how urban outfitters supercharged their sales and mobile initiatives with crittercism mapm
DESCRIPTION
With brick and mortar stores struggling to stay afloat because of the rise of ecommerce, Urban Outfitters has not only been able to exceed customer expectations from a technological capabilities perspective, but also increase sales through the mobile channel. Read more to learn how Crittercism Mobile Application Performance Management (mAPM) played a pivotal role in improving Urban Outfitter's mobile performance by 7x.TRANSCRIPT
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Webinar: How Urban Outfitters Improved Mobile Performance 7xOctober 15, 2013
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Agenda About URBN & URBN
Mobile URBN Dev Process Challenges Rewind Use cases for mobile app
performance management (mAPM) @ URBN
Crittercism mAPM
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Crittercism Solution Overview 3
Crittercism BackgroundLeader in Mobile Application Performance Management
July 22, 2013
• Monitor 1B+ app instances and 600M+ devices
• Analyzed over 100 billion app launches
• Manage thousands of customer accounts
We Operate at Scale
We started with mobile and built the mAPM solution from the ground up
Mobile is our DNA
Our Investors
“Crittercism and its technology are widely adopted and provide value to those struggling with
the emerging mobile application market.”
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Crittercism Solution Overview 4
• 87% of U.S. consumers spend the majority of their time on a mobile app rather than a mobile browser (Neilson)
• “10 percent of in-store transactions in the United States are made via mobile phone”, Starbucks
• “55% in-store customers have a smartphone. Those with our app spend 40% more and visit the store 2x as much”, Walmart
• Ebay expects to generate $20 billion each from mobile commerce and mobile payments this year.
Mobile is Changing How Companies Like URBN Interact With Customers
June 13, 2013
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Crittercism Solution Overview 5
About Urban Outfitters
June 13, 2013
• Over 400 retail locations in 7 countries
• Five retail brands: Urban Outfitters, Anthropologie, Free People, Terrain, and BHLDN.
• Hip clothing, footwear, accessories, housewares products
• Over 25,000 Employees
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Crittercism Solution Overview 6
• Urban Outfitters Brand
• Free People Brand
• Anthropologie coming next year
URBN’s External Facing Mobile Apps
June 13, 2013
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Crittercism Solution Overview 7
• MPOS• Restocking• Reticketing• IPOS• 2 new apps coming
URBN Internal Facing Mobile Apps
June 13, 2013
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Crittercism Solution Overview 8
• Agile
• Continuous Integration
• Continuous Delivery
Process
June 13, 2013
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No visibility
into crashes
MobileService
MobileApp
Issues
No symbolication
of stack traces
No visibility into
network issues
No metrics on crash
frequency
No high level view of overall
stability
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Crittercism Solution Overview 10
• ~6% crash rate with lots of crashes unexplained
• Hard to reproduce, often need up to 2 weeks of troubleshooting
• Store associates = testers
• App was nearly pulled from devices!
Pilot Issues
June 13, 2013
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Crittercism Solution Overview 11
• Crash breadcrumbs• Symbolicated stack traces• Crash statistics• Upload API / dSYMs• Handled exception logging• Network monitoring• Wicked WWDC parties• Awesome hoodies• Marshmallow guns
Crittercism Provides
June 13, 2013
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12
Development build crash
• Receive email alert of new crash / view report
• Create Jira ticket via Crittercism dashboard
• Mark crash report as known
• Fix issue
• Mark as resolved
Usage Scenario 1: Automated deploy of new dev build via API
June 13, 2013 Crittercism Solution Overview
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Crittercism Solution Overview 13
Development build crash
• Receive email alert of new crash
• Create Jira ticket via Crittercism dashboard
• Mark crash report as known
• Fix issue
• Mark as resolved
Usage Scenario 1: Automated deploy of new dev build via API
June 13, 2013
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Crittercism Solution Overview 14
Usage Scenario 1: Automated deploy of new dev build via API
June 13, 2013
Development build crash
• Receive email alert of new crash
• Create Jira ticket via crittercism dashboard
• Mark crash report as known
• Fix issue
• Mark as resolved
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Crittercism Solution Overview 15
• Notice large numbers of handled exceptions
• Look further into cause
• Log Jira Ticket
• Fix Issue
Usage Scenario 2: Handled Exceptions
June 13, 2013
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Crittercism Solution Overview 16
• Notice may 400+ level HTTP failures– E.g. many image
URLs failing
• Report to Network / API team
• App improvement
Usage Scenario 3: Network Monitoring (1)
June 13, 2013
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Crittercism Solution Overview 17
• Notice may 400+ level HTTP failures– E.g. many image
URLs failing
• Report to Network / API team
• App improvement
Usage Scenario 3: Network Monitoring (2)
June 13, 2013
images.acme.com/activity/images/xalakd.png
images.acme
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Crittercism Solution Overview 18
• Allows us to understand the users context
• Can more easily duplicate crash case
• Log a defect
• Fix / Deploy defect
Usage Scenario 4: Using Breadcrumbs to track user flow
June 13, 2013
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Crittercism Solution Overview 19
• Lower crash rates – Gone down from 6% to .8% currently – 7x improvement!
• Better visibility of network issues
• Better visibility of caught exceptions
• 2 weeks of troubleshooting minutes
• More comfortable because of Hoodie warmth
URBN Benefits
June 13, 2013
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Run APPS FASTER, BETTER & SMARTER
Error monitoring, reporting & troubleshooting Cloud service & network performance management
Crittercism Platform
Crittercism SolutionsUnified mAPM solution for Dev/QA & Ops
Real-time Big Data Engine
Full Mobile Device & OS support
Dashboards & Reports
Security, RBAC, data security
Data & System API
Availability & perf management
Crash Performance Cloud Performance
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Select Crittercism Customers
Technology Media Fortune 500
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Crittercism Solution Overview 22
• Mobile platforms introduce new complexity in device, apps, OS, network, & carriers that require a new set of tools to monitor effectively
• Urban Outfitters has been able to deliver dramatically more stable and responsive mobile apps using Crittercism’s mAPM solution
• Questions? [email protected]
Summary & Next Steps
June 13, 2013
Start your free trial!
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Thank you
@crittercism crittercism.com