2021年应用关注度指数

2021年应用关注度指数

在新冠大流行期间，人们比以往任何时候都更加依赖数字服务。根据

AppDynamics的一份报告，超过8/10的美国消费者(84%)说在新冠大

流行期间数字服务对他们的生活产生了积极影响，部分原因是数字服务使

一些活动更容易获得(83%)。

由于旅行受到限制，许多场馆、剧院和餐厅关闭，在接受调查的13000名

全球受访者中有3/4表示，在新冠大流行期间，数字服务成为某种维持正

常状态的生命线。大多数消费者依靠数字服务与家人和朋友保持联系

(90%),并获得流媒体和游戏等娱乐(86%)。数字服务还提供了获得

食品和药品等基本用品的机会(77%),以及获得公共服务的机会

(77%).

但是，似乎并不是每个人都因为新冠大流行而更加依赖数字服务。访问顶

级服务已经成为习惯，如联系家庭、银行、获取新闻、购物或娱乐。

虽然46%的受访者报告说，他们在新冠大流行期间使用数字服务与家人和

朋友保持联系的情况有所增加，但还有相同数量的人的使用量与新冠大流

行之前没有变化。同样，访问数字服务获得娱乐(46%的受访者使用量有

所增加vs.45%的受访者保持相同使用量)、新闻和信息(42%vs.

51%),食品配送(41%vs.49%)和协作工具(46%vs.46%)也是如

此。

约81%的受访者表示，数字服务让他们可以尝试新事物，如远程医疗。事

实上，77%的受访者表示数字服务帮助他们获得医疗服务，73%的受访者

使用数字服务来管理他们的身心健康。

APPDYNAMICS

pattofCisco

TheAppAttentionIndex2021:

Whotakestherapfortheapp?

Howapplicationsbecamealifelinetonormality,andtheneedforbusinessesto

deliverthe'totalappHcationexperience'

>AmraonIndMWSJto"

Aboutthisreport

AspeoplenavigatetheirwaythroughTh®AppOynomicaAppAttentionIndex2021explcmTheEearchInductedinterview*withmorethan13.(900

thepandemic,theyfindthemselvesmajortrondainhowcoraumenareengagingwrththewcoraufTtora.including2.000intennew*inboththeUnited

services,theirchangingbehtviorsandexpectaUons.SimesandtheUnltadKingdom,andintervww*S

increasinglyreliantonapplicationsandAustrvtta,Canada.France,Germany.Indu,Japan,Ruuia.

digitalservicesInalmostThisiMmtAppAttentionlnda»-thefourthIntheseriesSingaporeantitheUnitedArabEmiratmThemeere^

oftheirlives.-examinwGeennuirotethatdagrtalexpenenc«wasconductedbyInsi9MAvenuemJune2021.

playedinourlivessnceihestanof2020.Itraveeishov

thisMddanandtotarwtencoonAppUcatkXH.no<*o«ul

Mrviceth«3intrinuc^yoiwvdtheways0n009cwW»

brands,howgcon>u(naserve®*,andbowwomko

purchasingdKiwm.Itconwdenthevnptcnttoraofth«M

chan0MtorbuMnMwsandgtobairechnoloateubo<h

tod«yandInthefutixe.

TheAppAttentionMaaw，。'.MK”RaogAM>；

ExecutiveSummary

Applicationshavebecomealifeline&«nd，hr«*bawnwhat*wW-cto55apefcattonsconand

tonormalityshouldtookitetn2021-intermsofporformanoe.security

andJgkccy.AndasarastJt,8gmereanreakzmgthat

tnevrwhaveanewtevetofchocecho*ggoatom

Forthelast18morahs.dQUlserviceshavebeenaSMnetheiri*«-ho*tfwy«hc(i*andsoch&n-even

tononnolityforpecpteinawrycomerofth»worldoncerestricoonsonnwemewandgaihenngshavepassed.

