Off the Beaten Path - Moving Observability Focus from Your Service to Your Customer

Explore the shift in observability focus from service-centric to customer-centric approaches in this 38-minute SREcon20 Americas talk. Discover why being a Customer Advocate enhances your role as an SRE. Learn about developing face-to-face customer engagement habits, experiencing customer perspectives, open-sourcing high-scale data capture tools, and establishing direct team-customer communication channels. Examine the limitations of traditional availability metrics and the importance of network error logging. Delve into performance beyond numbers, addressing usability debugging, and implementing tools like Clarity-JS to measure usability at scale. Investigate accessibility considerations, feedback systems, and the value of direct engineer-customer interactions. Gain insights on how this customer-focused approach impacts engineering practices and broadens the understanding of site functionality.

Intro
Observability, for the next 20-30 minutes
Observability Focus - A Shift
Availability: Less Than What You Think It Is
Network Error Logging
Performance: More Than A Numbers Game
How do you debug usability issues?
What if you could see what your user saw?
And, had the data to solve the usability issue
Clarity-JS: Measure Usability @ Scale
From Usability to Accessibility
Ally Standards
The Ugly
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?
The Feature You Work On Is 'The Site'
Observability: The Collective Path