This is part two in a seven part series on how to use Apteligent to implement a collection of best practices from industry leaders called: “7 Best Practices for Optimizing Mobile Apps.”
In Part 1, we discussed using the overall crash rate to measure customer experience in a mobile app. Applying the best practice of fixing the top ten crashes every sprint will help achieve and maintain a 0.25% crash rate. In addition to monitoring and approving the overall crash rate, the top apps also monitor the crash rate of their three most critical userflows.
Whether it’s login, new account registration, or purchase, every app has a flow that is critical to the success of their business. A bad user experience during these key moments in the app can cause lower engagement, lost revenue, or even user abandonment.
Use the steps below to maintain a 0.25% crash rate in your three most important flows:
1. Select the Right Three Flows to Monitor
Choose three flows in your app that heavily impact your business metrics. The most important flows can vary from app to app. For e-commerce apps, these flows may be centered around making a purchase: e.g., “search”, “add to cart”, or “checkout.” For finance apps, they could be measuring key transactions: e.g., “deposit a check”, “transfer money”, or “make a payment.” In general, many apps have flows that are critical to onboarding new customers like “new account registration” or “login.” Start with a KPI you are already measuring such as conversions and engagement, and select flows in the app that have a direct impact to those metrics.
2. Setup Apteligent Monitoring
Monitoring a userflow in Apteligent requires adding two simple lines of code in the SDK. For example, monitoring a flow where a user is booking a flight would require adding these two lines of code:
Crittercism.beginUserflow("Booking a Flight"); Crittercism.endUserflow("Booking a Flight");
With those two lines of code, you can now monitor how long each flow takes to complete and any failures that occur while the user is within a flow. Some userflows such as “app load” are automatically configured out of the box without any additional code needed. For more information on setting up monitoring for a userflow, see our documentation.
3. Monitor Flows in Apteligent
Once you have your userflows set up, use Apteligent to monitor the health of these flows and prioritize errors that cause bad user experiences during important moments in the app. The “Userflow Summary” is a great dashboard to monitor all of the flows in your app and more importantly understand the health of key flows. This dashboard allows you to monitor key metrics for each flow such as the volume of flows, foreground time (how long it takes for a user to complete each flow), failure rate, and revenue at risk. Tracking these metrics over time and with each release of your app will provide a good indicator for customer experience in your app and a leading indicator for your business KPIs.
Fig 1: Apteligent’s Userflow Summary Page shows all the flows monitored in the app
4. Drill into each flow and prioritize crashes impacting the three most important flows
Click on a flow to see a detailed view of the key metrics to prioritize work. The “Root Cause Analysis” tab provides a summary of all the crashes that occurred during that specific flow. On the top left of that tab are high level metrics that tell you the health of that flow. The crash rate of that userflow (defined as the % of flows that failed due to a crash) is a great measure of stability. Similar to the overall crash rate, the crash rate for each of the three most critical flows in your app should be below 0.25%.
Fig 2: The “Crashed User Flows” tab in a Userflow Details page shows the crashes that occurred during a specific flow
The table at the bottom of the “Root Cause Analysis” tab gives a list of all the crashes that occurred during that flow. To achieve a 0.25% crash rate in each flow, sort this list by the number of occurrences to prioritize the most impactful crashes. Select the top ten crashes within each userflow and fix them every sprint to maintain a crash rate of less than 0.25%.
For more best practices on using Userflows in Apteligent, read “Three Ways to Improve User Experience through Userflows.”