Aspeople皿piediothennpftctofpandemic.ApplicAtiaMhawon^bMpeo0«9totrywwthing*.

8nMimeeturnedtoappU«uonsand州uiservices6QO0ewithnewbrandsandjugglethe*wod<andMe

duringthemonchaliongtngperiodofourMeune.enabinQcommhmentsmofecas<y,It'snec5urpr®ng.therefore,that

themiosuyconnectedwxhdedones,togritandteam,consumersriendtomknuoand««nIncreasethe*use

toaccessonicaihealthcareandpubicservices,andtoofapfMicMionsinthefutuie

teepenteruinedandHomed.

ManytrandthaveWmovatodatspoodtolaunchnowdigiuil

ierv<c«whichhowofferedconvenience,comfort«nd

enjoymenttopeopleinthosedifficulttimes-somethinfl

chatconsumershavereco9noedandgreatlyappreciated

Tb*AppAnantionIndaa'*>0foStp%

Whotakestherapfortheapp?consumer.the«ennotfeMhctSbetweenthetwo.WhenThssamanemofreckoningfarbrands.Untesstheycan

ConsumersblamethebrandwhenKcomesto"whoukestherapfortheapp?".mostfinderscorestenciyde#vw«orid-c<atsdgitalexpeflences.thenthey

pantstraQhtotthebrandnskseeingmorethanhaddtthewcusuxnenwalkmvoy.And

thingsgowronghanewmorecc«Ttpet>cvemartet.<twon'tbeeasytowin

Andwhen«h«epraUvvmoccur,peoplsareno*mowthembKk

OurrelianceondigitalMrvccshatroachodnow,prvMM^Italytoactdecishzcly-switchingtoanotherptovkfer.

unirnagtrabie.heightsduringthepandemicPeofsiearesharingtheirnegativeexperiencesanddetesingthe

usw»9moreaoplcdwm.moreo#ien,acrossmoresremotappnoticxi.

thetrfrves.

Brandsonlyhaveonechancetodeliver

Andwiththtsreloncehascomesoaringexpectationforthe'totalapplicationexperience'

flawmsanden9agm的3experiencesConsumers

expectapplcatiomtobemorerc&abie.secureand

penonateodtotheirownndwcfcalneedsandprcforonccsCcroxnersareloefangforthelocalappicabonexpenence'

Chantheydidpriorgth。pandemic.-aWbperformgtdiatio.digitalsetvlceSch<$smpie.

secure.beipUandfuntouseThis&ihenewbenchnvarkfor

ButccraumencontinuetoexperienceprotiemswhenaH(Sgitdlserviceso

usingdigitiMrvtcesand.alMnunggtorbrands,they

nowautomaocatyblametheappAcaton-andthebrandBsandtnoodtoracognovthatth。barhasbtt«nrartod

behindrt-whenthingsgowrongwtwKcomes2cSgtulexpenerceandMtfwsukM

haverisenwoCritica*Ktheonusonihebrand®fix

It<fo®tntm»wrwtwiher:ho除woKwithinth©appUcatonpcr<om«Ketuuesandmeetthoseconoumerdpectaoom.

-suchaspag«iloMkng«kwMpoorr«spom«am0s.

downtime,orsecurityfailures,otw^hcrit'jduetoenwrndiThemafOfltyotcoraumerssutethatbrandstaveJuMone

factorscutsidetheaopicsbon-suchasbadmtemecshe*JO«n(yessthemandithe*digitalserweedoesnot

connectMty,4G/5Gmobdenetworkissues,slowpaymentportonn.theywontusethemagan.

