transaction may end and add the MAA “stopApplicationTransaction” API calls



3. Go to the App Profile and uncheck the “Automated” transactions box.


Adding a Custom Event

1. Determine what type of event you want to track and where you want to track it then add the MAA “addSessionEventOf” API call to your code


Adding a Custom Event – Customer ID

1. Customer ID is one of the default Custom Events that can be easily set to help identify the origin of session information within CA MAA


CA Application Performance Management Integration


CA Application Performance Management Integration

Tag and Follow

– CA MAA decorates the HTTP call headers that mobile apps make with an External APM

Application Transaction by injecting a header parameter (x-apm-bt)

– This parameter names the mobile application service and transaction allowing CA APM to

process this header identifying the mobile transaction that these requests belong to

Deep-Linking

– CA APM allows you to link from an CA MAA session transaction directly into CA APM to

be investigated with the correct context including transaction timeframe

Works for both wrapped or SDK instrumented Apps


CA Application Performance Management IntegrationArchitecture Overview


Decorated HTTP header sent by MAA

– x-apm-bt:t=<MAA-TenantID>;d=<UDID>;v=<MAA-SDK-

Version>;n=<NetworkNAME>;l=<LinkType>;g=<GeographicalLocation>;a=<AppNAME>$

bs=<BusinessServiceName>;bt=<BusinessTransactionName>;p=<PlatformNAME>;pv=<P

latformVersion>

– http://tixchange.demo.ca.com:80/jtixchange_web/shop/viewProduct.shtml?productId=

MU-EL-01&clientType=iOS with header t=CAW15-

USERSTORE;d=d41d8cd98f00b204e9800998ecf8427e4ecae9b0;v=15.2;n=WIFI;l=WiFi;a

=TIXCHANGE$bs=TIXCHANGE;bt=Shop - View Product;p=iOS;pv=8.4

– BusinessServiceName and BusinessTransaction are the only REQUIRED Attributes

CA Application Performance Management IntegrationX-APM-BT header in detail


1. Make sure the application calls you are making from the mobile application are monitored by CA Application Performance Management Introscope agent version 9.7 or higher

2. Update your MAA Application Profile enabling APM Integration by checking the “Send data to CA APM” box, this will tell the MAA SDK to decorate the mobile application call http headers

Example: http://tixchange.demo.ca.com:80/jtixchange_web/shop/viewProduct.shtml?productId=MU-EL-01&clientType=iOS with header t=CAW15-USERSTORE;d=d41d8cd98f00b204e9800998ecf8427ed5766501;v=15.2.1;n=WIFI;l=WiFi;a=TIXCHANGE$bs=TIXCHANGE;bt=Shop - View Product;p=iOS;pv=9.0

Transactions can now be followed from Mobile App to Backend from MAA SDK to APM

CA Application Performance Management IntegrationTag and Follow


1. Open the createAppConfig.sh (available in testscripts folder) and modify the parameters to match your MAA Server information, application name, and correct APM Server version url

2. Execute createAppConfig.sh

3. APM url set on per tenant / per app basis

CA Application Performance Management IntegrationDeep-Linking


Tracking Down the Cause of a Slow Mobile Transaction



1. Leveraging MAA/APM alerts and/or the new APM 10.x Differential Analysis the Operations team is aware of poor performing mobile transactions



2. All mobile events for a transaction can be viewed within MAA and a single click can take you to the same transaction within CA APM



3. The MAA APM Deep Linking brings you directly into the new APM Team Center view filtered for the specific Business Service/Business Transaction during the Timeline that the Transaction took place



4. Additional details from APM trace views can pin point the cause of the slow transaction


Debugging a Mobile Application Crash



1. Leveraging MAA alerts the Operations team is aware of application crashes



2. For high impact Application crashes the operations team will most likely need to get the development team engaged



3. The developers can slice and dice the data in order to understand crash patterns

4. Developers can build in Crash feedback requests to gain valuable information from the users

5. Additionally they have application screen shots and VCR like replays capability of crashed sessions



6. And finally the all important “stack trace” that will point them to the line of code causing the crash for quick resolution

7. Updates can be compared to ensure


Become a Mind Reader



Know your users!– How they use the app

– How often they use the app

– What screens are they viewing most often

– Where they are tapping on the screens

– How they flow through the app

– Where the users are

– Which devices they use

– Which carriers are being used



Leveraging MAA Usage metrics enables you to continuously adapt and improve the mobile application experience in order to exceed customer expectations. Being able to read the mind of your users and provide them what they want before they have to ask will result in 5-Star mobile application ratings.


Experiences

There are many factors that determine the overall mobile application experience. You must have visibility into EVERY factor and be able to exceed customer expectations in order to obtain and maintain a 5-Star mobile application rating.

Key topics

In order to deliver and maintain 5-Star rated mobile applications you must be able to provide actionable analytics to the App Developer, Operations, and App/Business owner.

Findings

Adding the collection of key analytic metrics to your existing mobile application can be done with minimal effort.

SummaryA Few Words to Review


Q & A


For More Information

To learn more, please visit:

http://cainc.to/Nv2VOe

CA World ’15

http://cainc.to/Nv2VOe

http://bit.ly/1wbjjqX

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