体验为先,博睿数据打造以用户会话为中心的监测体系

2022-08-05

研究发现,当页面访问性能慢一秒,其所带来的是用户满意度下降16%,相应页面访问量会下降11%,甚至包括7%转化率的下降。如果页面超过3秒无法进行正常访问,则会有57%的用户放弃浏览。

在博睿数据“服务可达,达者为先—数据链DNA 2021年战略升级发布会”上博睿数据COO吴静涛直言,“以应用为中心已经过时。”

以往三十年里,中国IT经历了从0到1,再到N的全过程。在从0到1的途径中,主要从研发视角出发,“有”是最关键的,“能用”是最关键的。而由于研发视角与用户视角存在偏差,会导致用户体验难以度量,研发视角下,难以快速找到问题处理的优先级,对影响的用户数量不敏感,复现问题难,缺失行业基线,以及IT资源无法有效调度等多种问题,从而降低用户体验。

然而近几年,95后接棒了消费主力,这一代人对于用户体验感极为挑剔,每秒的事故都可能导致用户的流失与企业信誉、收益的受损。因此,越来越多的企业转变了思维,将视角聚焦在了用户身上。

博睿数据华北区域售前总监张俊峰

传统运维,主要是针对机房内部的运维体验,但是用户在使用业务过程中,需要经历复杂不同的局域网、CDN服务、终端,任何差异都会影响客户的使用效果。“而为了确保每一个用户都有一个良好的体验效果,博睿数据提出了服务可达,体验为先-博睿数据DEM用户体验管理”,博睿数据华北区域售前总监张俊峰表示。

博睿数据提供DEM的相关检测能力主要分为两个类型:

一种为无侵入模式,或者说是模拟监测的模式。它主要以手机端或PC端构建模拟检测的能力,也称拨测。它是非嵌码形式的主动式模拟监测,以任务配置的方式,随时随地进行相关应用的测试。同时通过测试,了解业务的可能性,以及企业在整个行业当中,与竞品之间的一些差异。

另一种为代码注入的方式,以此了解用户的真实体验,与其在PC端页面、手机APP以及小程序间访问的使用体验。它主要通过SDK、JS等方式,对相关程序进行注入,从而了解用户的真实数据。

而不论是何种技术,博睿数据的核心理念都是以用户为中心,做到服务可达的用户体验。而在这方面,博睿数据积累了丰富的实践经验:

以某购票APP为例,其拥有庞大的日活量,高并发时常出现APP崩溃、购票困难的问题,接到各种投诉。经过DEM的实时监控,发现该APP的崩溃率仅在万分之一,相较业内则是千分之二。而即使有的时候出现了问题,最大原因也还是在网络层面。而在DEM的精确定位下,就帮助企业很好地做到责任鉴定,并告诉企业,产品应该优化的方向。

在帮助企业进行业务决策的方面,企业需要针对用户拉新,需要了解用户在哪些地区拉新的效果比较好,在哪些类型的运营商以及时间点拉新的效果最好,从而客观评价整个的用户拉新过程。通过DEM提供的数据分析,企业就可以快速地得出结论,从而给出更好的业务决策。

博睿数据DEM是首个构建了一套以用户会话为中心的监测体系,而它只是博睿数据DNA中的一环。而博睿数据通过数据链DNA模型,这样一套解决方案,从前端用户体验数据的收集,将Trace ID实现从DEM、NPM、APM的完整贯穿,实现了相关数据的全链打通,从而构建出一套从用户到代码的完整评价体系。博睿数据在帮助企业数字化转型的同时,真正意义上提升了用户的使用体验,助力企业迈入服务可达时代,成为经济时代的行业领导者。

文章标签

应用性能监控 网络性能监控

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