Implementing RUM for Web Application Performance Enhancement

In a complex web-based application ecosystem that serves a large and geographically diverse user base. Ensuring optimal technical performance and user experience is paramount to our success in a competitive market.

Without Real User Monitoring (RUM) in place, organizations may face several critical technical and user experience issues that can adversely affect their web applications and digital services. Here are some of the key issues that can arise in the absence of RUM:

Lack of User-Centric Technical Insights

Without RUM, organizations rely primarily on server-side metrics and synthetic testing, missing the crucial user-centric technical perspective.
Technical teams are unaware of the actual technical challenges users face, making it challenging to address user experience issues effectively.

Inability to Detect Real-Time Technical Issues

The absence of real-time user monitoring means technical issues, such as slow page loads, technical errors, and frontend glitches, may go undetected until they become widespread or cause user complaints.
Technical teams lack immediate technical visibility into technical performance problems as they occur.

Delayed Technical Issue Resolution

Technical problems identified through other means (e.g., customer complaints or synthetic testing) may take longer to diagnose and resolve without real-time technical data.
This delay in technical issue resolution can lead to increased technical support costs, user frustration, and potential revenue loss.

Inefficient Conversion Rate Optimization

Organizations struggle to optimize the user journey and increase conversion rates because they lack technical insights into user behaviour and technical obstacles.
Technical barriers leading to user drop-offs remain unidentified, hindering conversion rate optimization efforts.

Cross-Browser and Cross-Device Technical Challenges

Technical performance can vary significantly across different browsers, devices, and network conditions.
Without RUM, organizations lack the technical data needed to address technical compatibility issues and ensure a consistent technical experience for all users.

Limited Data-Driven Technical Decision-Making

Organizations make technical decisions based on incomplete technical data, often relying on assumptions rather than data-driven insights.
Technical investments may not align with actual technical priorities and user needs, leading to inefficient resource allocation.

Missed Opportunities for Technical Improvement

Without RUM, organizations miss opportunities for continuous technical improvement.
Technical issues persist, user experience deteriorates, and competitors with better technical visibility gain a technical advantage.

Inability to Assess Technical Impact on Business

The direct technical impact on key business metrics, such as revenue, user retention, and customer satisfaction, remains unclear.
Organizations cannot quantify how technical performance affects their bottom line, making it challenging to justify technical investments.

User Frustration and Churn

Technical problems, when unaddressed, lead to user frustration and dissatisfaction.
Frustrated users are more likely to abandon the application, seek alternatives, or voice their technical grievances on social media, negatively impacting the organization's reputation.

Difficulty in Identifying Technical Trends and Patterns

Organizations lack the technical data needed to identify long-term technical trends and patterns that may impact future technical strategies and technical infrastructure decisions.

Here’s how Rakuten SixthSense Digital Experience (RUM) is essential

User-centric technical visibility

Provides a user-centric perspective of technical performance by capturing data directly from real users' browsers or devices.

This data reflects the actual experiences and technical challenges users encounter while interacting with a web application or service.

User journey analysis and conversion rate optimization

RUM helps organizations understand how users navigate through web applications and where they encounter technical difficulties.

This technical insight informs conversion rate optimization efforts by identifying technical friction points in the user journey and enabling technical enhancements to increase conversion rates.

Cross-browser and cross-device technical optimization

RUM data reveals technical performance variations across different browsers, devices, and network conditions.

Organizations can use this technical information to optimize web applications for a wide range of technical scenarios, ensuring consistent technical experiences for all users.

Technical performance optimization

RUM offers detailed insights into technical performance metrics such as page load times, rendering times, and resource loading times.

With this technical data, organizations can pinpoint technical bottlenecks, optimize technical assets, and enhance overall technical performance to deliver faster and more reliable web experiences.

Conversion rate enhancement

RUM enables us to optimize the technical aspects of the user journey, identifying technical friction points that lead to drop-offs.

Addressing these technical issues can result in increased conversion rates and revenue.

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