Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO...
Transcript of Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO...
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Ketan Gangatirkar
Quantifying Empathy Through Service Level Objectives
Vice President of Engineering – Job Seeker | [email protected]
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I help people get jobs.
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One search. All jobs.
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Job site 1
Job site 2
Job site 3
Job site 4
Job site 5
Job site ∞
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No searches. No jobs.
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SLO violation
Job Search was unavailable to users in Vietnam for 13 minutes
99.98% availability (last 90 days)99.99% SLO
This is why we need SLOs
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Daddy, where do SLOs come from?
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The SREs define SLOs!
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I don't think Daddy knows the answer.
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Why shouldn't SREs define the SLOs?
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Your product exists to serve users
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Service Level IndicatorA quantifiable measure of the quality of a service
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Service Level ObjectiveA target for a Service Level Indicator
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SLOs determine user experience
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SREs determine user experience?
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Your SREs aren't your users
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Your SREs don't talk to your users
——————————————————
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Your SREs don't understand your users
A B
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● Consistent● Objective● Measurable● Explicit● Empathetic
SLOs are
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SLO violation
Job Search was unavailable to users in Vietnam for 13 minutes
99.98% availability (last 90 days)99.99% SLO
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Put empathy in your SLOs
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SLOs without empathy are bad SLOs
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SLOs = numbersFeelings ≠ numbers
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Turn feelings into numbers
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Quantify your empathy
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Adding quantified empathy to SLOs
SLO violation
Job Search was unavailable to users in Vietnam for 13 minutes
99.98% availability (last 90 days)99.99% SLO
3802 job seekers can't get jobs!
Job Search was unavailable to people in Vietnam for 13 minutes
99.98% availability (last 90 days)99.99% SLO
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Make your users
happier
Make smarter
decisions
Build a better
product
Quantify empathy
Create better SLOs
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SLOs make people better
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People sleep SLOs are 24x7
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SLOs are always workingPeople go on holiday
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SLOs are collectiveEmpathy is individual
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SLOs don't get hangry People need food, have moods
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Lack of empathy leads to subpar experience
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Your users could be more demanding than your SLO
PassingSLO
Good user experience
Empathy gap
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Your users may notice problems your SLO doesn't cover
Features users care about
Features your SLOs track
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Lack of empathy leads to wasted effort
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harderbetterfasterstronger
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Higher service level → Always better?
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Service level →
Cost
Perfection
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Maybe too much of a good thing?
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Higher service levels cost time
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Higher service levels cost money
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Higher service levels cost opportunity
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Your users could be less demanding than your SLO
PassingSLO
Good user experience
Waste
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Your SLO may cover things your users don't care about
Features your SLOs track
Features users care about
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How good is just right?
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User research and product management problems
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Solved by technology teams
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SRE makes product decisions
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Code for accuracy or freshness?
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Speed or availability?
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Add new PoP or implement auto-scaling?
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THE WHYWHYWHYWHYWHYs5
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Add new PoP
↓Faster page load
↓Increased engagement
↓Lower bounce rate
↓Higher revenue
↓Fewer network hops
↓Adds capacity when neededvs.
↓More throughputvs.
↓Fresher datavs.
Implement auto-scalingvs.
↓Higher retentionvs.
↓Greater utilityvs.
WHY?1
WHY?2
WHY?3
WHY?4
WHY?5
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People will disagree
Faster pages! Less downtime!
Increase throughput!
Reduce errors!
Marketing CEO SWE SRE
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People will disagree… a lot
400 ms! 300 ms! 250 ms! 265 ms!
Marketing CEO SWE SRE
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How do you make sure your team does it right?
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One person makes all the decisions
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The God Object anti-pattern
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It's hard for SRE to make product decisions
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Expanding your hiring pool
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Understand users Can understand users with training Don't understand users
Can you limit your candidate pool to these people?
