TABLE OF CONTENTS · Inbound marketing leads will be lost when your site underperforms and frustrated visitors leave without completing conversion goals. As a result, you will need

TABLE OF CONTENTS

Defining Digital Experience Monitoring .................................................................................... 2

Understanding the Impact of Digital Experiences .................................................................... 4

50 Latest Mobile Performance Stats .................................................................................... 5

Not Meeting Online User Expectations Is Costly .................................................................. 8

Meeting And Exceeding User Expectations Drives More Business! ..................................... 9

Identifying the Causes of Poor Digital Experiences ............................................................... 10

Measures To Reduce Your Risk ......................................................................................... 14

Discovering Digital Experience Issues ................................................................................... 15

5 Dem Strategies ................................................................................................................ 15

Help Desk, Tech Support, and Social Media ....................................................................... 16

Real User Measurement (RUM) .......................................................................................... 17

Application Monitoring ....................................................................................................... 18

Cloud-based Synthetic Monitoring ..................................................................................... 19

On-premise Synthetic Monitoring ....................................................................................... 20

Choosing The Right Monitoring Strategy ............................................................................... 21

Which Tool is Right For Me? ............................................................................................... 21

Why You Must Have Synthetic Monitoring In Your Mix ...................................................... 23

Monitoring Checklist To Get You Going ................................................................................. 24

Digital Experience Monitoring Selection Guide ...................................................................... 25

References ............................................................................................................................. 26

The Ultimate Guide to DEM

Digital Experience Monitoring 2

DEFINING DIGITAL EXPERIENCE MONITORING

End-User Experience

End-user experience describes the quality of all the interactions and engagements

that the users of an organization’s application or service have with that application

or service. These users can be external such as customers, partners, suppliers or

site visitors, or internal, such as employees.

End-User Experience Monitoring (EUM)

End-user experience monitoring describes various technologies used to monitor

application and service performance levels as the end user experiences them. This

can include web page or application wait times, load times, transaction response

times, and availability, all from the end users’ perspective. The primary

technologies for end-user experience monitoring are synthetic monitoring, which

automates interactions, including multi-step transactions, with a website or

application to constantly test how that application performs, and real user

measurement, which shows how actual users navigate your site or applications

and how their behavior is affected by your site or applications’ performance.

EUM is a critical part of any application performance management strategy. But

while traditional APM tools focus on back-end metrics, like server processing time,

database operations, CPU utilization, memory consumption, IOPS, or code



execution time, EUM allows you to connect the dots between those metrics and

what your end users are actually experiencing while using your site or application.

Digital Experience Monitoring

EUM is a subset of an emerging technology known as Digital Experience

Monitoring (DEM). While EUM looks specifically at the human end-user or

customer, DEM looks at the experience of all digital agents—human and

machine—as they interact with enterprises’ application and service portfolios.

As Internet of Things technologies continue to mature, these machine digital

agents will become increasingly common, will interact with applications

continuously, and will not be limited to internal users or customers. Indeed, they

may not even transact with the organization’s systems as human users do, but will

still generate valuable data that’s useful to suppliers, partners, and observers in

addition to the enterprise itself. These machine digital agent interactions must be

monitored to provide the most complete view of application and service level

quality.



UNDERSTANDING THE IMPACT OF DIGITAL EXPERIENCES

A one-second delay in web page load time could cost Amazon up to $1.6 billion a year.

Just 4/10th of a second delay decreased Google searches by 8 million a day.1

Fast and reliable digital experiences make for happy users (and employees)

and repeat business, but they’re not built overnight, nor is the work ever

complete. Performance is a journey (not a destination), so creating a

company “culture of quality performance” is key to building and maintaining

top performing sites.

Building such a culture isn’t easy, but it starts with understanding and

communicating the importance of reducing latency, maintaining uptime, and

improving speed on every release.



50 MOBILE PERFORMANCE STATS YOU NEED TO KNOW

Your customers’ experience on mobile is more important than ever.

These 50 mobile performance stats say it all.

MOBILE PERFORMANCE

1. Mobile pages make an average of 214 server requests, and nearly half of all server requests are

ad-related. 2

2. The average weight of the content on mobile sites is 1.49 MB, which takes 7 seconds to load over

3G connections. 3

3. The average load time for mobile sites is 19 seconds over 3G connections. 4

4. One out of two people expect a page to load in less than 2 seconds. 5

5. 85% of mobile users expect pages to load as fast as or faster than they load on the desktop. 6

