1.MikeGualtieri SeniorAnalyst,ForresterResearchImadMouline CTO,Gomezdivision,Compuware

2. Ensure Great User Experiences In A Multi- Browser World Mike Gualtieri Senior Analyst Forrester Research December 8, 2009 3. Uneven browserperformance can foil great user experiences. 4. Agenda Great user experiences pay M lti bMulti-browser llove i a challenge is h ll Perform realistic Web testing 5 Entire contents 2008 Forrester Research, Inc. All rights reserved. 5. Your customers will respond to a first- rate user experience ti Increase purchases 14.4% more customers will be willing to purchase Retain more customers 15.8% more customers will resist doing business with competitors. Attract more customers 16 6% more customers will recommend you 16.6% 6 Entire contents 2008 Forrester Research, Inc. All rights reserved. 6. Leaving user experience to chance hurts h t companiesi Hurt conversion rates A well-designed site can have up to a 200% higher visit-to-order conversion rate than a poorly designed site. Alienate customers Well-designed sites have page abandonment rates up to 41% lower than their inferior cousins. Run up development costs Greatly reduce the need for extensive redesign and redevelopment t fi a poor user experience dlt to fix i 7 Entire contents 2008 Forrester Research, Inc. All rights reserved. 7. Definition: User ExperienceUsers perceptions of the usefulness,usability,usability and desirability of a Web applicationbased upon the sum of all their direct andindirect interactions with it. Web it W b site performance8 Entire contents 2008 Forrester Research, Inc. All rights reserved. 8. Great User Experiences Are Useful, Usable, A d D i bl U f l U bl And Desirable Users can accomplish Usefultheir goals Users can easilyUsable perform tasksft k Users enjoy theirDesirableexperience9 Entire contents 2008 Forrester Research, Inc. All rights reserved. 9. How would you describe your firms goalforf customer experience? t i?Differentiate ourselves from all8%firms across any industry Differentiate ourselves from72%competitors in our industryMaintain parity with other leaders13%in our industryKeep from falling too far behind 4%leaders in our industry Stay in the mainstream in our 0%industryi d t Stay slightly behind the2%mainstream in our industry Base: 90 North American companies with $500 million or more in revenuesSource: Forresters Q4 2008 Customer Experience Peer Research Panel Survey 10 Entire contents 2008 Forrester Research, Inc. All rights reserved. 10. Check the performance of your peers athttp://benchmarks.gomez.comhtt //bh k 11 Entire contents 2008 Forrester Research, Inc. All rights reserved. 11. Agenda Great user experiences pay M lti b Multi-browser love is a challenge li h ll Perform realistic web testing 12 Entire contents 2008 Forrester Research, Inc. All rights reserved. 12. Your UX must perform inthe browsers used byyour customers 13 Entire contents 2009 Forrester Research, Inc. All rights reserved. 13. Web applications are increasinglyassembled within the browser bl d ithi th b 14 Entire contents 2008 Forrester Research, Inc. All rights reserved. 14. Performance differences vary widelySource: Gomez sampled 160 million pages across several Websites over a30 day period from broadband users in the United States 15 Entire contents 2008 Forrester Research, Inc. All rights reserved. 15. Browsers versions have differentcapabilitiesbilitiSource: www.browserscope.com November 19, 2009 16 Entire contents 2008 Forrester Research, Inc. All rights reserved. 16. The browser wars have turned hot! 17 Entire contents 2008 Forrester Research, Inc. All rights reserved.2009 Forrester Research, Inc. All rights reserved. 17. Realistic testing means testing from your customer s customers point of view Where they do it LA, Edmonton, London, Bangkok, Des Moines, Miami, Cannes, Dubrovnik, Osaka, Pusan Wh they dWhat h do Key tasks, transactions, and business processes How they do it Browsers galore, mobile devices When they do it (and how frequently) Peak times, spikesp 18. The users distance from the contentmatterstt 19 Entire contents 2008 Forrester Research, Inc. All rights reserved. 