Real User Experience Insight

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Real User Experience Insight
iTech Kevin Zhang (gong.zhang@oracle.com)

Solution Talk – A Summary

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

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 Profile
This 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 Challenges
were responded to ??


Customer Requirements and Challenges

Requirement
Decrease 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)


Oracle Enterprise Manager
Top-Down Application Management
Application Application
Operations Quality
Management Management

Real User
Experience Monitoring
Load Testing and
Service Level Accelerators for
Management Packaged Apps &
Web Services
Packaged Application
Management Functional Testing and
Accelerators for
SOA Application Management Packaged Apps &
Web Services
Diagnostic and Tuning
Test Management
Provisioning, Configuration
Management Real Application Testing
Change Tracking Data Masking
and Synchronization

Complete solution spanning all phases from development through production

Red products are included in SAM sales model

Real User Experience Insight
How does it work?

Collected data: Page
request
• Client-ip, Server-ip, Gateway-ip

Network Response Time
• Requested URL (Page,Object)
• Cookie/Session-id Internet
• Referrer Internet
• GET & POST requests
• User agents (phone type)
Firewall

Oracle RUEI Switch

Server Response Time
• Response?
• Server error, web site error,
Web Web Web
Hit OK
server server server
• Content of page (i.e order
details, functional errors)

• Delivered?
• Aborted? DB DB
• Network timeout?

Solution Talk – What did we
achieve ??


Key benefits
 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 call
Validating 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 Analysis
System bottleneck can be easily found out by simple drill down and click ,
which increases efficiency and saves cost.

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

 Passive technology, no instrumentation needed to the
applications


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


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 ?

Easily Bottleneck Analysis

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.


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

High amount
of frustrated
access
means
revenue lost

Satisfied Tolerating Frustrated
Access Access Access


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

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