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British Medical Journal: Refine Your Metrics For Digital Success - AppD Summit Europe

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Metrics in IT and business are nothing new but with digital they are more important than ever. Metrics are your compass – they help you manage and set the right path for success, help you motivate people and act as a primary way of communicating value. The right metrics will also provide the early warning that you need to change direction, but the reality is that the best metrics are devised using an outside-in approach, putting your customers and business outcomes first. In this session, Sharon Cooper, CDO at BMJ, who in 2016 was voted into 3rd place in the Top CIO list, along with John Rakowski, Director of Technology Strategy at AppDynamics, will outline how to think about metrics today and structure your measurement strategy. We’ll explore:

-The persona of today’s tech leader — what you should care about and the challenges you face
-Recommendations for structuring your metric and reporting strategy
-The monitoring and analytics technologies required to achieve measurement success

For more information, visit: www.appdynamics.com

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British Medical Journal: Refine Your Metrics For Digital Success - AppD Summit Europe

  1. 1. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY Sharon Cooper, BMJ and John Rakowski, AppDynamics Refine Your Metrics For Digital Success
  2. 2. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY Notice The information and materials included in this presentation (collectively, the “Materials”) are the confidential and proprietary information of AppDynamics, Inc. (the “Company”). No part of the Materials may be reproduced, distributed, communicated or displayed in any form or by any means, or used to make any derivative work, without prior written permission from the Company. © 2017 AppDynamics, Inc. All rights reserved. All third party trademarks, including names, logos and brands, referenced by the Company in this presentation are property of their respective owners. All references to third party trademarks are for identification purposes only and shall be considered nominative fair use under trademark law. 2
  3. 3. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY James Simpson reports the discovery of chloroform in the Journal. The BMJ publishes articles by Joseph Lister on antisepsis in surgery. The BMJ publishes MRC streptomycin trial - one of the earliest randomised controlled trials. 1847 1867- 79 1948 Doll and Bradford Hill publish first report on smoking and lung cancer in The BMJ. 1950 Improving Healthcare Worldwide Link between Anopheles mosquito and malaria published in The BMJ. 1898 A series of BMJ Investigations about the MMR vaccine scare led a BMJ editorial to conclude that the 1998 Lancet paper that started the scare was “an elaborate fraud.” 2011 Tamiflu and open data. A Cochrane review and BMJ Investigation into the anti-influenza drug Tamiflu sparked a worldwide campaign for access to hidden clinical trial data. 2009 Evolution of BMJ
  4. 4. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY AppD Summit Europe 4
  5. 5. APPDYNAMICS CONFIDENTIAL AND PROPRIETARYAppD Summit Europe 5 APPDYNAMICS CONFIDENTIAL AND PROPRIETARY The most important rule about metrics…
  6. 6. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 6 It’s about provoking action
  7. 7. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY Six basics of metrics that everyone should understand Key principles for the digital enterprise An example metrics plan for today’s tech leader Agenda 7
  8. 8. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY AppD Summit Europe 1) Accuracy is paramount Image Source: http://www.havishamsofstony.co.uk/ESW/Images/DSCF2635.JPG
  9. 9. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 2)Always use numerical values
  10. 10. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY AppD Summit Europe 3) Common context is essential
  11. 11. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 4) Lagging and leading metrics drive behavior User adoption per feature x MTBF MTTR % Identified bugs fixed % Testing use cases completed Number of stories completed per sprint
  12. 12. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY AppD Summit Europe 12 5) Metrics are specific to your business
  13. 13. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY AppD Summit Europe 13
  14. 14. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 6) The right metrics help you become a better leader
  15. 15. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 1. Accuracy is paramount 2. Always use numerical values 3. Common context is essential 4. Lagging and leading metrics drive behavior 5. Metrics are specific to your business 6. The right metrics help you become a better leader Six basics of metrics that everyone should understand
  16. 16. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY Key principles for the digital enterprise
  17. 17. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY Systems of Record IT as Support IT as Innovation Driver Systems of Engagement Revenue driver Customer experience focused Dynamic real-time functionality CEO/Board concernCIO concern Slow moving Uptime focused Cost center
  18. 18. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 79% 77% 52% How, if at all, has the complexity of your organization's application environment changed over the past 12 months? Source: AppDynamics/IDC Market Pulse Study - September 2016 1. Software applications are central to enterprise success
  19. 19. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 2. Agility and quality are non-negotiable 64% of EMEA enterprises are adopting DevOps to ease the development process1 85% of enterprises have a multi-cloud strategy today2 79% of EMEA enterprises are utilising microservices and containers1 1. Source: AppDynamics/IDC Market Pulse Study - September 2016 2. Source: RightScale, Cloud Computing Trends: 2017 State of the Cloud Survey
