user experience index

What’s new in Dynatrace University 1 of 3: Our own digital transformation story

Recently, we’ve made some significant improvements to Dynatrace University (DTU), based on customer feedback along with information gathered electronically from actual customer experiences, and based on our own digital transformation. We had three goals in mind: innovate, optimize customer experience, and modernize our operations. Of course, since these are the same pillars that Dynatrace itself is built on, it made sense that this is also how we should align DTU. read more

What is the expected response time to deliver good user experience?

A while ago I wrote about measuring user experience or customer experience by applying the User Experience Index as the metric to monitor in today’s digital performance world. To obtain the right insight we must consider four key ingredients: Errors Response Times User behavior User environment The causes of response time errors are usually straightforward. People have different expectations of response times, and where many initially feel two seconds for… read more

Website performance in China: Uncovering our own problems

Delivering a successful website performance experience for an audience located inside China is a nightmare. It’s well documented that certain features and functions, like Twitter, Facebook, YouTube, and objects of Google, are blocked but it’s actually much more complicated than this. This is my first entry in a series of posts that will walk you through how to uncover performance issues and navigate the country’s unpredictable and inconsistent Internet rule book,… read more

Omni-Channel Monitoring in Real Life

In September, Macy’s announced that they will invest 1 Billion $ into their omni-channel strategy. When spending so much money the question that immediately comes up is how to measure the success? Key questions as “Are conversion rates increasing as planned?”, “How good is the User Experience for each channel?” need answers. Since my first blog about omni-channel monitoring, I came across a variety… read more

Comparing User Experience: Web, App & Mobile

With the establishment of mobile web and native mobile apps, your website isn’t the only customer touch point anymore. Mike Austin, Director of e-Commerce at RoomsToGo said it best: ”Our customers expect the same user experience throughout all our channels no matter if it is the website, mobile site or the real physical store!” So, how can you measure the user experience across the… read more