Use sentiment and feedback to build better apps with IBM Mobile Quality Assurance

© 2015 IBM Corporation

User sentiment and feedback to build better apps, using

IBM Mobile Quality Assurance

Derek Baron, Program DirectorIBM MobileFirst Contextual Services

© 2015 IBM Corporation2

A bad app is bad for work and business

Bad mobile app experiences by consumers:

50percent

of consumers would uninstall

your app - immediately

57percent

of employees have to duplicate a given action

65percent

of consumers would not

purchase products from your company

Bad mobile app experiences at work:

54percent

of those involved in developing apps

say it makes business

processes more difficult


Mobile is changing our view of software quality

+ Quality is no longer just about bugs in the code

+ App store reviews and ratings create user perceived quality

Bug counts are no longer an effective measure of mobile app quality

Move testing beyond the traditional test lab

Focus on reducing time to feedback


Mobile app crashes often go undetected causing loss of customers, transactions and purchases

EVERY SECOND of the day, two new comments or ratings are being entered into global app stores, difficult to isolate feedback without bias

Testers typically spend 15-20 minutes PER DEFECT of time-consuming data entry

Businesses outsourcing mobile apps need insight into usability and quality of mobile apps they paid for

QualityAssurance

User feedback delivers true insight of app performance in the real world

and demands a new approach to assess and improve quality


5

Tester End UsersDeveloperLOB/Digital Marketer

“When someone leaves a negative review in the app store, it scars your app for life, you can’t respond to it, and you can’t learn more about the problem in order to fix it quickly.”

- Mobile Orchard

• How effective our mobile app is at engaging customers?

• How can I proactively listen to user feedback, analyze user sentiments and turn them into an actionable strategy?

• How can I get early quality feedback?

• How can I tell if the apps will work with different devices, network carriers, and OS versions?

• How can I get visibility to issues that customers experience in production?

• How can I get the latest and greatest build without wasting my time to track that down?

• How can I quickly submit bug reports with screenshots and device details right from the application?

• How can I provide direct and constructive feedback?

• When will the issues that I have with the app be resolved?

Concerns that make mobile app quality different


Tester End UsersDeveloper

Over the air build distribution 1 In app bug reporting 2

Crash log reporting

4

In app user feedback 3

LOB/Digital Marketer

User Sentiment5

Builds

User Feedback Crash logs

BugsBugs vs. Crashes

Are best addressed through continuous feedback


Evidence-based prioritization – enable business and IT to collaborate on mobile strategy and user experience

Over the air app distribution – get the latest in the hands of testers as soon as it is available

Frictionless bug reporting – spend every minute on testing latest and greatest builds, not the hassles

In-app crash reporting – rapid understanding of why an app fails

User feedback and sentiment analysis – Get feedback about your app straight from users, and mine app store ratings and reviews to extract actionable insights

Move beyond the test lab and integrate end user feedback and quality metrics at every stage of development.

QualityAssurance

Mobile app quality across a fragmented environment

IBM MobileFirst Quality Assurance / IBM Mobile Quality Assurance for Bluemix


IBM MobileFirst PlatformBuild, integrate, and manage apps at scale

New or Existing App

APIs

Software or As-a-ServiceOn premises Cloud

Systems of Record Systems of Insight Cloud Services

Contextualize & PersonalizeSecure

Continuously Improve

Enrich With Data

Native HTML5Hybrid3rd party tools

IBM MobileFirst Platform Modular Services


Mobile users are demanding. If my app is not delivering a great experience I need to know

The IBM MobileFirst Platform helps IT collect user feedback and analyze app store ratings, resulting in reduced app development cycles from 6 to 2 weeks. Achieved highest in Customer Satisfaction Among the Midsize Retail Banks in J.D. Power’s Canadian Retail Banking Customer Satisfaction Study.

