Dunkin' Mobile Runs on New Relic, FutureStack17 NYC

Editor's Notes

• #3: Talk about my history working in QSR’s Started my career in software development Mention living in Louisville for later slide Why do I make it a point to implement APM/analytics?
• #5: Some charts have numbers obscured or comes from Business data is taken from publically available sources.
• #6: Give an overview of the presentation – ”I am going to walk you through the launching the mobile ordering application and the role new relic played” Broken t down into a few distinct and descriptive ”eras” Let you know what I’ve learned from this journey and where we plan to go next
• #7: Read the slide Assume everybody knows Dunkin’ donuts? If you don’t there are more than 500 in New York City. Dozens within a 5 minute walk of this location Dunkin is a part of many people including my own commute and routine – as a customer and and employee I expect that I can get my coffee fast.
• #8: The Dunkin Mobile app is a key to providing a great consumer experience. Three major features are; The DD Card – a stored value gift card The perks loyalty program – Free Coffee rewards, promotions, moible coupons DD Card – This is tied to the Perks loyalty program – but also mobile ordering. “Mobile ordering was launched in June 2016 – Just over a year ago Mobile ordering allows the user to place an order in advance and check into the store when they arrive and skip the line. So their order is ready
• #9: Multiple partners and numerous application interactions 1. Our customers are also extremely communicative 2. Talk about the digital moment of truth – The many interactions that need to occur before an order is on the counter, and the low tolerance for delay/failure. We don’t have the same tolerance a traditional order fulfillment e-commerce systems has 3. Tell story about sitting around discussing how many orders we would get a day without. * How would we define success * How many orders would be “good adoption” * Earlier in 2017 we were at 2% of orders – that’s no longer a point of discussion 4. So how did we get here?
• #10: I’m referring to the time I first arrived at Dunkin’ as the dark ages No APM – This era was characterized by unexplainable application/web system crashes and long recovery times – root cause was elusive. Logs were king This was pre “on the go” and on our legacy application During this time we knew we were going to build a next generation application that supported mobile orderign
• #11: 1. Bringing in New relic and APM and Synthetics Answer two questions 1. How do we stabilize the platform 2. How are we performing – where do we invest our technical resources 2. This is a typical scenario for New Relic coming into a company 3. The results of adding APM and synthetics were – increased platform stability and isolation of bottlenecks
• #12: Given the relief given by APM we my team had the ability to begin designing for growth 1. Resolution time was significantly reduced 2. We were able to address critical limitations of our systems such as slow performing external calls 3. BUILDING THE MOBILE ORDERING solution
• #13: Knowing we were going to launch with the back end infras scaled properly we turned our attention to Mobile. The worst situation I could have imagined was to be unable to answer questions about the mobiel consumer experience How is the mobile application performing What are our users doing with the application “My friend said the application had an issue…” Surely there is a system wide proeblem. Once again visibility is key
• #14: At this point we were in a significant platform architecture and expansion. We knew where mobile was going to …. APM is playing a significant role in our decisions making One of the crystalizing moments for launching a new product – So what do you do? Load test, load test, load test Using APM in our load testing gave us the information we needed to scale intelligently – Instead of randomly increasing capacity…
• #15: At this point we were in a significant platform architecture and expansion. We knew where mobile was going to …. APM is playing a significant role in our decisions making One of the crystalizing moments for launching a new product – So what do you do? Load test, load test, load test Using APM in our load testing gave us the information we needed to scale intelligently – Instead of randomly increasing capacity…
• #16: This brings us in the age of mobile enlightenment but not perfection - We have visibility into: The mobile application, our partners performance, our internal systems Reponses to issues is minutes – Peak hours
• #17: Introduced insights – Visibility was key but its not everything
• #18: Dashboards and Insights data is becoming a critical component of our day to day .
• #19: My boss uses this dashboard to make sure that I am still using the mobile application in Louisville