  20. 20. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 3. Driving business outcomes is the ultimate measure of success 77% of enterprises in EMEA are strengthening IT’s partnership with line of business to accelerate digital transformation 1 Three in ten smartphone & tablet owners would change banks if a mobile app wasn’t up to scratch 2 Nearly two thirds of EMEA enterprises are leveraging analytics to ensure that deployed applications are driving business outcomes 1 1. Source: AppDynamics/IDC Market Pulse Study - September 2016 2. Source: AppDynamics, The App Attention Span - November 2014
  21. 21. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 1. Software applications are central to enterprise success 2. Agility and quality are non-negotiable 3. Driving business outcomes is the ultimate measure of success 21 Three principles for enterprise IT
  22. 22. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY An example metrics plan for today’s tech leader
  23. 23. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY OF CONSUMER SEARCH PAYMENT FULFILMENT REVIEW CUSTOMER SERVICE RETURNS TRIAL ONGOING ENGAGEMENT Firstly map out your customer journey and the business objective Customer complaints or slow transaction response OF Last feature release causes application crashes New feature requests Not every consumer/ customer/user is the same Business challenge Increase NPS for our web channel
  24. 24. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY AppD Summit Europe APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 24
  25. 25. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY AppD Summit Europe APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 25
  26. 26. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY Metrics are part of a bigger picture Objective What do you need to achieve? Leading measurement How will you drive this? KPI/Lagging Target When will you hit your objective? Tech Initiative Why are you doing this? Zero downtime by 2020 Eliminate un-planned outages 20% reduction in un- planned outages YoY Mean Time To Identify (seconds) Sev 1 incidents Business Outcome “Increase our NPS for our web channel”
  27. 27. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 1. Software applications are central to enterprise success 2. Agility and quality are non-negotiable 3. Driving business outcomes is the ultimate measure of success 27 Three principles for enterprise IT
  28. 28. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY Tech Initiative Objective KPI Measurement Zero outages by 2020 Reduce time taken to resolve P1 issues 50% MTTR time reduction YoY MTTI time Deliver industry leading app performance Application response is always ≤ 3 secs Avg page load time ≤ 3 secs Page weight <1MB “Increase our NPS for our web channel” 1. Software applications are central to enterprise success
  29. 29. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY AppD Summit Europe APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 29
  30. 30. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 2. Agility and quality are non-negotiable Tech Initiative Objective KPI Measurement Increase release cadence and quality Eliminate rollbacks for major releases 0 rollbacks of major releases for application x # testing use cases completed Build an A* team Avoid regrettable Dev/Ops attrition 0 key Dev/Ops personnel resigned (per qtr) Top job satisfaction scores “Increase our NPS for our web channel”
  31. 31. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY AppD Summit Europe APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 31
  32. 32. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 3. Drive Business Outcomes Tech Initiative Objective KPI Measurement Increase customer retention Reduce customer churn/attrition across digital 5% Increase in app x usage MoM Daily Active Users, Monthly Active Users Solve customer problems Always meet customer requirements Dev/Eng leads - 3 days per qtr with customer-facing teams # days spent with Tier 1 customer(s) per engineer “Increase our NPS for our web channel”
  33. 33. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 33 APPDYNAMICS CONFIDENTIAL AND PROPRIETARY John
  34. 34. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 34 “Increase our NPS for our web channel” Imperative Tech Initiative Objective KPI Measurement Software applications are central to enterprise success Zero outages by 2020 Reduce time taken to resolve P1 issues 50% MTTR time reduction YoY MTTI time Deliver industry leading app performance Application response is always ≤ 3 secs Avg page load time ≤ 3 secs Page weight <1MB Agility and quality are non-negotiable Increase release cadence and quality Eliminate rollbacks for major releases 0 rollbacks of major releases for application x # testing use cases completed Build an A* team Avoid regrettable Dev/Ops attrition 0 key Dev/Ops personnel resigned (per qtr) Top job satisfaction scores Drive business outcomes Increase customer retention Reduce customer churn/attrition across digital 5% Increase in app x usage MoM Daily Active Users, Monthly Active Users Solve customer problems Always meet customer requirements Dev/Eng leads - 3 days per qtr with customer- facing teams # days spent with Tier 1 customer(s) per engineer
  35. 35. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY Summary Technology Process People 1. Always start with the business outcome 2. Understand your user profiles first before thinking about metrics 3. Think holistically about leading and lagging metrics
  36. 36. APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 36 Next steps In the next 5 days In the next 30 days • Don’t panic • Identify a business problem that needs solving • Try looking for a problem that your business colleagues would not expect you to come to them with • Socialise the problem and what you think the solution is • Map out a customer or user journey for the problem • Identify metrics against this problem and user/customer journey
  37. 37. 37 CONFIDENTIAL AND PROPRIETARY Questions

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