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Manage “Up” with Mobile Web Monitoring User Experience Metrics

By Dave Karow | March 11, 2015

CATEGORIES: Web Performance

Whoever your boss is, and regardless of whether they know or even care about the intricate details of web performance management, it’s likely they care a lot about how your customers are treated through each digital channel. “User Experience Metrics” take Mobile Web Monitoring up a level, equipping you to have a conversation “up” through management with numbers that make more sense to them. 

Discussion with Peer and BossIf you find it difficult to interest managers or peers in DNS resolution or base-page download time, try instead having a conversation about just how long the customer has to wait before fully experiencing or interacting with the page.

This week Keynote rolled out an update to our mobile web user experience monitoring solution that adds user experience metrics to all the underlying synthetic monitoring network-centric details, along with other enhancements. You can now move the conversation “up” from network response times to the numbers that tell the tale about whether your systems, site design and third party cloud services deliver a consistent and acceptable customer experience: Time to First Paint, Time to Interactive Page and Total User Experience Time

Mobile Web Monitoring provides these user experience metrics by controlling an actual mobile web browser. You tell us which device to visit your site and we configure the browser on the fly, just prior to your measurements, with just the right amount of cache space, the right screen size, and dozens of other properties that can make a difference in the way your applications adapt to deliver the best possible mobile experience.  Then the fun part starts: we report on what happens as we visit each page, or better-still each of the related pages in a multi-step transaction along a key customer journey. As quick as you can think of it, you can set up your own measurements to do this from all over the world, even from multiple mobile wireless carriers. 

Now we are capturing user experience timings for every one of those journeys, and every measurement packs a double punch: Boom! Network timings down to the smallest detail of each page component.  Bam! User experience metrics that get to heart of the matter. Keep holding all of your internal and third-party teams accountable with the first punch. Start having powerful conversations about attracting, converting and retaining customers through crisp, compelling mobile interactions with the second. 

By the way, Keynote customers are just a click away from turning on Mobile Web Monitoring. Whether or not you are a Keynote customer, if you aren’t already using Keynote Mobile Web Monitoring to improve your mobile Web strategy, you should run, not walk, to ask us for a free trial today.

Let’s go a little deeper with a specific example.

User Experience vs Performance 

Here, Total Network Time (the time it took your in-house and third-party infrastructure to deliver the digital assets to the mobile device) comes in at 3.777 seconds.  That sounds reasonably crisp for a mobile session, right? 

Consider, however, that Total Network Time measures the combined time for all the requests the browser had to make over the network, but it does not include rendering time, or the CSS parsing and JavaScript execution time that busies up the browser between requests.

User experience time fills in all of those gaps and takes the conversation up a notch. In this case, Total UX (User Experience) Time is a decidedly less crisp 7.22 seconds.  That statistic, along with Time to First Paint and Time to Interactive (I like to call these “headline user experience metrics” but we capture others too) may give you pause when you first see them, but they are your friend.  Why?  User experience metrics make it easier to build your case when performance improvements are needed.  How? They focus on the customer experience created by your digital asset investments.

Today, every website is a mobile website. No matter what your approach to delivering interactivity and content, now is the time to add the mobile perspective to your monitoring mix. If you aren’t already managing performance specifically for your mobile customers, get started now.

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