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Dunkin’ mobile runs on New Relic


Matt Kraft Director software development and architectureDunkin’ Brands

• Joined Dunkin’ Brands in 2014• Previously worked at Yum! Brands• Career focus on high volume consumer

facing system• Work in the Boston area• Live in Louisville Kentucky

“Implementing New Relic into systems I manage is my first order of business”


I’d prefer to sleep in…


Disclaimer:

This deck contains non-production data.Included financial data is publicly available.


Launching On-The-Go ordering

Background

On-The-Go Ordering

The Dark ages

The Renaissance

The Age of enlightenment

Lessons Learned

Q&A


Dunkin Brands

Beverage-led, On-The-Go brand

8800+ US restaurants

6.5MM+ Perks loyalty members

$1 Billion in DD card system wide sales

$500 Million in Mobile DD Card sales*2016 Annual report


Dunkin’ mobile application


“Digital moment of truth every two minutes”When a customer places an On-The-Go order:

• Their location is identified

• Restaurant is selected

• Order is built

• Order is priced

• Offers are processed

• Order is paid for

• Order sent to the restaurant

• The customer arrives minutes later ready to pick up their order.


• Legacy architecture

• No java instrumentation

• Logs were used for primary troubleshooting

• Web centric loyalty program

• Mobile application was limited to loyalty

• Mobile ordering POC was starting

The Dark ages - 2014


Limited visibility – huge challenges

APM- introduced for stabilization – Basic alerting to stabilize the API servers and Web systems

Synthetics- provided the business with facts on SLA attainment


• New Relic APM in Legacy environment

• Critical limitations addressed

• Data from APM used to plan architecture expansion

• Eliminate system bottle necks

• Build the new mobile platform

• New Relic Mobile evaluated in POC

The Renaissance2015-2016


Planning for Scale

Deeper dive into APM from load tests and QA data to build a resilient and scalable platform.

New Relic mobile built into the mobile ordering application


Managing expectations

When your marketing partners decide to tell you customers how fast the

“On The Go” experience is…

https://www.youtube.com/watch?v=X_X16Iwk4N4


https://www.youtube.com/watch?v=X_X16Iwk4N4


• Mobile ordering is 2%> of transactions and growing

• Reponses time for upstream outages in minutes

• Perks accounts for >10% of US sales

• Internal system downtime is low

• Modernize web systems

• Insights provides business metrics

• More business facing dashboards

The Age of (mobile) enlightenment 2016+


Growing the mobile platform

Holistic view of the mobile ordering environment

Operations decision making

Application analytics


Dashboards for insights – Application intelligence


Data analytics allow us to dive deep and answer the big questions


Lessons Learned - Alerting

• We have configured our alerting we tend to error on the side of protecting the application.

• Our team is using fairly broad thresholds to ensure prompt alerting

• Additionally as third party API’s are included in mobile applications, alerts may trigger on non-consumer impacting slowdowns.


Lessons Learned – Vendor visibility

• Our New Relic implementation does not span all of our vendor environments.

• This creates visibility gaps that slow troubleshooting.

• Key mobile partners are using New Relic as well but not as part of our environment.

• During troubleshooting manual steps are needed to address.

• Ideal state is multiple partners using the same instance


Lessons Learned – Business Data

• Insights provides a wealth of data

• Creating dashboards takes time and BI discipline

• This creates visibility gaps that slow troubleshooting.

• Software development teams that tend to bring in New Relic my not be experts in the right areas to build useful dashboards

• Partnering with BI and business teams will increase utility


• Baskin Robbins mobile application launched

• APM implemented on server side

• Mobile APM is an opportunity for the application

What’s next - Baskin Robbins APM


• Allows customers to check into a curbside spot and have their order brought out to them

• New user experience with continued focus on speed of service

• The mobile application continues to be the focal point of customer interaction with the restaurant.

What’s next - Curbside ordering pilot

THANK YOU.