Contributors and References

KEITH INSTONE

Keith has 25 years of experience as a user experience consultant, information architect, and usability specialist. As the Digital Experience Lead Research Analyst at Stratascale, he studies technology trends to help people envision new experiences and understand the processes, tools, and systems required to deliver innovative user experiences.

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JASON HOOD

Jason is a Field CTO at Stratascale. He has almost 30 years of experience running cloud, infrastructure (server, storage, and network), desktop, service desk, security, HPC, and data teams for both Fortune 500 and private equity-funded companies. Most recently, he has focused on the operations side of large data centers, IT modernization, and cloud migrations.

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DEREK SHANK

Derek is head of research at Stratascale’s Innovation Labs. Throughout his career—from academia to personal finance to IT research—he has focused on uncovering insights and helping people put those insights to good use. 

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System Observability
“What Full-Stack Observability Requires Today.” New Relic, Feb. 2021,
https://www.newrelic.com/resources/ebooks/what-is-observability.

IBM Cloud Education. “What Is Observability?” IBM, 12 Jan. 2021,
https://www.ibm.com/cloud/learn/observability.

User Observability
Kuniavsky, Mike. Observing the User Experience. Morgan Kaufmann, 2003.

Rohrer, Christian. “When to Use Which User-Experience Research Methods.”
Nielsen Norman Group, 12 Oct. 2014,
https://www.nngroup.com/articles/which-ux-research-methods.

Business Observability
Grover, Robert. “Employee Experience Management: The Top 6 Goals.” Staffbase,
https://www.staffbase.com/blog/employee-experience-management.

Schmitt, Bernd. Customer Experience Management. John Wiley & Sons, 2003.

Best Practices

System Observability
Apdex Alliance. “Application Performance Index – Apdex Technical Specification, Version 1.1.” 22 Jan. 2007,
https://www.apdex.org/wp-content/uploads/2020/09/ApdexTechnicalSpecificationV11_000.pdf.

Ewaschuk, Rob, “Monitoring Distributed Systems.” Chapter 6 in Site Reliability Engineering (SRE) book, Google
https://sre.google/sre-book/monitoring-distributed-systems/.

User Observability
Sauro, Jeff. “10 Essential Usability Metrics.” Measuring U, 30 Nov. 2011,
https://www.measuringu.com/essential-metrics.

Tullis, Tom and Albert, William. Measuring the User Experience. Morgan Kaufmann, 2013.

Business Observability
Morgan, Blake. “The 20 Best Customer Experience Metrics For Your Business.” Forbes, 29 July 2019,
https://www.forbes.com/sites/blakemorgan/2019/07/29/the-20-best-customer-experience-metrics-for-your-business.

Boon, Corine. “How to measure employee experience?” AIHR,
https://www.analyticsinhr.com/blog/how-to-measure-employee-experience.

Metrics

System Observability
“Ranking the Observability Offerings.” APM Experts, 27 June 2020,
https://www.apmexperts.com/observability/ranking-the-observability-offerings.

Woodie, Alex. “Who’s Winning In the $17B AIOps and Observability Market.” Datanami, 4 Mar. 2021,
https://www.datanami.com/2021/03/04/whos-winning-in-the-17b-aiops-and-observability-market.

User Observability
Allen, JP. “The 2020 UX Research Tools Map.” User Interviews, 11 Feb. 2021,
https://www.userinterviews.com/blog/ux-research-tools-map-2020.

“The Best UX Research Tools as of April, 2021.” Remote Research, Ethnio, Apr. 2021,
https://www.remoteresear.ch/tools.

Business Observability
McIlvaine, Andrew. “The rise of the employee-experience platform.” HR Executive, 2 Jan. 2020,
https://www.hrexecutive.com/the-rise-of-the-employee-experience-platform.

Fish, Dave. “A Brief History of Customer Experience.” Customer Think, 24 Aug. 2018,
https://www.customerthink.com/a-brief-history-of-customer-experience.