Keizer Consulting Group: Creating a digital experience culture

Within the last decade we have seen an explosion in the types of interfaces created to meet the specific device preferences for how users consume and process data.  Sometimes this is driven by the user community, which measures satisfaction based on the ease of each transaction based on expected results.  An example being a mobile banking app, allowing users to quickly perform transactions on their phone as opposed to sitting in front of a computer or walking into a bank. Other times this can be driven by the organization itself, in an effort to reduce interactions with live staff members.  An example here would be the many kiosks popping-up in fast-food restaurants, airport ticket counters and most other transportation locations. This device preference model can only be achieved if the end result is that the user becomes quickly engaged with the interface and ultimately has the ability to easily complete their transaction.  The net-net here is for this new paradigm to work, the emphasis must be on usability, availability and performance.

In the past organizations often compensated their IT dept through a bonus system based on their up-time/system availability. Speaking at Dynatrace’s Perform User Conference this year in Las Vegas, Jeff Keizer, Principal of Keizer Consulting Group put it like this, “Availability has always been like a binary; is it up or is it down? But at the end of the day there’s always been that ‘grey area’ in the middle, too, which is how do you track and quantify degradation?” These degradations have never really factored into calculating or quantifying availability.  So, now business not only has its eye on availability, but widened this concern to overall performance and user experience.

Jeff cites that for organizations to be successful under this new environment, some key recommendations to remember are:

  • It’s all about user experience
  • Business owns the content
  • Performance is paramount; users expect instantaneous feedback when they click, touch, talk

This is exactly where Dynatrace comes in; while traditional monitoring tools can track and supply information on availability or “up time”, Dynatrace brings the most important factors of availability, performance and user experience together, to show the correlation and impact one has on the other.  It consolidates these points of information to allow today’s organizations to isolate the root cause of where a system is impacting performance, and then how or how many users are then impacted.   Based on his successful client engagements seeking to modernize their application environment and meet this new technology shift, Jeff states, “Dynatrace provides the ability to incorporate and replace legacy monitoring tools to evolve your monitoring strategy”.

So, today when organizations are seeking to provide additional measurements to track the success of IT in meeting the new objectives for their business stakeholders, instead of just “up/down” availability, there are some finite controls that need to be in place to ensure consistent results and response times can be collected.  An example would be utilizing DCRUM for these types of measurements, since it gets you as close as the user experience as you want to be, without introducing variability (i.e. browser versus mobile performance).

You can watch the entire session by clicking on the player below:

This is just one of the many compelling stories and real-life use cases that our customers have shared with us at the Perform 2018 conference in Las Vegas.  To watch even more stories around Business Transformation, we invite you to register and join us for Perform Europe taking place May 23-25, 2018 at the W Hotel in Barcelona.

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