6. Mobile sites that load in 5 seconds earn up to 2x more mobile ad revenue than those whose sites

load in 19 seconds. 7

7. Sites that load in 5 seconds vs 19 seconds observed 25% higher ad viewability. 8

8. Sites that load in 5 seconds vs 19 seconds observed 70% longer average sessions. 9

9. Sites that load in 5 seconds vs 19 seconds observed 35% lower bounce rates. 10

10. Latency for major mobile carriers in the US ranges from 340 to 362 milliseconds per request. 11

11. In 2011, almost half of all pages served to mobile contained fewer than 25 total requests. 12

12. Today, 1 out of 5 pages contains 100 or more resource requests and more than half of all pages

contain 50 or more requests. 13

13. The average page served to mobile has grown by 203% since 2011. 14

14. In 2011, only 2% of all pages served to mobile devices used custom fonts. In 2015, that number

has increased 48%.15

15. The average page served to mobile is 3X bigger than it was four years ago. 16



MOBILE USAGE

16. 75% of Internet users went online via a mobile device at the end of 2015. 17

17. In many countries, including the US, more searches take place on mobile devices than on

computers. 18

18. The percentage of people making mobile purchases steadily increased to 30% in Q4-2015 (24%

on a phone and 6% on a tablet) and the frequency of mobile purchases increased 35%.19

19. 60% of customers seek discounts and sales, 36% seek product reviews, and 35% seek product

information, via mobile ads. 20

20. 57% of tablet users conduct product searches at least once a week, compared to 37% of

desktop users. 21

21. By 2020, there will be roughly 6.1 billion mobile users. 22

22. Wi-Fi and mobile-connected devices will generate 68% of all Internet traffic by 2017. 23

23. There are more mobile Internet users than desktop Internet users; 52.7% of global Internet users

access the Internet via mobile, and 75.1% of US Internet users access the Internet via mobile. 24

COST OF POOR MOBILE PERFORMANCE

24. 46% of people say that waiting for pages to load is what they dislike the most when browsing

the web on mobile devices. 25

25. 53% of mobile site visits are abandoned if pages take longer than 3 seconds to load. 26

26. 65% of consumers say that a poor online experience has a direct impact on their opinion of a

brand. 27

27. 39% of mobile users are not happy with their online experience due to slow pages and mobile

site freezes/crashes. 28

28. 46% of mobile users would abandon a page if it did not load within 3 seconds. 29

29. Tablet users are 33% less likely to purchase from a company online if they experience poor site

performance, 46% will go to competitor websites, and 35% are less likely to visit the problematic

website on any platform. 30

30. Every one-second delay in web page load time could lead to $1.6B in annual losses for major

online merchants. 31

31. 52% of customers are less likely to engage with a company due to a bad mobile experience. 32

32. 30% of dissatisfied mobile shoppers say they will never return. 33



33. 36% cited slow load times as the cause of abandonment on mobile travel sites. 34

M-COMMERCE

34. B2C mobile commerce sales in the US are valued at an estimated $83.93 billion. 35

35. eMarketer estimates US retail m-commerce sales will reach $123.13 billion in 2016. 36

36. In 2015, mobile influenced over $1 trillion in retail sales. 37

37. 27% of US smartphone owners purchased via a retail mobile app. 38

38. Nearly a quarter of respondents said they have between six and ten retail apps on their

smartphones as of April 2016. 39

39. More than half of all time spent on retail sites takes place on a mobile device. 40

40. Mobile shopping cart abandonment rates are higher (at 97%) than desktop shopping cart rates

(at 70 – 75%).41

41. 82% of people consult their phones regarding a purchase they’re about to make in a store. 42

42. 30% of all online purchases took place on mobile (24% on a phone, 6% on a tablet). 43

43. By 2019, 25% of all global online travel bookings will be from mobile devices. 44

44. 50% of all online travel bookings in the US are expected to occur via mobile device in 2016, yet

only 24% of the top 100 mobile travel sites loaded in the ideal time of 4 seconds or less across

devices. 45

INVESTMENT IN MOBILE

45. Only 14% of companies Forrester surveyed use mobile to transform their customer experiences.

46

46. 77% of retailers have sites optimized for smartphones. 47

47. Only 25% of companies will fully integrate mobile into their overall business strategies to

transform their customer experience. 48

48. In 2014, retailers spent an average of $1.2 million on smartphone investments and $550,000 on

tablet investments. 49

49. Mobile search ads were estimated to be $12.85 billion in 2015, over 50% of the search market. 50

50. Mobile advertising spend is projected to account for 60.4% of all digital advertising spend by

2016 and 72.2% of all digital advertising spend by 2019. 51



NOT MEETING ONLINE USER EXPECTATIONS IS COSTLY

Lost Revenue

Every second of delay will lead to a 7% decrease in web conversions.52

Additionally, 75% of shoppers who experience a website that freezes,

crashes, is too slow, or involves a convoluted checkout process would

no longer buy from that site.3

Productivity Losses

Underperforming web-based internal systems severely hinder employee

productivity. 68% of managers surveyed in a recent study cited “slow

Internet” or “inability to access documents from a network” as affecting

their productivity.53

Brand Damage

Poor web experiences generate social media negativity and deter other

prospects, jeopardizing future revenue. In fact, 4% of unsatisfied customers

(such as those impacted by an outage or a slow loading page) will

complain.54 And just one negative review can cost you 30 customers.

Additional Marketing Costs

Inbound marketing leads will be lost when your site underperforms and

frustrated visitors leave without completing conversion goals. As a

result, you will need to increase your marketing spend to drive additional

web traffic to recoup lost leads.



