Begin by establishing key performance indicators (KPIs) for each of the aforementioned levels, beginning with error/crash rates and throughput. Incoming/outgoing call maps, application/infrastructure maps, and key transaction maps should all be established and validated. API calls should be highlighted by mobile app owners to view internal and external dependencies.
The next stage is to decide on your goals and forecasts for the big day. In terms of coverage, you must first determine your objectives. You should also establish your expectations for the amount of traffic you will receive. You’ll need to figure out how much cloud and infrastructure capacity (both fixed and adaptive) you’ll need to increase and meet expectations. In addition, you must identify any present or prospective difficulties that may obstruct your progress toward your goals.
Create a timetable and a thorough step-by-step guide for preparing everything, as well as teams to manage the whole peak season. Make sure resources are available 24 hours a day, seven days a week, and that handoffs are well-planned.
2nd Tip: Establish a Teamwork Plan.
As you are finalizing your plan, form your cross-functional teams. Determine who will be involved from marketing, logistics, online and mobile operations, and other critical tasks, and assign each employee particular roles and obligations. Who will be in charge of making important choices and changes? Who will be in charge of which tasks? How and where will the team collaboration? Whose responsibility is it if a problem arises? Remember that successfully handling peak shopping season is a team endeavor, therefore you must constantly think and act as a unit.
Many companies like to keep track of these choices in detailed guidelines that outline everyone’s roles and tasks. To enlist the help of key team members, you can set up a communication and operations center. This may involve using common dashboards and other tools to create a more simple strategy.
To reach your objectives, you must establish clear communication channels and build a network. At a busy season like Black Friday, timing is everything. Mistakes in tactical strategies might have devastating consequences for your business. Consider what would happen if your team is already dealing with elevated risk as a result of increasing site traffic, but your marketing team unwittingly launches a massive advertising campaign to drive even more visitors to your site. To avoid such problems, you’ll need a clear line of communication and openness across all essential departments.
3rd Tip: Don’t Push It Too Hard.
Because it’s critical to ensure that you can execute your plan, your busiest days might not be the greatest time to attempt new things or deal with unnecessary crises. You must be certain that your plan spells out exactly what you can and cannot do. With accurate diagnostics and visibility into your software and systems, you can build with more confidence. You don’t want to lose money during the holidays, but you also don’t want to break anything on Black Friday or Cyber Monday.
As a result, many company a feature/code block in their timetable. You may establish a hard deadline for when new features can no longer be incorporated into your systems, as well as a limit for when any new code, including bug patches, can be issued, to avoid last-minute disasters. This allows QA teams to ensure that critical customer journeys are free of bottlenecks, ensuring that you offer the greatest digital customer experience possible when it matters most.
4th Tip: Keep Your Focus on Your Primary Goals.
When a large budget is at stake and numerous things are occurring at once, how do you stay focused on what matters most, such as conversion rate and order & payment success?
Providing relevant real-time analytics dashboards that monitor critical metrics and user satisfaction levels offers everyone access to user flow and performance across web, mobile, and infrastructure. Create dashboards for organizational performance and order count tracking to offer density views of how your applications and other systems are performing, as well as the quality of the digital customer experience provided.
When assessing the digital customer experience and determining the cause of performance issues, it’s important to keep an eye on third-party services and ensure that everyone is working from the same trustworthy source so that any problems can be identified quickly.
5th Tip: Make the Entire Client Journey More Efficient.
It’s not only about system performance on Black Friday, Cyber Monday, and other big shopping days; you also want to make sure your customers have a good time. To improve the order process, you may begin by determining how simple it is for someone to complete the whole customer experience. Determine the number of steps and whether or not they may be shortened. You should also figure out who is in charge of all services related to each phase of the journey, both internally and with other stakeholders. Concentrate on increasing the overall quality of the digital consumer experience.
Optimizing your digital customer experience is critical at every stage of your buyer’s journey, but what does it mean in practice? Here are some suggestions:
- For each URL and service in the customer journey, keep track of system performance and customer satisfaction.
- See how real customers are reacting to your digital experience in real time.
- KPIs, such as cart abandonment rates, purchase rates, bounce rates, and page load times, may be used to evaluate the entire success of your funnel.
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