All of these can be valuable employees
Employee personalities vary
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Individuals don't scale
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Time →
Product complexity
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Time →
Number of products
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Even the best people have limits
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You can't scale up by just making things bigger
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How do you overcome these obstacles?
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Quantify empathy
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1) Get to know your users
2) Understand what your product does for them
3) Apply the 6 flavors of user happiness
4) Find the user pain in your data
5) Set the SLOs below the pain threshold
This is everyone's job
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Empathy applies to all products
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Case studyIndeed
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One search. All jobs.
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Web site 1
Web site 2
Web site 3
Web site 4
Web site 5
Web site 6
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● Fast page loads● Getting all jobs● Get the jobs quickly enough● Seeing more jobs, even at risk of
irrelevance
● Perfect accuracy● All the features● Avoiding all irrelevant jobs
Job seekers care about Job seekers care less about
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Case studyCapturing the flag
![Page 78: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/78.jpg)
![Page 79: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/79.jpg)
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Flag capturers care about
● Lag (absence of)
Flag capturers care less about
● Availability
![Page 81: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/81.jpg)
Case studyCustomer service
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#FML
![Page 83: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/83.jpg)
? Who is this guy?
![Page 84: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/84.jpg)
Please hold while I find your reservation.............#FML2
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CSRs care about
● Fast enough page loads● Availability● Data freshness● Accuracy
CSRs care less about
● Fastest possible page loads● Lots of features
![Page 88: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/88.jpg)
Empathy is an S-curve
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Brokenness →
↑User happiness
Sweet spot
Uselessly broken
Basically perfect
Usable
![Page 90: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/90.jpg)
6 flavors of user happiness
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1) Availability
2) Responsiveness
3) Freshness
4) Completeness
5) Accuracy and precision
6) Breadth of functionality
ARFCAapBof#
![Page 92: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/92.jpg)
1. Availability
![Page 93: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/93.jpg)
Can your product perform its most basic functions?
● Finding jobs● Capturing the flag● Displaying customer records
![Page 94: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/94.jpg)
Availability →
↑Flagaliciousness I'll try again later
It's just a game
I'm getting the flag!
99.5% 98%
SLO: 99.5% availability
![Page 95: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/95.jpg)
Availability →
↑Productivity
This is tolerable
I can do my job
We're paying how much?!?!
Cancel the contract
99.9%99.5%
99%
SLO: 99.95% availability
![Page 96: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/96.jpg)
2. Responsiveness
![Page 97: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/97.jpg)
User Action
Product Reaction
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Page load time →
↑Job clicks
SLO: 99% < 250 ms
125 ms 250 ms 500 ms 1000 ms 2000 ms 4000 ms 8000 ms 16000 ms
2x latencyLittle click loss
2x latencyLittle click loss
2x latencyMajor click loss
![Page 99: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/99.jpg)
I can play
I'm switching to Solitaire
I am awesome
50 ms 80 ms
SLO: 99% < 80 ms
Network Latency →
↑Flags captured
![Page 100: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/100.jpg)
3. Freshness
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Freshness = how close to real-time the data are
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How are user goals compromised by stale data?
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Job availability lag →
↑User happiness
This web site is free
I should use Glassdoor instead
This is awesome
SLO: 99% < 18 hours
6 hours 24 hours
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![Page 105: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/105.jpg)
Account data lag →
↑Product value
Better than nothing
I was wrongI'd rather have nothing
This is awesome
SLO: 99% of actions visible < 15 s
10s 20s 30s
This works okay
40s
![Page 106: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/106.jpg)
4. Completeness
![Page 107: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/107.jpg)
Do you have all the data?
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Missing jobs →
↑User perception
50% 75%25% 100%0%
some jobs.
no jobs.
most jobs.
SLO: < 25% missing jobs
![Page 109: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/109.jpg)
5. Accuracy and precision
![Page 110: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/110.jpg)
Exact joblocation service
Raw jobs Processed jobs
Sometimes this is broken
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Approximate location
More precise location
Faster
Slower
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Do job seekers want faster or more precise?