MEETING AND EXCEEDING USER EXPECTATIONS DRIVES MORE BUSINESS!

Site speed affects your brand image—80% of people said online reviews and search results (Google favors quicker sites in ranking) determine what they think about a company, and social networks influence 49% of consumers.55

According to a recent study of more than 2,500 online consumers in the

US and UK, making each page in a transaction 2 seconds faster resulted

in more than double the number of completed transactions.4

Walmart optimized their site and found that every 100 ms of improvement

led to a 1% increase in revenue.56

Trulia decreased their page load time by 21%, resulting in an 11% increase

in sales.57



IDENTIFYING THE CAUSES OF POOR DIGITAL EXPERIENCES

Now that you know how delivering a poor digital experience can be a

detriment to your online success, the next step is understanding where the

biggest speed and availability risks are, and what measures you can take to

mitigate these risks.



RELIANCE ON THIRD-PARTY SERVICES

If an application moves from a single infrastructure with 99.99% availability to an open one relying on five different providers with 99.99% availability each, the result is an infrastructure with 99.95% availability.

Websites are a complex

ecosystem of social media,

private and public clouds, internal

components, content delivery

networks (CDNs), ads, reviews,

marketing, and analytics engines.

Just one underperforming

component within this delivery

chain can severely impact your

performance and could bring

business to a halt. Even worse,

site owners have little to no control over the performance of third-party

services. Furthermore, because of the proliferation of third-party services, a

seemingly isolated incident at the service provider may affect many more

companies than just themselves.

Third-party tag removed (errors stopped), then reinstalled



CHANGE AND HUMAN ERROR

In a new, agile development world, change is

happening constantly on the web, whether a

developer pushes new code or content, or an

infrastructure update is made. Due to

complexity or a lack of understanding of

performance impact, change can cause

unexpected degradations. Furthermore, the

web is coded and maintained by humans,

and humans make mistakes. Unfortunately,

these risks exist by nature and cannot always

be prevented.

NETWORK AND LOCATIONS

The speed of the web is limited by physics—

the distance of the end user to the server

dictates how long it takes to deliver the

webpage. The further the user from the server,

the higher the latency. Wireless, broadband

and fiber networks also all provide different

connection speeds, changing how fast a

webpage renders to the end user. While you

have no control over where your end users

browse from and which networks they use,

you can place your datacenters closer to them to mitigate factors outside of

your control.

Large gap in script loading due to coding error

Great performance in Phoenix….your smallest market



LOAD ON SERVERS, WEB TRAFFIC FLUCTUATIONS

Sometimes an event or promotion can drive a

burst of traffic to a website. If there are not

ample resources available on the server side

to handle the increased load, the server

performance will rapidly deteriorate until

reaching the point of failure. A website in a

public cloud environment can be affected by

resource-hungry neighbors in the same way.

WEBSITE FRONT-END CODE

How your website is coded and fetches

resources affects performance. As a rule, it is

best to make sure your CSS and JS are non-

blocking, the page makes as few requests as

possible, and all images are optimized for

performance (compressed and sprited). Keep

in mind that desktop and mobile browsers

render webpages differently.

Major delays caused by poorly configured JS

Servers can’t handle traffic spike from promotion



MEASURES TO REDUCE YOUR RISK

1. Before expected peaks of traffic, verify that your infrastructure (load

balancers, front-end servers, edge servers, databases) can handle the

increased load.

2. Solutions such as tag management systems and CDN load balancing can

reduce dangers stemming from the complex delivery of assets and

mitigate risk of third-party issues.

3. Understand from where and how the majority of your users access your

site and develop responsive design based on your data. If necessary,

leverage a CDN to serve content closer to your global end users.

4. There are many different free tools (such as Google PageSpeed and

Yahoo YSlow) that can crawl your page and score it based on best

practice guidelines. Be careful though—every website is unique, so a high

score does not necessarily guarantee a fast website.

5. If development resources are scarce for front-end performance

improvement, rely on front end optimization solutions to automatically

apply optimizations to the website.

6. Desktop and mobile browsers render webpages differently; make sure that

these variations are tested for and optimized during development. Beware of

potential negative performance impact when using jQuery on mobile.



DISCOVERING DIGITAL EXPERIENCE ISSUES

Knowing what can cause performance degradations during development is one

thing; spotting a performance issue out in the wild (that may impact users) is

another. There are multiple methods for keeping an eye on the health of your

digital interactions, but the success of each depends on your specific needs.

5 DEM STRATEGIES

Many organizations rely on a combination of approaches to oversee their

digital experiences, including:

1. Help desk, tech support, and social media — responsive monitoring

2. Real user measurement (RUM) — passive monitoring for end-user experience

3. Application monitoring — passive monitoring for applications and

infrastructure

4. Cloud-based synthetic monitoring — active monitoring

5. On-premise synthetic monitoring — active monitoring



HELP DESK, TECH SUPPORT, AND SOCIAL MEDIA

Monitoring social media feeds and listening to your customers is an excellent way to

understand their experience. A timely, human response to customers experiencing issues

strengthens your business credibility and brand loyalty. While handling issues from calls to

support or posts on social media means you are being responsive, it also means an issue

has already affected end users.

