In a carefully framed deal, ServiceNow announced this morning that it has acquired the intellectual property and key personnel of mobile analytics company Appsee for an undisclosed price. Under the terms of the deal, the co-founders and R&D team will be joining ServiceNow after the deal closes.
It’s worth noting that ServiceNow did not acquire Appsee’s customers, and the company is expected to wind down its existing business over the next 12 months.
Appsee provides more than pure numerical analytics. As the name it implies, it lets developers see what the user is seeing by recording an interaction and seeing what went right or wrong as the person used the program.
GIF courtesy of Appsee
ServiceNow wants to take that functionality and incorporate it into its Now Platform, which enables customers to create customized service applications for their businesses, or use mobile applications it has created out of the box.
The company sees this as a way to improve the UI and build more usable apps. “We’ll be able to use Appsee for our mobile app and browser analytics. This can be used across all three of our workflows, and with this level of visibility our customers will be able to see how customers or employees are engaging [with the application]. With these analytics, ServiceNow will be able to provide insights on user behavior. In turn, this will help us provide an improved UI for customers,” a company spokesperson told TechCrunch.
Just last week at its Knowledge 19 customer conference in Las Vegas, the company announced Now Mobile, a new tool for performing tasks like ordering a new laptop or searching for the holiday calendar, and a mobile on-boarding tool for new employees. Both of these will be available in the company’s next release and could benefit from the Appsee functionality to improve the overall design of these products after it releases them to users.
Appsee has always been focused on capturing user activity. Over the years it has layered on more traditional analytics like DAUs (daily active users) and crash rates, the kind of metrics that can give companies insight into their user experience, but they combine that with the visual record to help see more detail about exactly what was happening, along with myriad other features, all of which will be incorporated into the ServiceNow platform moving forward.
The deal is expected to close by the end of Q2 2019.
