Explore a conference talk that challenges traditional observability approaches by shifting focus from service metrics to customer experience. Learn how Microsoft's team humanized their data, developed direct customer engagement strategies, open-sourced tools for capturing user experiences, and re-evaluated performance metrics. Discover the importance of understanding customer perspectives, debugging usability issues, and creating effective feedback systems. Gain insights into implementing customer-centric observability practices, fostering engineer-customer connections, and enhancing overall service reliability through a collective approach to observability.
Off the Beaten Path - Moving Observability Focus from Your Service to Your Customer
Overview
Syllabus
Intro
You're probably Not Alone
Observability for the next 45 minutes, in this room
Observability Focus - A Shift
Focus Doesn't Mean.
Hearing or Listening?
Network Error logging
Performance More Than A Numbers Game
How do you debug usability issues?
What if you could see what your user saw?
The Best
A Good Feedback System is ...
People Want To Be Cool Too
Going Beyond Experimentation
Isn't That Dogfood?
Customer, Meet Engineer
How Does It Help Engineering?
Observability: The Collective Path
Taught by
USENIX