19. Browsers render differentlySource: Gomez (http://www.gomez.com) 20 Entire contents 2008 Forrester Research, Inc. All rights reserved. 20. Agenda Great user experiences pay M lti b Multi-browser l love i a challengeis h ll Perform realistic Web testing 21 Entire contents 2008 Forrester Research, Inc. All rights reserved. 21. Realistic testing R li ti t ti means taking at ki walk in your customers shoes. Source: Flickr (http://www.flickr.com/photos/megantroyer/175472390/) 22. What features should a realistic webperformance testing platform have? It should: Test from the end users point of view Different locations Different browsers Different loads Different tasks Be easy for developers, testers and businesspeopleto use. Identify and resolve problems along the entire webapplication delivery chain.23 Entire contents 2008 Forrester Research, Inc. All rights reserved. 23. Ensure great user experiences in amulti-browser worldlti b ldGreat G t UX pays Multi-browser loveisi a challenge h ll Perform realisticweb testing 24 Entire contents 2008 Forrester Research, Inc. All rights reserved. 24. Follow best practices in design,architecture, and performance hit tdf 25 Entire contents 2008 Forrester Research, Inc. All rights reserved. 25. Thank youMike Gualtieri +1 617 613 61451 617.613.6145 mgualtieri@forrester.com Twitter: mgualtieri www.forrester.com 26 Entire contents 2008 Forrester Research, Inc. All rights reserved. 26. ThrivingInAMultiBrowserWorld 4TipsforOptimizingPerformanceacrossBrowsers p p g ImadMouline CTO,Gomez 27. Gomez:TheWebPerformanceDivisionofCompuware Wehelporganizationsdeliverqualityexperiences totheirWebandmobileusers Optimalperformanceandavailability O ti l f d il bilit Qualityoperationacrossallusers,browsers,devices,andgeographies Rapidissuenotificationwithactionablediagnostics Insightintohowtheseissuesaffectyourbusiness(revenue,brand,cost)SaaSSaaS 2 500+ Customers2,500+Customers Solid BusinessSolidBusiness Recognized asRecognizedasPlatform Worldwide Performance IndustryLeader Noinstallation 1,250+enterprise Fiveconsecutive Forrester: Rapidstartup& customersyearsdoubledigit Theleaderin payback1,250+SMB 1 250+ SMBg revenuegrowthp WebExperiencecustomers 44%revenueManagement Worldsmost comprehensive 12oftop20growth2008 Gartner: testingnetwork USsites Officesworldwide Acoolvendor (100K+testing locations) l ti ) 28. MultiBrowserWorldTip#1 Testfromyourcustomers perspective 29. AdoptanOutsideinCustomerPointofView TheWebApplicationDeliveryChain3rdParty/Browsers LoadTest&monitoryoursitethewayyourcustomersuseit: LocalISPCloudServicesanddevices Users Balancers Whattheydo(keypagesandtransactions) Web Wheretheydoit(geographiclocations) Servers Howtheydoit(browsersandmobiledevices) Whentheydoit(normalandpeakusage) Mobile Components DeterminetheimpactontheirbehaviorandyourbusinessApppp Servers Outsideincustomerpointofview Internet DBMajor Servers ISP Storageg Mainframe NetworkContentDelivery Mobile NetworksCarrier TraditionalzoneZoneofcustomerexpectation YourzoneofcontrolwithGomez ofcontrol 30. YourCustomersUseAVarietyOfBrowsers BrowserMarketShareOct08toNov09 Browser Market Share Oct 08 to Nov 09 70 6062.250 48.4 40 % 38.5 3027.5 20 106.2 2.7 2.5 2.6 0.6 6.90IEFirefoxSafari ChromeOpera US Europe Lookatyouruniqueresults52.68%ofvisitorsuseInternetExplorer37.09%ofvisitorsuseFirefox7.93%ofvisitorsuseSafari2.01%ofvisitorsuseChrome 31. YourCustomersHaveDifferentExperiencesBasedOnThe BrowserTheyUse Thesatisfactionindexrangesfrom 0=frustratedto1=satisfied InternetExplorer6usershavea0.64 satisfactionindex Firefox3.5usershavea0.93 satisfactionindex Safari4.0usershavea0.99 satisfactionindex 32. MultiBrowserWorldTip#2 Monitorandoptimize Monitor and optimizewhatmatters 33. DontOptimizeForEdgeCases Focuseffortson: Topbrowsers b Highestrevenuetransactions Hi h ttti Mostpopularcontent MostcomplexRIAfeatures 34. PerformanceMonitoringNeedsToBeBrowserSpecific HomepageresponsetimesdifferacrossFirefoxandIEagents p g InternetExplorerAgent FirefoxAgentFirefox Agent 35. MajorDifferencesInIEAndFirefoxAgentWaterfallCharts IE Agent responsetimeof4.3seconds IEAgent Firefox Agent responsetimeof2.2secondsFirefoxAgent