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Newsflash: User Experience Is Bigger Than Data

Denis Goodwin

In a recent post, Why Today's APM Solutions Aren't Optimized for DevOps, I discussed the odd contradiction I’ve been noticing lately in the APM marketplace. Fragmented approaches to APM are being promoted as solutions to support the DevOps ideal of continuous integration and delivery, but the stark lack of integrated tools in these APM arsenals isn’t likely to make communication and collaboration between dev and ops any easier or more efficient.

That’s why integrated, unified APM solutions — consisting of software tools and testing functions that can fluently speak to each other and look at the same information at the same time — are the only hope for APM in a streamlined DevOps world. Unfortunately, even the best attempts at tool integration won’t solve the deeper issues of performance management if they approach it completely backwards from the start.


The Varieties of Anti-User Experience

The problem is, most vendors in the APM arena are looking at what they do from the wrong way around. Starting from the volumes of data that their tools generate and record, they woo and immerse their customers in “analytics.” Eventually, somewhere down the line, they may accidentally stumble upon the issues that are actually impacting end users.

Lo and behold! There are humans on the other side of this matrix. And what kind of experience are those users of the application having? It’s hard to say, since we can only extrapolate from our data and try to imagine what the quality of the user experience might be. But wait a minute – How does that make any sense? Shouldn’t we be looking at application speed and response time from the perspective of the people to whom it ultimately matters? Whose idea was it, anyway, to privilege data analytics over what our end users actually experience and perceive?

Data: A Supporting Character in a Story Written By User Experience

These are obviously rhetorical questions, because there’s always been a better way to engage in APM, and it begins and ends with the end-user. If monitoring and optimizing performance to deliver a streamlined end-user experience is our goal, then it should be obvious that the right way to go about it is to start with our end-users’ experience and work our way back through the software architecture from there.

At the end of the day, no matter how many sources of performance lags you’ve caught and corrected, your efforts only make a difference if they improve the user experience of your software. Your work needs to become user-centric, both in theory and in practice, if customer experience has any connection to your business and revenue goals (which it almost always, most certainly does).

Of course, monitoring server responses, stressing your system baselines with regular load tests, and analyzing the resulting data is essential to being able to manage the quality and reliability of your applications, day in and day out. I’m not arguing otherwise. Big-data analytics and code-level visibility are important concepts in the APM space, and I believe them to be critical components of any full-featured, end-to-end solution.

But the fact remains that user experience is actually bigger and more inclusive than data, because without a clear emphasis on your end-user experience, your deep-data dives may lose their meaning. The fact is, sometimes performance problems can’t even be found at the level of code and internal datacenters, but rather in more obvious user experience issues, like a slow web page caused by 3rd party content. As the old adage has it, if you focus only on the trees, you may lose sight of the forest ... and end up getting lost.

But perhaps Steve said it best:

“You’ve got to start with the customer experience and work back toward the technology – not the other way around.”
-Steve Jobs

Denis Goodwin is Director of Product Management, APM, AlertSite UXM, SmartBear Software.

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Newsflash: User Experience Is Bigger Than Data

Denis Goodwin

In a recent post, Why Today's APM Solutions Aren't Optimized for DevOps, I discussed the odd contradiction I’ve been noticing lately in the APM marketplace. Fragmented approaches to APM are being promoted as solutions to support the DevOps ideal of continuous integration and delivery, but the stark lack of integrated tools in these APM arsenals isn’t likely to make communication and collaboration between dev and ops any easier or more efficient.

That’s why integrated, unified APM solutions — consisting of software tools and testing functions that can fluently speak to each other and look at the same information at the same time — are the only hope for APM in a streamlined DevOps world. Unfortunately, even the best attempts at tool integration won’t solve the deeper issues of performance management if they approach it completely backwards from the start.


The Varieties of Anti-User Experience

The problem is, most vendors in the APM arena are looking at what they do from the wrong way around. Starting from the volumes of data that their tools generate and record, they woo and immerse their customers in “analytics.” Eventually, somewhere down the line, they may accidentally stumble upon the issues that are actually impacting end users.

Lo and behold! There are humans on the other side of this matrix. And what kind of experience are those users of the application having? It’s hard to say, since we can only extrapolate from our data and try to imagine what the quality of the user experience might be. But wait a minute – How does that make any sense? Shouldn’t we be looking at application speed and response time from the perspective of the people to whom it ultimately matters? Whose idea was it, anyway, to privilege data analytics over what our end users actually experience and perceive?

Data: A Supporting Character in a Story Written By User Experience

These are obviously rhetorical questions, because there’s always been a better way to engage in APM, and it begins and ends with the end-user. If monitoring and optimizing performance to deliver a streamlined end-user experience is our goal, then it should be obvious that the right way to go about it is to start with our end-users’ experience and work our way back through the software architecture from there.

At the end of the day, no matter how many sources of performance lags you’ve caught and corrected, your efforts only make a difference if they improve the user experience of your software. Your work needs to become user-centric, both in theory and in practice, if customer experience has any connection to your business and revenue goals (which it almost always, most certainly does).

Of course, monitoring server responses, stressing your system baselines with regular load tests, and analyzing the resulting data is essential to being able to manage the quality and reliability of your applications, day in and day out. I’m not arguing otherwise. Big-data analytics and code-level visibility are important concepts in the APM space, and I believe them to be critical components of any full-featured, end-to-end solution.

But the fact remains that user experience is actually bigger and more inclusive than data, because without a clear emphasis on your end-user experience, your deep-data dives may lose their meaning. The fact is, sometimes performance problems can’t even be found at the level of code and internal datacenters, but rather in more obvious user experience issues, like a slow web page caused by 3rd party content. As the old adage has it, if you focus only on the trees, you may lose sight of the forest ... and end up getting lost.

But perhaps Steve said it best:

“You’ve got to start with the customer experience and work back toward the technology – not the other way around.”
-Steve Jobs

Denis Goodwin is Director of Product Management, APM, AlertSite UXM, SmartBear Software.

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According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

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In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

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