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SLOmost exact location possible
< 30 minutes lag
![Page 114: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/114.jpg)
6. Breadth of functionality
![Page 115: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/115.jpg)
Must have vs. nice to have
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How often are nice-to-have features available?
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SLO95+% of results pages have stars
Hard timeout at 100 ms
![Page 118: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/118.jpg)
Empathy for the user
![Page 119: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/119.jpg)
Turn implicit intuition into explicit systems
![Page 120: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/120.jpg)
Brokenness →
↑User happiness
Many different ways to draw an S curve
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Brokenness →
↑User happiness
Look in your data to find your S curve
![Page 122: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/122.jpg)
Perception is reality
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Server times
Server error rates
User experience
Your perceptions are only part of the picture
![Page 124: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/124.jpg)
query
AJAX request
Front endservice
ControllerView Loadbalancer
Microservices Data store
Service request
REST request
Render
Click
results
Service responseREST
responseAJAX response
Hard to measure Easy to measure
User experience Technobabble
![Page 125: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/125.jpg)
Simulate clients
![Page 126: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/126.jpg)
Measure from real clients
![Page 127: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/127.jpg)
Dealing with factors beyond your control
![Page 128: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/128.jpg)
User experience
Out of your control In your control
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Your SLO should cover the whole user experience
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Service Level Objective
What you can't control What you have to work with
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Page load < 1s
+400 ms user network 600 ms to work with
![Page 132: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/132.jpg)
Controlling for what you can't control
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Can't move users closer to your servers Can move your servers closer to users
Too much latency Acceptable latency
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———————————————————————————————————
———————————————————————————————————
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———————————————————————————————————
———————————————————————————————————
If it feels fast, it is fast
![Page 136: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/136.jpg)
Empathy avoids overkill
![Page 137: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/137.jpg)
99% 99.99999999999999%16x9 = 315 nanoseconds
External systems + your components
![Page 138: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/138.jpg)
Brokenness →
Overkill
↑User success
User system brokenness
![Page 139: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/139.jpg)
Quantifying empathy
![Page 140: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/140.jpg)
Empathy = I feel what you feel
![Page 141: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/141.jpg)
Your users' perception is their reality
![Page 142: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/142.jpg)
Your users' perception must be your reality
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SLOs————————————————————————————————————————————————————————
User needs Actionable guidance
![Page 144: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/144.jpg)
Model the user's feelings and simulate empathy
![Page 145: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/145.jpg)
Failing SLO Meeting SLO
Sad user
Happy user
An accurate simulation
Empathy gap
Overkill
![Page 146: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/146.jpg)
SLOs with empathy tell me what you feel
![Page 147: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/147.jpg)
● Before the user notices● Before the user feels pain● Before you deploy your service
SLOs with empathy tell me whatyou will feel before you feel it
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1) Get to know your users
2) Understand what your product does for them
3) Apply the 6 flavors of user happiness
4) Find the user pain in your data
5) Set the SLOs below the pain threshold
How to quantify empathy
![Page 149: Through Service Level Objectives Quantifying Empathy...Adding quantified empathy to SLOs SLO violation Job Search was unavailable to users in Vietnam for 13 minutes 99.98% availability](https://reader035.fdocuments.in/reader035/viewer/2022071105/5fdfb0636c422855cf3a115e/html5/thumbnails/149.jpg)
1) Raise targets that allow poor user experience
2) Lower targets that don't benefit the user
3) Find gaps in features not covered by SLOs
4) Discard SLOs for features your users don't need
5) Get everyone lined up behind the same goals
How you benefit from quantifying empathy
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Make your users
happier
Make smarter
decisions
Build a better
product
Quantify empathy
Create better SLOs
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Questions?
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Ketan Gangatirkar
Quantifying Empathy Through Service Level Objectives
Vice President of Engineering – Job Seeker | [email protected]