Tangerine Bank

100% online banking Customers can execute any banking transactions securely while on the goCustomers can provide

feedback – on services offered and app experience

Customer feedback incorporated back into the app quickly

5 Star App Rating


DevOps for mobile: continuous delivery for appsbacked by cloud services for each stage of the lifecycle

DeveloperChecks in code

Mobile build service

Manual mobile testing services

Post-release mobile services

Daily

Hourly

Release

Weekly

Automated mobile testing services

Mobile device farm

Powered by DevOps


Over the air distribution

Deliver new builds directly to testers+Developers upload builds and choose recipients (testers)

+Testers get notified by MQA then download builds “in app” or from web dashboard

Dev

Owner

User

Test

Builds

Enables developers to distribute new builds to testers


In-app pre-production feedback

Deliver feedback from test to development

+Testers send bug reports from “in app”+Apps report their own crashes, and send logs+Developers diagnose and fix context rich bugs / crashes+Owners prioritize and direct resolution of bugs / crashes

Dev

Owner

User

Test

Cra

shes

Bug

repo

rts

Logg

ing

Enables testers to submit bug reports directly from their phone


DeveloperChecks in code

Mobile build service

Manual mobile testing services

Post-release mobile services

Daily

Hourly

Release

Weekly

Automated mobile testing services

Mobile device farm

Powered by DevOps

DevOps for mobile: continuous delivery for appsbacked by cloud services for each stage of the lifecycle


In-app production feedback

Deliver feedback from users to development

+Users send feedback “in app”+Apps report their own crashes, and send logs+Owners assess feedback and direct development+Developers diagnose and fix crashes

Dev

Owner

User

Test

CrashesFeedback reports

Logging

Enables developers to connect with users


App store production feedback

Analyze app store reviews and ratings to derive sentiment+ Users rate and review apps on app

stores+ Owners assess sentiment feedback and

direct development+ Developers review sentiment feedback

and improve apps

Dev

Owner

User

Test

App store sentiment

Enables line of business to mine user sentiment


On-Premise or SaaS: The choice is yours

IBM MobileFirst Platform

IBM Bluemix

Mobile Quality Assurance

SaaS

On-PremiseQualityAssurance

MobileFirst Quality Assurance



So why IBM?

Features IBM MQA Txxx(free) Bxxx Hxxx Cxxx Jxxx(free)Sentiment Analysis ✔In-app bug reporting ✔Over-the-air build distribution ✔ ✔ ✔ ✔Real-time crash reporting ✔ ✔ ✔ ✔ ✔ ✔in-app user feedback ✔ ✔ ✔ ✔ ✔Fix notification ✔ ✔ ✔Analytics ✔ ✔ ✔ ✔ ✔iOS (inc. Symbolication) ✔ ✔ ✔ ✔ ✔ ✔Android ✔ ✔ ✔ ✔Windows Phone ✔ ✔ betaHTML5 WL ✔ beta

ALM Integration

IBM DevOpsCLM

GitHub Jira GitHubJenkins

Shenzen Jira

IBM offers user sentiment analysis that turns users reviews into actionable insight. And it supports in-house testing and beta testing with in-app bug reporting that cuts hours down to minutes to find bugs. This helps significantly to decrease time to feedback and time to diagnose/correct the problems –enabling customers to deliver a higher quality mobile experience faster!


1 Discover IBM’s Mobile Quality Point of View: ibm.biz/mobilequalitypov

Learn more: ibm.com/mobilefirst

23

Ways to get started with IBM MobileFirst

Try IBM MobileFirst Quality Assurance: ibm.biz/MobileFirstQualityAssuranceTrial

https://ibm.biz/mobilequalitypov



Benefits: • Further differentiate their market leading

position in mobile banking• Reduce end-to-end development time from

6 to 2 weeks• Stand up an operational hardware and

software stack in 30 minutes

“IBM Mobile Quality Assurance for Bluemix allows Tangerine to provide a proactive customer experience that is relevant and contextual. A ‘shake to feedback’ feature is embedded in our mobile app, allowing customers to provide direct feedback about our mobile features and giving us insight into their mobile experience. We will continue to leverage IBM Bluemix and Watson to further engage our customers and deliver innovative mobile solutions based on their direct input.”

Charaka Kithulegoda, CIO, Tangerine

Tangerine Bank embraces “MobileFirst in a box” solution featuring IBM Mobile Quality Assurance for Bluemix

Solution components: IBM DevOps for Bluemix (Mobile Quality Assurance)IBM MobileFirst Platform with IBM API management with DP XG45 (security gateway), IBM Tealeaf, IBM PureApplication System

Key accomplishments:• Deploy and run mobile applications

based on customer insights• Proactively monitors site and mobile

processes to resolve usage issues faster• Speeds response times to feedback to

increase customer satisfaction

Reference linkWatch video

https://w3-03.sso.ibm.com/sales/support/ShowDoc.wss?docid=0CRDD-9JXPBK&appname=w3skm%23ibm-content

http://youtu.be/Q3Umh-F5_6w

http://youtu.be/Q3Umh-F5_6w