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Experience Journey Map Spotlights the User Journey in Web and Mobile Business Applications

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Summary
Experience Journey Map from AppDynamics solves a major problem facing today's digital-first businesses—the lack of end-to-end visibility of the customer journey.

At Cisco Live 2020, Barcelona we’re excited to unveil Experience Journey Map, a powerful new feature from AppDynamics that provides a performance lens to users’ most-traveled web and mobile journeys in your business applications, enabling you to gain a deeper understanding of app performance across every step of the customer experience.

Experience Journey Map, currently in beta, is an industry-first feature that provides a visual map of the user experience across your entire web or mobile application. This innovative capability uncovers hidden bottlenecks and enables your business to proactively manage the digital journey and consistently deliver the highest-performing user experience. Integrations with Cisco’s advanced workload management tools can help you proactively prevent these resource-caused bottlenecks from happening.

Why’s this so important? Digital experiences are how we engage with the world and, in many cases, how we engage with brands. According to the AppDynamics App Attention Index, a survey of more than 7,000 consumers, nearly 84% of respondents said they’ve experienced problems with digital services, a strong indication that businesses are failing to consistently deliver the high-quality digital experiences their customers demand. User experience is now digital-first, and brands that fail to provide world-class digital experiences risk falling behind.

Experience Journey Map Delivers Unparalleled Insights

Experience Journey Map offers a distinct advantage to users of AppDynamics. With competing application performance management (APM) solutions, application owners and IT operations professionals lack visual insight into changing user patterns, where these changes are occurring, and what’s causing them. This often leads to multiple teams using disparate tools to track numerous data streams, and then trying to stitch together all of this feedback. This approach only makes it harder for IT Ops and app owners to prioritize issue resolution and application investment, leading to slower resolution times on high-priority issues. Using advanced data science algorithms, Experience Journey Maps update continuously, employing self-learning to discover changes in user journey patterns. 

Visibility Across the Full App Experience

Experience Journey Map (ExJM) provides an aggregated view of all web or mobile sessions across an application, mapping the most trafficked paths as well as the user experience for each step. By delivering visibility across the entire application experience, ExJM enables application owners, IT Ops and developers to identify slower portions of the customer journey, as well as areas where optimization could benefit the most users.

Key Benefits of Experience Journey Map

For Application Owners:

  • Provides a real-time, out-of-box view of the application experience—a boon for managing, prioritizing and maximizing resource investment.
  • Identifies the most critical areas of the application, making it easier to collaborate with operations and developers to proactively identify blind spots in monitoring.

 

For IT Operations:

  • Enables better prioritization of performance incidents based on the number of users impacted. 
  • Locates bottlenecks in the customer experience, simplifying deployment of additional resources as traffic increases.

 

For Developers:

  • Identifies steps within the customer journey that experience a higher number of errors, including web page and mobile application errors, to enable faster resolution.
  • Fosters collaboration with application owners to optimize app areas that greatly enhance the user experience.

Experience Journey Map: How It Works

Experience Journey Map gives application owners a performance-lens view of user behavior, enabling them to identify problem areas and determine root cause more easily. It allows AppDynamics users to better understand how customers interact with their applications across browser or mobile devices, and how application performance impacts these interactions.

When application owners rely on anecdotal feedback from support teams and customers to find application bottlenecks, they lack the necessary data-driven insights to make knowledgeable, real-time decisions. Experience Journey Map, by visualizing the end-to-end user journey,  enables app owners to quickly identify application choke points that need optimization. By comparison, with competing APM offerings, it’s harder to determine where to invest resources that deliver the greatest ROI on user conversions and satisfaction.

By empowering application owners with this data, Experience Journey Map makes it easier to decide where to invest development resources to optimize the application and benefit the largest number of users. Using ExJM alongside AppDynamics’ industry-leading tools like Business iQ, application owners can quickly identify application bottlenecks and see the before-and-after impact of product optimizations.

Business iQ (BiQ) provides a unified and correlated view of business performance, technology performance and user experience. It enables you to understand how application performance impacts your customers and business. With BiQ, you can stream contextual insights for every transaction, customer segment, code release or complete business service. Working together, Experience Journey Map and Business iQ deliver an industry-leading, self-learning solution for uncovering new patterns in user journeys.