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Improving Mobile Apps using analy4cs & feedback
Agile India 2017 JULIAN HARTY 09th Mar 2017
Creative Commons License This presentation by Julian Harty is licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License. Materials, logs, etc. remain the copyright of their respective owners.
http://creativecommons.org/licenses/by-sa/3.0/deed.en_US
Rev: 09 Mar 2017
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Our Tes4ng of Mobile Apps?
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vs. Real Use
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Reports that say that something hasn't happened are always interesting to me, because as we know, there are known knowns; there are things we know we know. We also know there are known unknowns; that is to say we know there are some things we do not know. But there are also unknown unknowns – the ones we don't know we don't know. And if one looks throughout the history of our country and other free countries, it is the latter category that tend to be the difficult ones.
U.S. Navy photo - This Image was released by the United States Navy with the ID 031002-F-2828D-227 (next). Public Domain, https://commons.wikimedia.org/w/index.php?curid=8196497
Knowns…
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The dangers of knowns
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“It isn't what we don't know that gives us trouble, it's what we know that ain't so.” Will Rogers https://www.brainyquote.com/quotes/quotes/w/willrogers385286.html
“It ain’t what you don’t know that gets you into trouble. It’s what you know for sure that just ain’t so.” Mark Twain https://scatter.wordpress.com/2016/01/16/the-big-short-and-the-most-ironic-quote-misattribution-ever/
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Visible + Invisible
6 https://www.flickr.com/photos/shashachu/443215138/in/photostream/ https://commons.wikimedia.org/wiki/File:01_16_X-ray_of_Hand.jpg
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Known + Unknowns in SoGware Of… Invisible Visible
Changes
Complexity
Crashes
Devices
Emo6ons
Feelings
Flaws
Se:ngs
Timings
Usage
Users
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Analy6cs for So?ware Development
Engineering Ac6vity, Benchmarking, Tes6ng
Trends, Defect Reports Extrapola6on
So?ware quality models, boHleneck analysis
Specifica6on refinement, asset realloca6on
Failure predic6on models
Informa9on
Insight
Past Present Future
hHp://research.microso?.com/pubs/136974/foser-‐2010-‐buse.pdf
How and why did it happen?
(Factor analysis)
What’s the best/worst that can happen?
(Modeling / Simulation)
What is the next best ac6on?
(Recommenda6on)
What’s happened? (Reporting)
What’s happening now? (Alerts)
What will happen? (Forecas6ng)
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Digital[10010101]
• So?ware generated • Consistent • Ubiquitous • Dry
• Machine oriented
Analogue • People generated • Variable • Sparse • Rich • Emo6onal • Human oriented
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Forms of Feedback
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An example of App Store Ra4ngs
https://play.google.com/store/apps/details?id=air.com.inxpo.xpocast&hl=en https://itunes.apple.com/us/app/xpocast/id538003615?mt=8
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Examples of App Store Reviews
https://play.google.com/store/apps/details?id=air.com.inxpo.xpocast&hl=en https://itunes.apple.com/us/app/xpocast/id538003615?mt=8
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A banking example
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https://itunes.apple.com/us/app/m-t-mobile-banking/id397761931?mt=8
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Reviews for Google Connec4vity Services
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Kindle App for iOS
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Kindle App for iOS
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06 Apr 2016 03 May 2016
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Worth knowing about reviews
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Reviews affect the app ranking and the app store conversion. They are also critical for Search Engine Optimization.
Influence
Turn users’ input into innovation
Improve
Reviews have multiple dimensions which can be used to help measure the user experience.
Measure and Engage
Monitoring
Testing
Reviews
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4.4 -‐> 4.3 = ?
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Understand the effects
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Cause & Effects
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Tippen Sie auf die Farbe, die Sie bevorzugen, das Spiel fortzusetzen.
Appuyez sur la couleur que vous préférez pour continuer le jeu.
ඔබ #$ඩාව (ගටම කැම. ව/ණය මත ත3ටු කර6න.
Tap on the colour you prefer to continue the game.
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Google Play Developer Console
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The 1% challenge
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“I wrote a review”
“We didn’t!”
Characters kindly provided by Joy Montello.
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Use Analy4cs & Heatmaps
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Feedback Cycles
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TOPOLOGY
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• No longer limited to what “we” think “they” need/do/etc. Discover how the app behaves across virtually all the popula6on
• Lower cost of opera6ons
• Real usage can help drive our tes6ng and analysis; brings realism to our tes6ng
Some benefits of analy4cs data
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The -‐1% challenge
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Offline
Characters kindly provided by Joy Montello.
Online Digital feedback available when the app is used
?
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Layers of an App
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Heatmaps
Problema6c UI Heatmap
Source: hHps://www.hotjar.com/heatmaps
“8 Heatmap Tests that reveal visitor behavior.”