BENEFITS LIMITATIONS

No added cost with support and help desk

systems already existing.

Direct interaction with customers.

Ability to discover performance edge cases on

the less common navigational paths (irregular

user onsite actions).

Issues have already impacted the end user and

your revenue.

Customers are not performance experts or

technical enough to report exactly what’s going

on.

Not everyone will contact you immediately (if at

all) when they are having problems, so issues

may be missed or caught late.

If the site is down or unusable, a customer may

not know how to contact you.



REAL USER MEASUREMENT (RUM)

Real user measurement (RUM) tracks web performance from the browser using

JavaScript embedded on the webpage. The solution measures the performance of the

pages as experienced by the end users. Therefore, the performance data collected is

impacted not only by your infrastructure, third parties, and CDNs, but it includes factors

outside your control like the end user’s device, Internet connection, and others.


Measures the webpage’s performance as

experienced by the end users.

Measures the performance of all pages

accessed by end users.

Gives a picture of user experience across users,

geographies, and devices.

Determines if code changes or

architectural/infrastructure changes had the

desired efforts or cause errors and/or

performance degradations.

Correlates performance data to user

engagement and/or revenue metrics.

Cannot detect or measure downtime or where it

occurred (DNS, TCP Connection, Server, etc.)

Can miss performance problems during light or

no traffic time periods.

Cannot benchmark website performance

against competition.

No screenshots, filmstrips, Ping, Traceroute.

Performance numbers driven by users in

particular geographies and time zones

Navigation Timing not supported in all

browsers.

Geo-IP data is not 100% accurate.



APPLICATION MONITORING

Application monitoring allows you to monitor the health, availability, and performance of

your applications and underlying infrastructure from within the datacenter. Application

Monitoring is done primarily via deployed agents but there are different collection

mechanisms, including Java byte code manipulation techniques, real-time transaction

tracing, HTTP appliances, network packet sniffers, and others.


Provides deep visibility into application

performance down to a specific fault line of

code, which aids with triage and

troubleshooting.

Gives a complete understanding of internal

infrastructure performance and resource

utilization; a must for proper capacity planning.

Lack of visibility on the performance

experienced by end users.

Lack of visibility into third-party components

and services.

Cannot benchmark your web performance with

competition.

Some application monitors are intrusive and

not suited for production environments.

Very costly pricing model for enterprises with

hundreds of servers.



CLOUD-BASED SYNTHETIC MONITORING

Cloud-based synthetic web monitoring proactively monitors your website 24/7/365 from

specific geographies and ISPs. It relies on software-based agents (backbone, last mile,

wireless and private nodes) distributed throughout the world in a “clean lab” setting to

simulate user experience. Synthetic testing measures and validates key business

processes and functions in your website (shopping carts, CRM record retrieval, web lead

registrations, conversion goals, etc.). Synthetic agents alert on availability and

performance issues at the first sign of trouble.


Continuously monitors your website from a set

number of locations, 24/7, even when no users

are on the site.

Reduces external noise by testing from

backbone ISPs.

Lab environment can be used for SLA

management and verification.

Detects early performance issue signs.

Provides full insight on all requests.

Captures screenshots and headers for further

troubleshooting.

Benchmarks performance against competition.

Lack of visibility into the experience of actual

end users visiting the site.

Need to correlate performance with

engagement and revenue metrics from RUM or

Web Analytics tools.

Can miss performance problems for less

visited webpages, not considered on your

monitoring plans.

Limited geography and ISP locations.

May become costly to monitor every webpage

and navigation path.



ON-PREMISE SYNTHETIC MONITORING

On-premise synthetic web monitoring proactively monitors your internal applications

24/7/365 from your own locations. This can be from where your applications are hosted,

such as with first-mile monitoring of SaaS applications, are from the branch offices, call

centers, or any other locations your internal users access your applications. It relies on

hardware devices, servers or virtual machines deployed inside your firewall to test

network-connected applications for key business processes and functions. Examples of

the kinds of applications monitored in this way include SaaS applications for your internal

users, point-of-sale and inventory applications in a retail store, or call center applications in

customer service or tech support operations. These synthetic agents alert on availability

and performance issues at the first sign of trouble.


Continuously monitors your applications from

your internal locations, 24/7, even when no

users are accessing the applications

Monitoring nodes can go wherever your

applications and services go

Eliminates external noise by testing from

internal networks

Can be used for SLA management and

verification of internally-consumed SaaS

applications and cloud services

Detects early signs of performance issues

Provides full insights on all service requests

May not always reflect experience of actual

end-users depending on environment variables

Need to correlate performance with

engagement and revenue metrics from RUM or

analytics tools.

Can miss performance problems for

applications and workflows that are less

frequently used

Monitoring limited to your own physical

locations.

