Solution How Do the Three Observability Points of View Work Together?

It is a team sport, with system engineers, user experience designers, and product managers

3 POVs

Organizational observability relies
on insights from many points of view.

The system POV monitors system performance. If performance falls below the baseline, users may experience problems. Use this perspective to track and optimize the most important parts of the system.

The user POV offers the most direct observational experiences. Businesses often do this qualitatively by watching users in context and interviewing them about past experiences and future expectations. Quantitative usability tests provide data about task efficiency, satisfaction, and ease of use.

The business POV helps show the impact on business results. Managing customer experiences keeps you informed of their sentiment and their status in the sales funnel. Meanwhile, an employee experience manager ensures engagement increases as employees adopt new digital tools.

In short, organizational observability is a team sport: system engineers, user experience designers, and product managers each need answers to their own questions.

7 Roles

...and questions to ask.

The business, user, and system views
each contain many roles with their own responsibilities. Each person must
answer certain questions that lead to organizational observability. Everyone’s insights also help provide big-picture conclusions.

Metrics &
Tools

Each point of view must monitor key processes, diagnose problems, and look for improvements to the services they are responsible for. Observability duties come with unique metrics and tools.

*As monitoring tools add features to diagnose problems and automate solutions, the “M” will also come to mean “Management.”