gatewaysorwchncalissueswithttwdpartypiug-im-Tothe

Th*AnvntaonIndmis

Applicationsdeliverpositiveimpacttoallduringthepandemic

ThepandemichaschangedourlivesInwmccaw*thstv>5beentfroughneccwrty-to

immeasurably.WhileeverycountryobumeiienMi9roecricsandaccessNeaithcate.Di9ui84%

serMcesh»«enabledustoadapt«offaingprococesthat

hasenduredaverydifferentjourney

hadtongDeengr<xxx)edmcommutes,officesand$hare«lofpoopi*lepcrtthatd19TserviceshaveMdapautive

throughthepandemic,andcommunitiesworkspaces,andalowedschookhldrenioccnbnuetompactonchoirttvmduringthepandemic,cnobingthem

haveallfacedtheirownuniqueteamawayfromtheclassroom.togettfvoughthisch^ienOxjperiodandtocopeand

challengesoverthepast18months,

But<SgUisetMC*th«>«atohelped(McatetoMHthe*o»n

onethingistrueforpeopleallovertheemotionalneeds,tofedcormcctBdtoWendsandtvn^.to

world;almostallofournormalroutineschcciinonthevuJncrob^welcomenew<oniiymembersand,

andbehaviorsweresuddenlyputonsadb-.saygoodbyetoohmFormoapeopleappkatnm

holdinasociallydistancedworld.andserviceshovec««edaefumee10dngtosome

leveldsocMinterac600-thefarn/ysndeoe41btfievwtud

cocktailhours.JheoweQuizzes

AndHisnt|u$tthevoungatwtioha«e

wrtoracBdtochnetogyb0wav»copedumgtheponderroc.

PeoptedatagesacrossaldomograpHciandgoogtaphes

haveturnedtodgitadwxvcssandWttheuniquBbcmrf«xata

digiulaftematweK>wnal”He

Digitalservices:Alifelinetonormality

HowreHanceoncftgiulservice*has

increasedduringthepandemic

Thenumberofapplicationsthatpeople

areusingonadailybasishasjumpedby

astaggering30%comparedwithtwo

yearsago.

Andconntnenamrdyingonafarbrooderinngeat但ui

ifirwasthanin2019,fromtools,videocattsand

socialmedia10connectwehtov»dcxiei,tomuseandvideo

•rtrearnng.onlineoaminQandpodcaststostayentertained

Peo0eaneretyingmoreonfooddei^eryservices,on

coiabaationandproductMtvtookforwtxfcandeducawn

andonaoplcatKxistoaccessheehheateandDubficservicesO：

AenjsanflJy.fre/veboconwmererrtentont^nai

serveosforhotobm.tfMtytepiraitsmehasfitneudAutn.

andwonhip

DwraNM

Way*that»CCM$todigitalwrvicshaw

holpodpoopl«tine*beginningof2020

Iffrontlineworkershavebeentheheroesofthepandemic,

thenapplicationshavebeenourlifelinetonormality.Dayto

day,we'vereliedondigitalservicesforalmosteverything

-somuchsothatit'sdifficulttocomprehendhowsociety

wouldhavenavigatedthelast18monthswithoutthem.

85%75%

DChangingconsumerneeds

tendigitalservicetypesusedthroughthepandemichave

aregularbasisledtopeoplereprioritizing

thedigitalservicestheyare

usingmostregularly.

Bankingand

Newsandinformation

Retail

Entertainment

Governmentservices

Fooddeliveryservices

Healthcare

Lifestyle

Th*A0pAnvntionIndn>o：««•;''•■<>»<>>,(■:,

Expectationssoarontheback

ofenhanceddigitalexperiences

ConsumerexpectationsaroundAndHnetjuMEreoseddependencewhichb

digitalexperience-alreadyatandrMngtMraeinexpectationCoraumeraknowthat

tyandihawehadtopKoctod^uiservtcettosetve

all-timehighbeforethepandemiccuitonwinnewweyiend«idreset,jnwexpea

-haverisenevenfurthersincemoremovaoon.personahzMion.enQagwnertand

thestartof2020.Morethanthreereliabrny.PeooJeieseenandexperiencedthe

quarters(76%)ofpeoplesaytheirdramaocimprtxemenamatsemebrandshavemade

toiherdigitalolfvingiduringthepandemic,and

expectationsofdigitalserviceshavetheyno*opcctthesamecvcrvwhere

increasedoverthesameperiod.