Lack of visibility into external network

performance and Internet services



CHOOSING THE RIGHT MONITORING STRATEGY

All companies should monitor their social feeds; being responsive,

informative, and timely is the best way to deal with unhappy customers

experiencing performance issues. That said, catching and resolving errors

before your users take to social with verbal pitchforks requires a more

comprehensive monitoring strategy. We’ve laid out the various monitoring

options (RUM, application, and synthetic); how do you decide which ones to

use?

WHICH TOOL IS RIGHT FOR ME?

While RUM is beneficial to get broad-spectrum metrics and real user data,

inconsistencies between users and user groups can skew data. For example,

there can be many permutations between user environments (location,

device, OS, browser, connection speed, etc.) and too small of a population

size per environment to draw significant conclusions from the data. On the

other hand, too large of a user group can cause the holistic data to be

weighted toward that population.

Application Monitoring is very helpful in detecting, debugging, and

troubleshooting the root cause of the problem. However, it can only detect

issues within your web infrastructure, and cannot detect issues with DNS,

ISP Providers, CDNs, and third parties.



The biggest issue with RUM and application monitoring, or any passive

monitoring solution, is that you cannot determine if there is an outage

outside of the application/website layer (where the data is being collected).

Additionally, if there is no traffic to the site or if a user cannot interact with

the page, then passive monitoring solutions do not collect any data, so there

is a chance that you miss substantial performance issues. Always remember

that any performance issues you detect with these solutions means the

problem has already impacted the end user.

For a complete approach to web performance and user experience optimization, using application, RUM, and synthetic is highly recommended.

Application monitoring lets you troubleshoot and debug issues at the code

level when they occur within your infrastructure. RUM gives you the real-time

user insight needed to improve the user experience from all locations, and on

most devices and browsers. Synthetic monitoring controls the variables that

impact the experience of individual users. This allows you to run calibrated

tests and collect performance data from any location (within or outside a

firewall) to run analysis, spot trends, benchmark against competitors and

detect early signs of performance degradations before users are impacted.



WHY YOU MUST HAVE SYNTHETIC MONITORING IN YOUR MIX

You might be using application monitoring and RUM and think that is

sufficient monitoring for your website or web application. However, when you

explore the benefits of synthetic monitoring, you’ll understand why it needs

to be a part of your monitoring strategy.

Additional benefits of synthetic monitoring include:

1. Enhanced Brand Protection

Be the first to know there is a problem so you can react and resolve issues faster (reroute

traffic, temporarily remove widgets, give updates on social media, etc.)

2. Lower Costs and Boosted Internal Productivity

Spend less time troubleshooting and dealing with frustrated users. Identify early

performance/availability degradations, before the call center gets flooded.

3. SLA Compliance

Hold your technology partners to their SLAs and ensure you are meeting internal goals.

4. Discovery and Measurement of Optimization Opportunities

Find new areas for web optimization to increase user satisfaction and conversion rates.

Test and deploy new technology with confidence they will have an impact on end-user

experience.

5. Competitive Intelligence

Benchmark competitors and industry peers to define market-leading performance goals.



MONITORING CHECKLIST TO GET YOU GOING

1. Identify key business functions and mission-critical transactions to test and

monitor

Examples: Web registration forms, shopping carts, database record retrieval,

CDNs, DNS, etc.

2. Identify worldwide monitoring locations

You should take key factors such as which countries your customers are currently

coming from, upcoming marketing campaigns or new geo-targeted expansion

plans into consideration.

3. Decide which websites and networks you will test

Use Google or other web analytics reports to baseline your current users, so you can

verify your website performs properly for top revenue generating customers.

4. Identify the “weak links” on a webpage—what makes it unusable?

Examples: Broken images, ads not displaying, broken checkout process, hanging

page, hard failure, etc.

5. Define monitoring frequency and alerting policies

Decide what type of problems will trigger an alert (internal components only,

specific hosts, third-party violations, etc.) and assign ownership and who will

receive which alerts. Test crucial functions more frequently.

Unified Synthetic & RUM Data

This guide provides an adaptable framework based on industry best practices that will help IT Operations and Development leaders develop a request for information when considering a synthetic and RUM solution. By developing an optimal monitoring strategy, your organization will improve IT operational e�ciency, increase revenue, and strengthen your brand.

Capabilities

Web (browser and transaction) tests types only requiring multi-vendor approach

for more monitors (e.g., network)

Synthetic agents on AWS cloud or limited coverage in shared data centers,

consumer ISPs, and on last mile that are unreliable and inaccurate

Real user measurement data captured via separate tool

Collects large amount of data, requiring additional analysis to identify issues

Leading Solution IT Benefits

Digital Experience Monitoring Selection Guide

Diverse test types for visibility into application, network, and infrastructure

layers from the end user’s perspective on one platform

Decreased risk of micro-outages and more information to troubleshoot

Fewer tools, consolidated toolset

Improved visibility across services that were not monitored before (DNS)

