Embracing Mobile App Failure to Create Success

Welcome. @propelics @apperian

Embracing Mobile App Failure to Create Success June 5th, 2014 We will begin at 1:02pm EST!

Adam Bookman: Partner - Propelics

Adam has been the brains behind many mobile product and program launches. He has advised companies on mobile strategies for Business as well as IT.

He continues to be a “Trusted Advisor” to some of the leading brands around the world. Adam is frequent speaker at conferences related to mobile.

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As Apperian’s Director of Product Marketing, Stephen is responsible for crafting and guiding the company’s go-to-market and helping understand how customers can use mobile innovation to solve enterprise mobility challenges.

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Stephen Skidmore: Director of Product - Apperian

Propelics creates mobile strategies and world class Apps for the Enterprise.

Propelics Background – About Us

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•  15+ year track record •  Fortune 500 focus •  Global delivery experience

Pre Built Mobile Apps

Strategy Research & Advisory

Custom AppS & Managed Services

•  100% focused on mobile for the Enterprise

•  San Jose, Boston, Guadalajara

Trusted by some of the largest global brands:

Enterprise Mobile Strategy Services Enterprise Mobile Strategy Mobile App Portfolio Mobile App Scoping & Planning IT Readiness for Mobility Innovation through visualization Center of Excellence Creation

Mobile Advisory Services Mobile Mentoring Executive Education Speaking Engagements

Managed Services Application Oversight Application Development, Maintenance and Support Managed Mobile Center of Excellence Onshore and Offshore App Development

What We Do

© 2013 Apperian Inc. All rights reserved. © 2014 Apperian Inc. All rights reserved.

We secure and manage enterprise mobile apps at enterprises large and small with a cloud-based Mobile App Management platform

ü  Industry-leading IP in enterprise mobility - constant stream of industry-first innovations, 14 pending patents

ü Global presence in Americas, EMEA and APAC; headquartered in Boston

ü Founded 2009

ü Top-tier investment partners

Apperian Overview

Agenda!

•  Mobile Challenges •  Common Pitfalls of Mobile App Projects

•  Considerations for Mobile App Success

•  Q&A

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Why This Webinar

30% of mobile enterprise applications launched within the last 12-18 months have been defined as "failures”74% of downloaded apps are opened only once

40% of apps are deleted after first use

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Great Opportunity &

High Expectations

Ready?

1.  Identify innovative mobile use cases

2.  Understand there is no gold standard

3.  Be aware of the impact of device fragmentation

4.  Use visualization as a weapon

5.  Don’t test mobile apps the “good old way”

6.  Clearly define approach for support and maintenance

#1. Identify Innovative Mobile Use Cases

Identify Innovative Mobile Use Cases"

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•  Corporate email, contacts, and calendar - just the beginning

•  Don’t “mobilize” the current process or extend the enterprise

Instead, think through use cases that challenge the current way of thinking

Clients Employees 1 on 1

Partners Leadership

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Ideation Picture

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Idea Convergence

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Ideas ranked by •  Business Value, •  Organizational Readiness •  Ease of Implementation •  Risk of Data Loss

Enables the Creation of a

Holistic Mobile App Portfolio

#2. Understand There is No Gold Standard

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Define your App through one Enterprise metric Top/bottom line, speed, experience

Start with “time” as a metric

Define your end user Build mobile Apps for the “5 W’s”

“System access” is not a driver

Augment the environment

Building a Mobile Gold Standard

Build to the 80%

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Simplify the Enterprise Follow 80/20 Rule Begin Your App Concept with 1 or 2 Scenarios

Solve 1 Problem, then Iterate

Tremendous Opportunity to Make Commonly Performed Tasks Easier

#3. Be Aware of Impact of Device

Fragmentation and the Associated Effort

Android Device Fragmentation

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Android Screen Sizes Fragmentation

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iOS Screen Sizes Fragmentation

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Planning for Devices and OS

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•  Consumer Apps -  Most devices -  Most OSs (Android 4+, iOS 7+) -  Most resolutions -  Mobile web as catch-all

•  Enterprise Apps -  Easier for non-BYOD scenarios -  Critical to align BYOD Strategy and Device Strategy

with Mobile App Strategy

#4. Use Visualizationas a Weapon

Use Visualization as a Weapon

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To invoke change Begin respecting users’ time & tasks Force scope decisions Question what is commonplace To fail cheaply

Key Visualization Considerations

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•  Avoid over engineering the app •  Simplify the complexity of the process •  UX is critical •  Spend time conducting

day in the life

Understand Current State & Processes – DITL

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•  Conduct “day in the life” visits -  Visits with key roles/associates -  Understand the app context through

the eyes of the end user

•  Identify current processes -  Employee interaction & challenges today -  In and out of office interactions

•  Understand each process: -  Better understand the five “W’s” of use:

Actors, place of use, time & duration of use, data presented & methods of capturing data, etc.

#5. Don’t Test the App the “Good Old Way”

Some Mobile Specific Considerations

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•  Device / OS specific testing -  Resolution -  Orientation -  Keyboard

•  Testing for battery drain

•  Gestures

•  Carrier specific testing

•  Interruptions – Incoming Calls, SMS, Maps •  Session Management

•  Connection speed and disconnected mode

#6. Clearly Define Approach for Support

and Maintenance

Support, Maintenance, and Ongoing App Admin

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•  Is your care center equipped to handle tier 1 mobile support? •  Are you ready to triage mobile issues?

-  Is it an app issue, a device issue, an OS issue, a carrier issue, a connectivity issue, a business rule issue?

