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XLAs arent simply an exercise in gathering sentiment.
There are three key questions XLAs look to answer: How reliable is my service?
How well does it perform?
And how do my users perceive it?
Vice President Solutions Engineering for EMEA at Riverbed Technology.
You open it up to find the barcode that registers your account has moved.
Now, instead of it being on the homescreen, you oughta click into another section to find it.
You finish your shop and head to the checkout.
Thats 30 seconds added to the cashiers processing time.
They cant see whats going right or wrong, or what could be made better.
But that transformation must be based on authentic user experiences rather than ITs assumed outcomes.
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