AIOps From Broadcom Fortune 500 Insurance Company Improves User Experience and Gains Real User Insight with CA App Experience Analytics

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CA App Experience Analytics Case Study

Fortune 500 Insurance Company Improves User Experience and Gains Real User Insight with CA App Experience Analytics

Introduction

This case study of a Fortune 500 insurance company is based on an October 2016 survey of CA App Experience Analytics customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“With CA App Experience Analytics, we have improved the user experience of our applications and gained real-user insight to help quickly understand performance, crashes and errors, and usage patterns across our applications.”

Challenges

This F500 insurance company addressed the following challenges with CA App Experience Analytics:

Inconsistent or poor app performance
A lack of visibility into app crashes and web errors
A lack of visibility into app design or navigation flaws
A lack of actionable app analytics for planning and deep insight
An inability to understand the user experience across channels

This F500 insurance company evaluated the following vendors for mobile / web monitoring:

New Relic
Crittercism / Apteligent

Use Case

Most valuable CA App Experience Analytics features:

Performance analytics for deep visibility into mobile, web, or back-end systems (mainframe, cloud, etc.)
User experience analytics for a comprehensive view of the user experience across all apps and platforms
Usage analytics to gain insights into retention rates, usage patterns, time spent in app, etc.
Design visualizations to gain insights into app design with touch and gesture heatmaps, video session replay, and app flows
Data studio as an open-source analytics engine
Mobile crash and web error analytics

Results

This surveyed F500 insurance company achieved the following results with CA App Experience Analytics:

CA App Experience Analytics most important capabilities:

Understanding the customer journey across channels
Ability to improve digital performance
Design for the user experience

This F500 insurance company rated CA App Experience Analytics on the following:

Usage analytics: superior
Performance analytics: significantly superior
Crash analytics: significantly superior
Omnichannel insights: significantly superior
Customizations (e.g. Data Studio): superior

CA App Experience Analytics improved the following:

End-user experience: 75% to 50%
Application performance: more than 75%
Mobile crash occurrences: more than 75%
Star ratings: 75% to 50%
Customer retention: more than 75%

With CA App Experience Analytics, this F500 insurance company will:

Improve app design and user experience based on real-user insights
Improve the quality of the applications our organization delivers
Have a faster feedback cycle between operations and development to address performance issues
Understand which problems are the most important to address first and are able to quickly triage the issue

To date, this F500 insurance company has achieved the following using CA App Experience Analytics:

Quickly identify if an app issue is with the design, code, or infrastructure
Proactively manage the user experience to create a competitive advantage for their business
Better understand our users through usage analytics
Fuel collaboration across our organization to enable continuous performance and quality improvements

TechValidate Research on AIOps From Broadcom

Fortune 500 Insurance Company Improves User Experience and Gains Real User Insight with CA App Experience Analytics

Introduction

Challenges

Use Case

Results

Company Profile

About CA App Experience Analytics

About This Data