“Is It Up?” vs “Does It Work?”
There is a world of a difference between “It’s up” and “It works” . I could go on about this for hours, but, it basically boils down to your customers — they care about the quality of the experience, and only the quality of the experience. It may be up as far as you’re concerned, but if interacting with it sux, well, from the customer’s perspective, does it actually work? Take the above comic. Your implicit assumption might be something like “ It’s a stupid UI ” or some such. Much as we’d like to blame everything on the poor folks in UX, it really could be as much about poor performance aspects, you know? Think of all the times that you’ve hit “Submit”, and gotten back a server error, searched for something with no result when you know it’s there, and so on. You need to make sure that those aspects of the Customer Experience are covered, as follows — • Request Rate (aka “ Does it scale? ”): How many reque...