There may not be a solution in every case, but it's a reminder that dashboards & metrics are no replacement for actually talking to your users. Metrics are at best a proxy for user experience, don't let them be the tail that wags the dog.
Like the story Bezos told of his execs claiming call wait times were under 1 minute, so he called the service line from the conference room on the spot and made everyone sit there for 10 minutes waiting to get thru..
alt Hacker News
There may not be a solution in every case, but it's a reminder that dashboards & metrics are no replacement for actually talking to your users. Metrics are at best a proxy for user experience, don't let them be the tail that wags the dog.
Like the story Bezos told of his execs claiming call wait times were under 1 minute, so he called the service line from the conference room on the spot and made everyone sit there for 10 minutes waiting to get thru..