Automatically raises issues to the surface with little e�ort from analyst to

make data useful

Synthetic agents on key networks, consumer ISPs, mobile, and last mile DSL

connection, and On-Premise option

Real user measurement data captured in context of synthetic data

Decreased risk of micro-outages and improved MTTR

Increased visibility into overall customer experience and impact of

network issues, peering relationships

Separate systems capturing time-series data

Need multi-vendor approach, including an ITOA tool to upload and analyze both

types of data

One system capturing time-series data

Dashboards and analysis can support and overlay both data types in one UI

Improved user experience visibility

Stronger reporting and analysis

Improved workflow and stronger correlation

Clunky user interface and/or multiple portals to log in to

Cumbersome scripting capabilities, requiring days to script and upload to platform

Single UI with convenient navigation, simple and e�cient workflows

Create, upload, and edit tests in real time with Selenium scripting

Accelerated user adoption

Improved MTTR

Improved user experience visibility

More e�cient workflow

Platform built on SQL database that processes data in batches, can’t handle

large data sets, can’t easily integrate data from other tools, and requires a

full-time database administrator

Limited data retention: one month or less of record-level data, and less than

one year of summary data (one single data point per day)

Platform built on NoSQL database that delivers data instantly to user, handles

large data sets better, and does not require a full-time database administrator

Longer data retention: Over three months of record-level data on all tests

results and three years of un-aggregated summary data

Improved workflow

Reduced mean time to detect and identify, resulting in lower MTTR

Stronger reporting and analysis

No need to keep an in-house data warehouse

Generic dashboards with limited/no option to customize by user groups

Pre-aggregated reports with limited options to personalize detailed reports

No dimensional analysis across array of chart types with minimal non-flexible

visualizations; limited to summary views

User-defined and public dashboards to send to non-users, performance

threshold dashboards tailored for NOC use

Scheduled and chartable reports customized by user and division

Flexible multi-dimensional analysis, historical comparisons for baseline and

benchmarking, statistical analysis, and charting

Decreased data complexity

Stakeholders have insight to make strategic decisions

Ability to present customized data to di�erent stakeholders

Basic alerts via email with minimal/no threshold option and troubleshooting

information not readily available

Limited/zero troubleshooting information collected, prompting end user to run

instant tests to identify issue

Personalized alerts by custom thresholds and baseline deviation delivered with

contextual troubleshooting information

Intelligent triggers for extended debug information on error (DNS traversal,

network traceroute, and ping)

Faster understanding of problem

Improved MTTR

Decreased FTE Costs

Summary-level data for HTTP with limited ability to drill down

Need multi-vendor approach to get network and server-level visibility

Record-level data visibility with drill down into waterfall data components for

application and network

Retrieve server name information for backend visibility

Reduced mean time to detect and identify, resulting in lower MTTR

Decreased FTE costs

Data Speed & Quality

Vantage Points

Synthetic Test Types

Real User

Data Deep-Dive

Data Speed & Quality

Problem Identification

User Interface

Dashboards, Reporting, &

Analysis

Traditional Monitoring Solution



REFERENCES 1 http://www.fastcompany.com/1825005/how-one-second-could-cost-amazon-16-billion-sales

2 https://doubleclick-publishers.googleblog.com/2016/09/the-need-for-mobile-speed.html 3 https://doubleclick-publishers.googleblog.com/2016/09/the-need-for-mobile-speed.html 4 https://doubleclick-publishers.googleblog.com/2016/09/the-need-for-mobile-speed.html 5 https://doubleclick-publishers.googleblog.com/2016/09/the-need-for-mobile-speed.html 6 http://sixrevisions.com/mobile/pay-attention-to-mobile-web-performance/ 7 https://www.thinkwithgoogle.com/nordics/research-study/the-need-for-mobile-speed-how-mobile-latency-impacts-publisher-revenue/ 8 https://doubleclick-publishers.googleblog.com/2016/09/the-need-for-mobile-speed.html 9 https://doubleclick-publishers.googleblog.com/2016/09/the-need-for-mobile-speed.html 10 https://doubleclick-publishers.googleblog.com/2016/09/the-need-for-mobile-speed.html 11 https://www.soasta.com/blog/23-stats-mobile-web-performance-monitoring/ 12 https://www.soasta.com/blog/23-stats-mobile-web-performance-monitoring/ 13 https://www.soasta.com/blog/23-stats-mobile-web-performance-monitoring/ 14 https://www.akamai.com/es/es/multimedia/documents/state-of-the-internet/akamai-state-of-the-internet-report-q1-2016.pdf 15 https://www.soasta.com/blog/23-stats-mobile-web-performance-monitoring/ 16 https://www.soasta.com/blog/23-stats-mobile-web-performance-monitoring/ 17 http://www.globalwebindex.net/hubfs/Reports/GWI_Device_Report_-_Q3_2015_Summary.pdf 18 http://searchengineland.com/its-official-google-says-more-searches-now-on-mobile-than-on-desktop-220369

