2021年應用關注度指數在新冠大流行期間,人們比以往任何時候都更加依賴數字服務。根據AppDynamics的ー份報告,超過8/10的美國消費者(84%)說在新冠大流行期間數字服務對他們的生活產生了積極影響,部分原因是數字服務使ー些活動更容易獲得(83%)。由于旅行受到限制,許多場館、劇院和餐廳關閉,在接受調查的13000名全球受訪者中有3/4表示,在新冠大流行期間,數字服務成為某種維持正常狀態的生命線。大多數消費者依靠數字服務與家人和朋友保持聯系(90%),并獲得流媒體和游戲等娛樂(86%)。數字服務還提供了獲得食品和藥品等基本用品的機會(77%),以及獲得公共服務的機會(77%)0但是,似乎并不是每個人都因為新冠大流行而更加依賴數字服務。訪問頂級服務已經成為習慣,如聯系家庭、銀行、獲取新聞、購物或娛樂。雖然46%的受訪者報告說,他們在新冠大流行期間使用數字服務與家人和朋友保持聯系的情況有所增加,但還有相同數量的人的使用量與新冠大流行之前沒有變化。同樣,訪問數字服務獲得娛樂(46%的受訪者使用量有所增加vs.45%的受訪者保持相同使用量)、新聞和信息(42%vs.51%)s食品配送(41%vs.49%)和協作工具(46%vs.46%)也是如此。約81%的受訪者表示，數字服務讓他們可以嘗試新事物,如遠程醫療。事實上,77%的受訪者表示數字服務幫助他們獲得醫療服務，73%的受訪者使用數字服務來管理他們的身心健康。APPDYNAMICSTheAppAttentionIndex2021:Whotakestherapfortheapp?HowapplicationsbecameaIrfelirwtonormality,andtheneedforbusinessestodeliverthe'totalapplicationexperience'AboutthisreportAspeoplenavigatetheirwaythroughthepandemic,theyfindthemselvesincreasinglyreliantonapplicationsanddigitalservicesInalmosteveryaspectoftheirfive*.

ExecutiveSummaryApplicationshavebecomealifelinetonormality，Whotakestherapfortheapp?Consumersblamethebrandwhenthin9sgowrongBrandsonlyhaveon?chancetodeliverthe'totalapplicationexperience'(ApplicationsdeliverpositiveimpacttoallduringthepandemicThepandemichaschangedourlivesimmeasurably.Whileeverycountryhasenduredaverydifferentjourneythroughthepandemic,andcommunitieshaveallfacedtheirownuniquechallengesoverthepast18months,onethingistrueforpeopleallovertheworld;almostallofournormalroutinesandbehaviorsweresuddenlyputonholdinasociallydistancedworld.

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Digitalservices:AlifelinetonormalityThenumberofapplicationsthatpeopleareusingonadailybasishasjumpedbyastaggering30%comparedwithtwoyearsago.Changingconsumerneedsthroughthepandemichaveledtopeoplereprioritizingthedigitalservicestheyareusingmostregularly.Iffrontlineworkershavebeentheheroesofthepandemic,thenapplicationshavebeenourlifelinetonormality.Daytoday,we'vereliedondigitalservicesforalmosteverything—somuchsothatit'sdifficulttocomprehendhowsocietywouldhavenavigatedthelast18monthswithoutthem.BankingandNewsandinformationRetailEntertainmentGovernmentFooddeliveryHealthcareChangingconsumerneedsthroughthepandemichaveledtopeoplereprioritizingthedigitalservicestheyareusingmostregularly.Iffrontlineworkershavebeentheheroesofthepandemic,thenapplicationshavebeenourlifelinetonormality.Daytoday,we'vereliedondigitalservicesforalmosteverything—somuchsothatit'sdifficulttocomprehendhowsocietywouldhavenavigatedthelast18monthswithoutthem.BankingandNewsandinformationRetailEntertainmentGovernmentFooddeliveryHealthcareLifestyleToptendigitalservicetypesusedonaregularbasisExpectationssoaronthebackofenhanceddigitalexperiencesConsumerexpectationsarounddigitalexperience-alreadyatanall-timehighbeforethepandemic-haverisenevenfurthersincethesUrtof2020.Morethanthreequarters(76%)ofpeoplesaytheirexpectationsofdigitalserviceshaveincreasedoverthesameperiod.Asenseofdigitalgratitude；neverysector,thereareexamples>fbrands—andtechnologists)tth?heartofthosebusinesses-whorecognizedthatsimplyswitchingtodigital'wmnotgoing:obeenough.72%67%?AppetitefordigitalalternativeswilloutlastthepandemicOfcourse,weaHlookforwardtotheday(hopefullyinthenottoodistantfuture)whensomeareasofourliveswillreturnto'normal'-goingtotheoffice,attendinglivemusicevents,takingchildrentothecinemaortravelingabroadtovacationwithfriendsandfamily.ButthepandemichaschangedmindsetsandbehaviorsintrinsicaHy,andforgood.；(，81%81%Lesstolerance,moreactionwhenitcomestopoordigitalexperienceAsconsumerexpectationshaverisentoanall-timehigh,peoplehavebecomelesstolerantofpoordigitalexperiences.Sowhatsortsofissuesmightcauseaconsumertowalkaway?68%68%Fingerspointfirmlyatthebrandwhenthingsgowrong60%ofpeopleblametheapplicationorbrandwhentheyencounteraproblemwithadigitalservice,irrespectiveoftheissue.And72%ofpeoplebelieveit,stheresponsibilityofthebrandtoensurethatthedigitalserviceorapplicationworksperfectly.cm?，Deliveringthe'totalapplicationexperience'Withsomuchmorechoiceonoffer,andsomanybrilliantdigitalservicesavailable,consumershavebecomefarmoreselectiveabouttheapplicationstheyuse.Theyknowwhattheylikeandwhentheyfindit,theykeepgoingbackformore.：Brandshaveoneshottodeliverthe'totalapplicationexperience/Consumerexpectationsofdigitalexperiencesandapplicationshavegonestratospheric.Infact,61%ofpeoplestatetheirexpectationofdigitalserviceshaschangedforeverandtheywon'ttoleratepoorperformancea