Kia Behnia Exc.#2: Apps Change Expectations

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This one may strike everyone as obvious but I often find myself reminding folks that the coolest automation in the world is worthless if it doesn’t meet customer expectations or satisfy the customer. Now and tomorrow. Even better, of course, it you delight the customer.

 

What we accept from apps has changed dramatically in a very short period of time. Less than a decade ago a 7 second page load on a website was the norm. Today, if you visit a website where the page load takes 7 seconds, I can assure you that company is out of business (or soon will be). Last week, SmartBear pointed out that 57% of travel website visitors leave the site if it takes longer than 3 seconds — quality of vacation not as important as responsiveness . . . You won’t wait. I won’t wait. Meanwhile, what is getting served up on the web page has bloated up from a few K to a megabyte (or more).

 

More importantly, you won’t tolerate that standard of performance and take it as a customer service issue about the company. You will take your business elsewhere.

 

Think about that. It doesn’t matter what you sell. Your IT skills are part of how your company is evaluated.

 

Yet in that same less-than-a-decade, web pages have become profoundly complicated things, with content on a single server provided by dozens of servers (or in the case of Amazon, hundreds). The complexity has increased geometrically while the tolerance threshold has been cut by 90%.

 

That’s tough: you have to know how to Dev the composite multi-tier app and stand it up in Ops so that it delivers the fully realized customer experience.

 

That’s why people who got DevOps chops have no unemployment issues (as Lori MacVittie pointed out in her Leadership interview). This has been true for awhile. I remember a couple of years ago a DevOps Days meeting I attended overhearing some of the Jedi there discuss how they were picking their assignments based on where they wanted to live for a bit (London, Paris, New York, etc.) and how some of them to be on retainer for tens of thousands of dollars a month because they were in such demand . . .


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Kia Behnia:  Apps definitely have become more complex.  Both in the way they’re deployed, which as you said, some are multi-tier. Some have big data requirements they’re putting on the backend, but also I think here, what’s happened is the user’s expectations have changed, they want it to be easy.  Why can’t it be as easy my banking app on my phone?

 

                Why can’t it be as easy as Yelp, or other consumer applications.  So, the expectations of the users have changed and doing it easy while dealing with complexity is hard

 

         And that’s why this is top of mind for many organizations now.

 

 

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The Kia Behnia DevOps Leadership Main Page is Here.

These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

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