19 http://heidicohen.com/2015-mobile-marketing/ 20 http://heidicohen.com/2015-mobile-marketing/ 21 https://www.soasta.com/blog/23-stats-mobile-web-performance-monitoring/ 22 https://techcrunch.com/2015/06/02/6-1b-smartphone-users-globally-by-2020-overtaking-basic-fixed-phone-subscriptions/ 23 http://www.cisco.com/c/en/us/solutions/collateral/service-provider/visual-networking-index-vni/mobile-white-paper-c11-520862.html 24 https://hostingfacts.com/internet-facts-stats-2016/ 25 https://blog.kissmetrics.com/loading-time/ 26 https://www.doubleclickbygoogle.com/articles/mobile-speed-matters/ 27 http://blog.accessdevelopment.com/customer-loyalty-statistics-2015-edition 28 https://www.soasta.com/blog/23-stats-mobile-web-performance-monitoring/ 29 https://blog.kissmetrics.com/loading-time/

30 https://mobiforge.com/research-analysis/how-important-is-web-performance 31 https://www.fastcompany.com/1825005/how-one-second-could-cost-amazon-16-billion-sales 32 https://www.thinkwithgoogle.com/intl/en-gb/research-studies/what-users-want-most-from-mobile-sites-today.html 33 http://blog.accessdevelopment.com/index.php/2013/11/the-ultimate-collection-of-loyalty-statistics 34 https://www.radware.com/newsevents/pressreleases/radware-reveals-76-percent-travel-websites-arent-optimized/

http://www.fastcompany.com/1825005/how-one-second-could-cost-amazon-16-billion-sales

http://www.fastcompany.com/1825005/how-one-second-could-cost-amazon-16-billion-sales

https://doubleclick-publishers.googleblog.com/2016/09/the-need-for-mobile-speed.html




http://sixrevisions.com/mobile/pay-attention-to-mobile-web-performance/

https://www.thinkwithgoogle.com/nordics/research-study/the-need-for-mobile-speed-how-mobile-latency-impacts-publisher-revenue/

https://www.thinkwithgoogle.com/nordics/research-study/the-need-for-mobile-speed-how-mobile-latency-impacts-publisher-revenue/




https://www.soasta.com/blog/23-stats-mobile-web-performance-monitoring/



https://www.akamai.com/es/es/multimedia/documents/state-of-the-internet/akamai-state-of-the-internet-report-q1-2016.pdf

https://www.akamai.com/es/es/multimedia/documents/state-of-the-internet/akamai-state-of-the-internet-report-q1-2016.pdf



http://www.globalwebindex.net/hubfs/Reports/GWI_Device_Report_-_Q3_2015_Summary.pdf

http://searchengineland.com/its-official-google-says-more-searches-now-on-mobile-than-on-desktop-220369

http://searchengineland.com/its-official-google-says-more-searches-now-on-mobile-than-on-desktop-220369

http://heidicohen.com/2015-mobile-marketing/

http://heidicohen.com/2015-mobile-marketing/


https://techcrunch.com/2015/06/02/6-1b-smartphone-users-globally-by-2020-overtaking-basic-fixed-phone-subscriptions/

https://techcrunch.com/2015/06/02/6-1b-smartphone-users-globally-by-2020-overtaking-basic-fixed-phone-subscriptions/

http://www.cisco.com/c/en/us/solutions/collateral/service-provider/visual-networking-index-vni/mobile-white-paper-c11-520862.html

http://www.cisco.com/c/en/us/solutions/collateral/service-provider/visual-networking-index-vni/mobile-white-paper-c11-520862.html

https://hostingfacts.com/internet-facts-stats-2016/

https://blog.kissmetrics.com/loading-time/

https://www.doubleclickbygoogle.com/articles/mobile-speed-matters/

http://blog.accessdevelopment.com/customer-loyalty-statistics-2015-edition


https://blog.kissmetrics.com/loading-time/

https://mobiforge.com/research-analysis/how-important-is-web-performance

https://www.fastcompany.com/1825005/how-one-second-could-cost-amazon-16-billion-sales

https://www.fastcompany.com/1825005/how-one-second-could-cost-amazon-16-billion-sales

https://www.thinkwithgoogle.com/intl/en-gb/research-studies/what-users-want-most-from-mobile-sites-today.html

https://www.thinkwithgoogle.com/intl/en-gb/research-studies/what-users-want-most-from-mobile-sites-today.html

http://blog.accessdevelopment.com/index.php/2013/11/the-ultimate-collection-of-loyalty-statistics

http://blog.accessdevelopment.com/index.php/2013/11/the-ultimate-collection-of-loyalty-statistics

https://www.radware.com/newsevents/pressreleases/radware-reveals-76-percent-travel-websites-arent-optimized/

https://www.radware.com/newsevents/pressreleases/radware-reveals-76-percent-travel-websites-arent-optimized/