•  Have you planned and allocated enough budget and resources for ongoing app support and enhancements? -  Planned features -  OS updates -  New devices -  Security issues -  Other bug fixes

Voice of Customer (VoC)

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• RSS Feed provided by App Store to download App Ra>ngs and Feedback • Cri>cal monitoring is required here to ensure immediate aHen>on is paid to nega>ve ra>ngs and feedback

App Store"

• Every app should have in-‐app analy>cs capabili>es • This helps in determining users’ path and >me-‐spent by users on various screens/sec>ons

Analytics"

• Every app should have the capability to gather in-‐App Feedback • This will provide context rich user feedback and thus help in improving the app and user experience (prevent nega>ve AppStore Reviews)

In-App Feedback"

• Some business processes benefit from or even require transac>onal surveys • Consider embedding surveys in app where appropriate. Use carefully. Customer Survey"

• Use no>fica>ons to ease applica>on discovery and increase user engagement

• Can be automated, marke>ng, opera>onal, etc.

App Notifications / Engagement"

Support & Maintenance

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Tier 1

• Care Center opera>ons • Keeps Decision Tree and Guide for customer query resolu>on

• Records OS version and Device • Recommenda>on: Implement Ticke>ng System for escala>on

Ticke>ng System

Tier 2 • Technical support team to manage customer issues

• Tracks issues based on OS versions and devices supported

• Defined and Managed internal SLAs and Customer SLAs

• Monitors Crash Reports • Recommenda>on: Use Managed Service Provider

Ticke>ng System

Tier 3

• Core App Development Team • Provides Bug Fixes • Manages Enhancements •  Internal SLAs should be defined. e.g. Any cri>cal and blocker bugs must be aHended in one business day

• Defines bi-‐weekly Sprint deployments

• Recommenda>on: Use Managed Service Provider

Contact US

Contact Tech Support, Crash Reports







© 2014 Apperian Inc. All rights reserved.

How did we get to this situation?

Poor QA process Didn’t capture user feedback

Users don’t understand

Shipped too early

Definition of MVP No real world

testing

No forum for actual users

Worked fine in-house


apps

Manage the Full Mobile App Lifecycle

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on-board inspect shield sign deploy

innovate

Iterate test

pilot

production


•  Seamlessly publish new and update existing Apps directly from their development environment

•  Support full app lifecycle from dev to deployment

•  Down-stream workflow provides app signing, inspection and wrapping

•  Supports app dev processes with integrated app comments, rating, trouble tickets

On-board Custom-Built Apps

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apps


innovate

Iterate


•  Mobile users can take advantage of existing web sites (internal or external) to increase reach and improve mobile adoption

•  Users can easily find and install a Hybrid Web App on their devices from the Apperian App Catalog naturally like any other native app for easy access

•  Additional security layers such as encrypting data or requiring authentication can be easily applied. App-level VPN can provide access to internal websites when outside the corporate network.

Create Hybrid Web Apps

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HR Portals CRM Sites Sales Libraries Order Processing

apps


innovate

Iterate


• Generate advanced app-behavior reports

• Detect malware & malicious code

•  App score based on malware, privacy and risky behavior

• Detailed insights into behavior

App Inspection & Approval Workflow

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apps


innovate

Iterate

App Inspection Approval Workflow

• Discrete approval for QA and security review steps

•  Auditable log keeps record of who approved what app

•  Associated App Inspection reports can be associated with approval


App Shielding for No-Coding App Policies

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•  Architected using technology framework for building dynamic policies that can change based on user, device, location, etc.

•  Allows non-technical administrator to apply policies with point-and-click interface •  Apply policies to apps directly to compiled

app; no source code or SDK required

•  Policy changes don’t require app to be re-signed and redeployed

apps


innovate

Iterate

Corporate App

ü  Corporate Authentication

ü  Data Encryption

ü  Copy/Paste Protection

ü  App-level VPN

ü  Geofencing

ü  Data Wipe

…or custom-build your own


No Coding, No SDK, Dynamic Policy Engine

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App-Level VPN

FIPS 140-2 Encryption

Copy/paste Disable

App Pass phrase

Enterprise SSO

Data Wipe

App Expiration

Self-Updating App

App Remote Control

App Usage Reporting

Crash Reporting

Geo Fencing

Jailbreak Detection

Location Masking

Policy & Security Management

Custom Built


App Signing

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•  Sign apps directly from admin console without developer involvement

•  Greatly reduce the time and complexity of signing apps

•  Eliminate the dependency on developers or 3rd party app providers

•  Repeat the signing process with predictable & dependable results

•  Separate the duties of development and signing to enable non-technical staff to deploy apps

apps


innovate

Iterate


App Deployment, Operations & Reporting

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• Manage email provisioning/de-provisioning • Selective app removal • Reports & analytics based on users, apps, devices • Support for the Apple VPP Program

apps


innovate

Iterate


Support - App Remote Control

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apps


innovate

Iterate

• Administrative remote control • App-specific to ensure end-

user privacy • Dynamic bandwidth detection

for smooth operation • Requires no coding or SDK to

enable


Crowdsourcing & User Feedback

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• Complete feed-back loop from user to developers

• Built-in app ratings and feedback

• Crowdsourcing ideas captured for product improvements

apps


innovate

Iterate








7.  Get ahead of deployment, management, and security

Mobile App Rapid Prototyping •  1-2 week project •  Build your vision through a prototype and deliver it to your

constituents •  Kick start your mobile program •  Delivered via ApperianOne

•  One enterprise app •  Unlimited public apps •  100,000 user limit •  Custom app catalog

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[email protected] 888-405-2820

[email protected] 617-477-8740

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