Over recent months we’ve talked a lot about the need for organisations to put humans first and technology second if they really want to leverage the full benefits of their digital business. However, this is difficult to achieve. Companies operate very complex digital ecosystems made up of numerous networks, data centres, platforms and applications, many of which they don’t own. Most tools are tasked with simply monitoring this ecosystem, only focusing on one part of the chain (a business, a technology, a network etc) and the technical performance of this particular element. This leaves them guessing when the human experience is poor; what they need is a tool built specifically for the challenge if they’re serious about truly managing user experience.
Actual Experience’s technology is based on 10 years of research and over the last 10 years our analytics-as-a-service has consistently solved seemingly unsolvable user experience problems, where other tools and processes have failed.
This perhaps isn’t immediately obvious, especially since existing network and application management tools often provide enormous amounts of data for you to analyse, but linking the performance of a system, or an element of an application, to user experience, is so complex, so multidimensional, that the only way you can really crack this is with algorithms and a lot of compute power.
First, applications and systems present their performance as averages over time, which has the effect of hiding the much more transient, dynamic behaviour that kills user experience. You need to know that a system’s misbehaviour occurs at the moment a user experiences a problem. If it doesn't, no matter how bad the data looks, you’re not looking at the problem!
Second, you need to know which chain – or combination - of network, server and application nodes are in use the moment a user experiences a problem. If you don’t, you could be searching in completely the wrong place.
Third, you need to have a model of how an application is affected by all your systems. This is a complex area, because differing types of behaviour in each system in the chain, will combine in quite different ways to effect different applications in different ways! If you don’t have this model, you cannot determine whether any behaviour in any system is part of the problem.
Finally, you need to understand the relationship between subjective human experience and system performance. If you don’t, you might be fixing something that nobody notices, or completely ignoring something that everybody notices.
If you can’t, with a great deal of confidence, address these four points, then user experience management will unfortunately remain a potentially endless guessing game. This is where Actual Experience comes in. Our User Experience Management Analytics Service uses science, algorithms and a lot of compute power to crunch through underlying system performance data very quickly. This shouldn’t be a manual task, in fact, it’s too complicated to be done manually.
Actual Experience completely removes the guesswork, and dramatically reduces the time, effort and cost of getting to the bottom of user experience problems. Not only that, we enable user experience to be actively managed for the first time, for the entire digital business of your business.
This is something your executives will thank you for.
US patent no. 9477573, Chinese patent no. ZL201080033909.7, European patent application no. 10735274.2