Users of our systems care very little about the product or service itself and almost nothing about the underlying technology in which we, as engineers, invest our efforts. What they care about is realizing tasks that are important to them. They care about results. Results that improve their lives. By shifting our perspective to better align what users find important (that is, results that improve their lives), we as engineers can offer a more reliable and resilient system. We can create more successful users. Those who will not only remain long-term customers, but proponents and advisors to guide and grow the business. In this lecture we will look at what users really want. We will discuss ways in which we can adjust our monitoring efforts to obtain that information. And finally, we will talk about how we can create a valid feedback loop to provide insight into how we can fulfill those desires.
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