Images source: Appsee.com
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Mobile Analy4cs HPE AppPulse Mobile
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29 http://www.openstreetmap.org/#map=5/50.261/0.483
Where the testers were
Where the users were
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Crash analy4cs 30
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Pre-‐launch automated tes4ng 31
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Examples of informa4on gleaned using mobile analy4cs
• Ba@ery drain varied by 3x for similar hardware specifica6ons • Custom code added for Kindle Fire to reduce brightness
• 40% less ba@ery drain • Higher network latencies reduced interac6vity by 40% • Users preferred Wi-‐Fi
• 69% for Parallel Kingdom, 58% for StudyBlue
• Tablets 2x usage • Pull-‐out keyboard also increased usage
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How many devices are enough? Perennial Ques6on
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Devices Matrices
Android Images used with permission from OpenSignal.com
https://iossupportmatrix.com/
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Enough for 80% of reviews “Priori6zing the devices to test your app on : A case study of android game apps”
<= Free Paid=>
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Necessary but not sufficient Listening is a means to an end
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Correla9on? Causa9on? Appropriate?
From: User Interac6on-‐based Profiling System for Android Applica6on Tuning Figure © ACM
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Beware the automa9on bias
Automa6on Bias in Intelligent Time Cri6cal Decision Support Systems hHp://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.91.2634&rep=rep1&type=pdf
“When presented with an automated solu6on 40% of pilots reasoned less or none at all”
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We can use what we learn To improve our prac6ces, the app, and the UX
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Tes4ng based on analy4cs data
Tes9ng based on informa9on • Popularity & volumes
• Locales • User-‐flows, ac6vi6es, etc. • Crashes Aims include
• Fast reproduc6on • 1st-‐hand learning in controlled env.
Tes9ng based on insights • Delta’s (rate of change) • Crossing thresholds • Anomalies
Aims include:
• Maximising insights, agility, and ability to adapt & respond
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http://uk.businessinsider.com/facebook-2g-tuesdays-to-slow-employee-internet-speeds-down-2015-10
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Use similar devices to your users
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wired.com/2015/10/facebook-workers-ditch-iphones-in-push-for-world-conquest/
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Assess & Respond to Feedback
43
2 feedback
96% of companies don’t respond to feedback on App Stores Two-Star feedback is the most serious and actionable.
Khalid, H., Shihab, E., Nagappan, M., & Hassan, A. E. (2015). What do mobile app users complain about?. Software, IEEE, 32(3), 70-77.
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Improve the feedback cycles
• Enable direct feedback from end users • Encourage their feedback • Academic Research Mobile Twin Peaks paper @MobileSOFT 2017 44
https://www.apptentive.com/why-apptentive/
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Test Recommenda4on Engine
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READ THIS BOOK J
Questions now? Questions later… [email protected]
http://themobileanalyticsplaybook.com/
ASK QUESTIONS
GET INVOLVED github.com/julianharty/app-store-reviews-app
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Further reading and research
The opensource project hHp://code.google.com/p/web-‐accessibility-‐tes6ng hHps://github.com/julianharty/web-‐accessibility-‐tes6ng/
Finding Usability Bugs with Automated Tests hHp://queue.acm.org/detail.cfm?id=1925091 Figh6ng Layout Bugs hHp://code.google.com/p/figh6ng-‐layout-‐bugs/ Experiences Using Sta6c Analysis to Find Bugs hHp://www.google.com/research/pubs/pub34339.html My blog hHp://blog.beHerso?waretes6ng.com/ “Beware of Automa6on Bias” by M.L. Cummings hHp://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.91.2634&rep=rep1&type=pdf Designing and Engineering Time by Steven Stow ISBN 978-‐0-‐321-‐50918-‐5
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Addi4onal image credits
hHp://www.aim.org/wp-‐content/uploads/2013/09/china-‐cell-‐phone-‐users.jpg
hHp://cdn2.business2community.com/wp-‐content/uploads/2014/01/hellaphones1.png
hHp://www.business2community.com/mobile-‐apps/25-‐facts-‐show-‐mobile-‐become-‐biggest-‐media-‐adver6sing-‐channel-‐world-‐0744628#s1I8LIDzm0lKC47k.97
hHp://www.theatlan6c.com/technology/archive/2010/11/cell-‐phone-‐users-‐through-‐history/66363/
hHps://newsatjama.jama.com/2013/03/15/mobile-‐device-‐users-‐keep-‐your-‐eyes-‐on-‐the-‐road-‐your-‐hands-‐upon-‐the-‐wheel/
hHp://devicelab.fi/
hHps://mobiletes6ngblog.com/
hHp://crayonsandcheckbooks.blogspot.in/2010/09/traveling-‐with-‐kids.html
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