ExpectatcmurtunisdigiulserviceshMrisen

acrossawxteranpeofpedownanceandfunctonaMy

areastxt*Ihepast18months,patticukvWwound

reiabfity,secumyandpcfsonsteaton

Th*AMAtKnnonlnd«aWTOUMRMDFcrThaApO,

Appetitefordigitalalternatives

willoutlastthepandemic

Ofcourse,wealllookforwardtotheThisexplArnwt>y8dXofpeopleexpecttheirre&anceon

day(hopefullyinthenottoodistantdigitalservicestoswythesameo<increaseoverthenext

12months

future)whensomeareasofourlives

willreturnto,normal'-goingtothePeopteofa*agesreportthatappkatomhavemade

office,attendinglivemusicevents,activiDesmoreaccessibleoverthepastIBmonthsand

takingchildrentothecinemaortravelinghelpedthemjugglexhervariouscommitmentsacd

intemtsTN*p«rt>cul4rt>>thec«$eforthoseunder

abroadtovacationwithfriendsand45yeanoid.Simtarly.youngerpeoplearemostlike*vto

family.Butthepandemichaschangedhov®usedapplicationstotrynewthing*thattheywouldn't

mindsetsandbehaviorsintrinsically,andhavedonebefore

forgood.

Ho*eve».thefindingsshowtheextenttowhichoMe«

poopiehavoembfocedapp6cationsanddgislsorvices

nowknowthatGakncct«wrypanofourIlvot,th«wduringthepandemcAroundtwo<hbdsoipeopleover

Xanengagingandconwnwntgt&laMernativetothetheageof65cia<nthatappfccat)onshavea<o«edthem

waymedtodothrngiFromnowon.wellntwovitottynewthirstandtofitinactivitiesaroundthdrusual

have:heoptioniouseocpicatKxuiolaeisutemcredibiecommrtmentj

expedences-andforthetWsxtxne.wehavegenuine

choiceandccntftHacrosstheonfcw®ndofflinewodcb

81%

statethattheaQtaMtyofdigitai

serMceshasenabledthe«ntotry

!h«rtthe*wouWnthave

Th*AnanMnIndMg>!<

Lesstolerance,moreactionwhen

itcomestopoordigitalexperience

AsconsumerexpectationshaverisentoChangesincoraum0rr«»pora«>top«r1(xm«nce

anall-timehigh,peoplehavebecome

lesstolerantofpoordigitalexperiences.

83%ofpvopforeporttakingsncaurtntvdpcobfarnswxh

aopicatiomanddigilaiMTVCMinthepast12monthsand

mostareno*farmereMuelyiotakeactionwhentheydo

ThMrdudesswitchingtoanaitomativeservcc.shamg

theirnegativeexpenenewwithotherpeople,ordelecngthe

digitalservicepermanentlyConipared*nhtwoyaanago,

verytewpeoplearenewwUhngtosufferssitencewhentfwy

encounterapedormanceissuew»<fianapf^aibOA

r«r*App7

SowhatsortsofissuesmightcauseaTopfiveproblemsencounteredwith

consumertowalkaway?digitalservicesoverpast12months

Today,theexperiencecfusinganappacaooacanbe

Impactedbymanyvari&bies,fromthoM*thatsHwttNniheSlowpage/screenloading

appScmion«e»f-suchasoaQesloadingslowly,poor

resocnscwnes.downwne,orsecurityfailures;through

toexwmalfactorsoutsidetheappteation-suchasbadPoorconnectivity

intttrnetcoonectivity4G/5GmobilenetworkIUUM.slow

paymentgotevovsortechnicalissueswish；hRpartyciug-