real user experience insight

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Real User Experience Insight iTech Kevin Zhang ([email protected])

Copyright © 2008, Oracle and/or its affiliates. All rights reserved. 2

Solution Talk – A Summary


Solution Talk – A Case Study

Industry - General ( web based business )

Business Problem Maintenance cost Service level and customer satisfaction Revenue lost due to transaction failure

Product Used – Real User Experience Insight

Customer ProfileThis customer is an virtual retail company (We call it websell company) who is running on-line store through web. Most of its business are from internet. Shopping experience on web is very important to the success of this company.


Solution Talk – What Challengeswere responded to ??


Customer Requirements and Challenges

RequirementDecrease frustrated user access to prevent potential revenue lost

Helpdesk should address performance issue quickly to improve customer satisfaction and reduce cost

Provide insight for both business and IT staff on real end user metrics..

Challenge No effective way to monitor real end-user experience during online shopping

Lack of effective report tool for trend analysis and proactive action

Most of the time is spent either reporting problems or identifying who can resolve the problems

Production system is running 7X24 , all the approach must be both non-intrusive and secure


Solution Talk – What Did we propose ??

RUEI(Real User Experience Insight)

Load Testing andLoad Testing andAccelerators forAccelerators for

Packaged Apps & Packaged Apps & Web ServicesWeb Services

Functional Testing andFunctional Testing andAccelerators forAccelerators for

Packaged Apps & Packaged Apps & Web ServicesWeb Services

Test ManagementTest Management

Real Application TestingReal Application Testing

Data MaskingData Masking

Real UserReal UserExperience MonitoringExperience Monitoring

Service Level Service Level ManagementManagement

Packaged Application Packaged Application ManagementManagement

SOA Application ManagementSOA Application Management

Diagnostic and TuningDiagnostic and Tuning

Provisioning, Configuration Provisioning, Configuration ManagementManagement

Change Tracking Change Tracking and Synchronizationand Synchronization

Oracle Enterprise ManagerOracle Enterprise Manager

ApplicationApplicationOperationsOperations

ManagementManagement

TopTop--Down Application Management Down Application Management

ApplicationApplicationQuality Quality

ManagementManagement

Red products are included in SAM sales model

Complete solution spanning all phases from development through production

InternetInternet

DB DB

Firewall

Switch

Webserver

Webserver

Webserver

Oracle RUEI

Net

wor

k R

espo

nse

Tim

e

• Delivered?• Aborted?• Network timeout?

Pagerequest

Ser

ver R

espo

nse

Tim

e• Response?• Server error, web site error,

Hit OK• Content of page (i.e order

details, functional errors)

Collected data:

• Client-ip, Server-ip, Gateway-ip• Requested URL (Page,Object)• Cookie/Session-id• Referrer• GET & POST requests• User agents (phone type)

Real User Experience InsightHow does it work?


Solution Talk – What did we achieve ??


Proactive Monitoring And Diagnostics prevents revenue lost Business administrator is able to proactively find out hidden issue inside business transaction through the analyzing report to the web transaction history data and trend.

Faster response to customer callValidating a user’s problem and responding quickly - Using strong error replay tool , root cause of single user’s accessing failure can be quickly addressed. customer satisfaction is increased and cost is saved.

Easily Bottleneck AnalysisSystem bottleneck can be easily found out by simple drill down and click , which increases efficiency and saves cost.

Powerful business and IT insight improves efficencyDashboard with rich report provides both business and IT insight based on real user metrics .

Passive technology, no instrumentation needed to the applications

Key benefits

Proactive Monitoring And Diagnostics prevents revenue lost

The transaction funnel shows the trend of how many people walk through each of the steps needed to buy something from our tool shop

you can find that at this step the amount of people dropping off actually rises dramatically and more potential revenue were lost.

Why ??


Drill down analysis shows many content error has caused the dramatic dropping off .

By further drilldown, we can find out the reason :

A product is out of stock.

We can easily find out the product that was out of stock -one of the best selling articles!!

Please order more from vendor!!!


Faster response to customer call

The support engineer asks for the login name and time this error occurred and quickly identifies the user session.

A client calls in to the support desk stating he tried to finish a transaction but actually experienced a error in the application.


The support engineer click into the session and find all the pages accessed in this session .

He finds the error page easily . But he need more information to understand what’s wrong .

By clicking the page, support engineer can review the error page and find out that the user tried to purchase a product which was not available .

So support engineer will suggest the customer to purchase other products or waiting for the product .

The call can be closed in minutes!!Cost is saved and customer satisfaction is improved!!


Easily Bottleneck Analyzing

System administrator can find the top three applications with the highest load and slowest response from the dashboard page .

But the login application should not have such high load , so he decide to investigate around this …..

What can he find ?

By further drilldown, the administrator find that the Home page group is the bottle neck.

Since there are many pages in this group , he still need to identify the single page for this.

Easily Bottleneck Analysis

By a single click , the administrator can narrow down the scope to the pages in scripts context.


Another click shows that the root cause is located in “do clientstats.jsp”

Application owner and developer should be notified to check their application !!!



Powerful business and IT insight

Satisfied Access

Tolerating Access

Frustrated Access

High amount of frustrated access means revenue lost


Powerful business and IT insight

Dash board with rich report including monitoring, alert can help IT staff realizing the system health status - based on real user experience metrics


Solution Talk – What potential this solution has ??


Solution Talk – What is the further Potential ?

Why this Asset ? RUEI provide a powerful tool for customer to monitor their application based on

real user experience . This demo showed the key features with a case from a virtual online store – which can help the SC/Sales easily understanding the benefit of RUEI solution.

Reuse Easily reused to the customer whose business is heavily relied on web

application.

Learn More http://www.oracle.com/technology/software/products/oem/htdocs/real_user_exper

ience_insight.html


Solution Talk – Thanks !!

real user experience insight

Technology

oracle andor

user session

faster response

solution talk

web site error

customer satisfaction

server error

real end user metrics