Connection3Connection1Connection2Connection 2Connection1Connection6Connection5Connection4Connection2Connection7 Connection8Connection9 Connection3Connection10Connection 10Connection5Connection4Connection 4Connection12Connection6Connection11Connection7 36. Performance&AvailabilityIssuesCanBeBrowserSpecific Detaileddataenablesquickandeasy troubleshootingandrootcauseanalysis GomezsIEagentdetectsaperformance issueimpactingInternetExplorer7usersInternetExplorerAgentFirefoxAgent 37. OptimizingPerformanceAcrossBrowsersCanReduceBandwidthAndHostingCostsInternetExplorer8.xSafari4.xFirefox3.x InternetExplorer7.xInternetExplorer7.xChrome InternetExplorer8.x IE l8Safari4.xSafari 4 x ChromeFirefox3.x Firefox 3 x 38. MultiBrowserWorldTip#3Youroptimization ptechniquesmustevolvealongwithbrowsers Source http://shawnrider.com/wordpress/wp-content/uploads/2006/05/gamerEvolution.jpg 39. DoCommonPerformanceOptimizationTechniquesStillWork? Commontechnique:Domainsharding Legacybrowsersallow2connectionsperhostname Domainsharding increasesparallelismtobooststaticobjectperformance viapointingmultiplehostnamestothesamehostl l hh h Forolderbrowsers,thiscouldrepresentaneasy50%loadtimesavings2connections6connections6 connections 40. PerformanceOptimizationTechniquesCanBackfire InIE8 (&Firefox&Safari&Chrome)domainsharding leadstoglutofsimultaneousconnections&adramaticperformance&infrastructurehit IE8ParallelizedIE8Default 41. BrowserConnectionProfilesChangeHowYouNeedToTestBrowserswithhighersimultaneousconnectionsupportincreasethestrainon webserversandinfrastructureOlderbrowserslikeIE6 support2 connectionsperhostnameNewerbrowserslikeIE8 andChromesupport6 connectionsperhostnameNewer browsers like IE8 and Chrome support 6 connections per hostname 42. MultiBrowserWorldTip#4 Ensureyoursitefunctions inamultibrowserworld i lti b ld 43. TailorWebApplicationsToBrowserCapabilitiesNotBrowsersNewbrowsers=newtechnologiesandstandards=new opportunitiesforoptimizationandassociatedbenefitsNew,fasterJavaScriptengines&parallelJSdownloadNew, faster JavaScript engines & parallel JS downloadStructuredclientsidestorageHTML5&CSS 3support Bespin determinesbrowserHTML5CanvassupportatruntimeWhichbrowsersprovideadequatesupport?Yes:Firefox3.5,Safari4 Yes: Firefox 3 5 Safari 4 No:Firefox2,Safari3,AnyIE No: Firefox 2 Safari 3 Any IE 44. NotOnlyPerformanceButAlsoRenderingDiffersAcrossBrowsers FunctionscorrectlyDoesnotfunctioncorrectly=lossofuserconfidenceinsiteandbrand 45. CrossBrowserRenderingIssuesCauseCustomerFrustrationFunctionscorrectlyDoesnotfunctioncorrectly 46. CrossBrowserRenderingIssuesCauseBrandDamageFunctionscorrectly Functions correctly Doesnotfunctioncorrectly 47. Recap 4TipsToThriveInAMultiBrowserWorld 1. Testfromyourcustomersperspective2. Monitorandoptimizewhatmatterswhat matters3. Youroptimizationtechniquesmustevolvetechniques must evolvealongwithbrowsers4. Ensureyoursite 4 Ensure your sitefunctionsinamultibrowserworld 48. TheGomezPlatform:WebApplicationDeliveryManagementSelfServiceSaaSPortal SelfWeb WebLoadWeb Web CrossBrowser andPerformancePerformance PerformanceTestingTestingManagement BusinessAnalysis Compatibility High volume Highvolume20 Real usermonitoring Realuser monitoringWebperformance Web performance Functionality backboneload LastMilemonitoringanalytics Performance Realworld Backbonemonitoring BenchmarksLastMileload Internalmonitoring Businessdashboard Web2.0,RIA,Streaming,Mobile Dashboards, Recording& Alerting&APIs&Education&Metrics&AnalyticsProvisioning DiagnosticsDataFeedsBestPracticesWorldsMostComprehensiveTestingNetwork168+countries2,500+ISPs 500+ 100+ 5,000+ 100,000+combosofcommercialnodes supported consumergradebrowsers&O/S anddatacentersmobiledevices desktops 49. QuestionsGomezCustomersEnjoy MeasurableBenefitsIncreasedconversions10%Reducedhomepageloadtimefrom11.3secondsto3.4 secondsImproved page load times 23%ImprovedpageloadtimesSaved50%+instaffandfeesReducedsevensteptransactiontimeby50%Reduceddowntime45%Achievedunder3secondAchieved under 3 secondresponsetimeand99%+availabilityValidateddecisiontoconsolidateValidated decision to consolidatethree datacentersFormoreinformationvisitGomez.com or contactusat+1781.778.2700