35 https://hostingfacts.com/internet-facts-stats-2016/ 36 http://www.emarketer.com/Article/Mcommerces-Rapid-Growth-Primarily-Coming-Smartphones/1013909 37 http://www2.deloitte.com/us/en/pages/about-deloitte/articles/press-releases/digital-influences-in-retail-store-sales.html 38 http://www2.deloitte.com/content/dam/Deloitte/us/Documents/consumer-business/us-retail-mobile-influence-factor-062712.pdf 39http://newsroom.bankofamerica.com/files/doc_library/additional/2015_BAC_Trends_in_Consumer_Mobility_Report.pdf 40 http://www2.deloitte.com/us/en/pages/about-deloitte/articles/press-releases/retail-digital-divide.html 41 https://hostingfacts.com/internet-facts-stats-2016/ 42 https://think.storage.googleapis.com/docs/micromoments-guide-to-winning-shift-to-mobile-download.pdf 43 http://www.criteo.com/media/1894/criteo-state-of-mobile-commerce-q1-2015-ppt.pdf 44 https://skift.com/2015/07/21/the-rise-of-the-mobile-channel-changing-booking-patterns-and-business-models/ 45 http://www.emarketer.com/Article/By-2016-Most-Digital-Travel-Bookers-Will-Use-Mobile-Devices/1013248 46 http://blogs.forrester.com/thomas_husson/15-11-10-how_mobile_will_transform_business_in_2016 47 https://www.internetretailer.com/2014/10/01/mobile-shoppers-convert-160-more-often-optimized-sites 48 http://sloanreview.mit.edu/projects/embracing-digital-technology/ 49 http://heidicohen.com/2016-mobile-marketing-trends/ 50 http://www.emarketer.com/Article/Mobile-Will-Account-72-of-US-Digital-Ad-Spend-by-2019/1012258 51 http://www.emarketer.com/Article/Mobile-Will-Account-72-of-US-Digital-Ad-Spend-by-2019/1012258

52 http://www.aberdeen.com/aberdeen-library/5136/RA-performance-web-application.aspx 53 http://alliedtelesis.co.uk/p-5190.html 54 http://returnonbehavior.com/2010/10/50-facts-about-customer-experience-for-2011/ 55 http://blog.kissmetrics.com/speed-is-a-killer/ 56 http://minus.com/msM8y8nyh/2e 57 http://www.stubbornella.org/content/category/general/geek/performance-geek-general/


http://www.emarketer.com/Article/Mcommerces-Rapid-Growth-Primarily-Coming-Smartphones/1013909

http://www.emarketer.com/Article/Mcommerces-Rapid-Growth-Primarily-Coming-Smartphones/1013909

http://www2.deloitte.com/us/en/pages/about-deloitte/articles/press-releases/digital-influences-in-retail-store-sales.html

http://www2.deloitte.com/us/en/pages/about-deloitte/articles/press-releases/digital-influences-in-retail-store-sales.html

http://www2.deloitte.com/content/dam/Deloitte/us/Documents/consumer-business/us-retail-mobile-influence-factor-062712.pdf

http://www2.deloitte.com/content/dam/Deloitte/us/Documents/consumer-business/us-retail-mobile-influence-factor-062712.pdf

http://newsroom.bankofamerica.com/files/doc_library/additional/2015_BAC_Trends_in_Consumer_Mobility_Report.pdf

http://newsroom.bankofamerica.com/files/doc_library/additional/2015_BAC_Trends_in_Consumer_Mobility_Report.pdf

http://www2.deloitte.com/us/en/pages/about-deloitte/articles/press-releases/retail-digital-divide.html

http://www2.deloitte.com/us/en/pages/about-deloitte/articles/press-releases/retail-digital-divide.html


https://think.storage.googleapis.com/docs/micromoments-guide-to-winning-shift-to-mobile-download.pdf

https://think.storage.googleapis.com/docs/micromoments-guide-to-winning-shift-to-mobile-download.pdf

http://www.criteo.com/media/1894/criteo-state-of-mobile-commerce-q1-2015-ppt.pdf

https://skift.com/2015/07/21/the-rise-of-the-mobile-channel-changing-booking-patterns-and-business-models/

https://skift.com/2015/07/21/the-rise-of-the-mobile-channel-changing-booking-patterns-and-business-models/

http://www.emarketer.com/Article/By-2016-Most-Digital-Travel-Bookers-Will-Use-Mobile-Devices/1013248

http://www.emarketer.com/Article/By-2016-Most-Digital-Travel-Bookers-Will-Use-Mobile-Devices/1013248

http://blogs.forrester.com/thomas_husson/15-11-10-how_mobile_will_transform_business_in_2016

http://blogs.forrester.com/thomas_husson/15-11-10-how_mobile_will_transform_business_in_2016

https://www.internetretailer.com/2014/10/01/mobile-shoppers-convert-160-more-often-optimized-sites

https://www.internetretailer.com/2014/10/01/mobile-shoppers-convert-160-more-often-optimized-sites

http://sloanreview.mit.edu/projects/embracing-digital-technology/

http://heidicohen.com/2016-mobile-marketing-trends/

http://www.emarketer.com/Article/Mobile-Will-Account-72-of-US-Digital-Ad-Spend-by-2019/1012258




http://www.aberdeen.com/aberdeen-library/5136/RA-performance-web-application.aspx

http://alliedtelesis.co.uk/p-5190.html

http://returnonbehavior.com/2010/10/50-facts-about-customer-experience-for-2011/

http://blog.kissmetrics.com/speed-is-a-killer/

http://minus.com/msM8y8nyh/2e

http://www.stubbornella.org/content/category/general/geek/performance-geek-general/