Quantifying Empathy with Service Level Objectives
summary
Argues that Service Level Objectives must map to real user outcomes and gives concrete rules: use six flavors of user happiness (availability, responsiveness, freshness, completeness, accuracy/precision, breadth), measure actual user pain curves, and set SLOs just below the pain inflection. Cites examples and numbers: job search latency target ~250 ms, 99% of jobs within ~18 hours, game latency under ~80 ms, enterprise support data freshness under ~15 s, availability bands from ~2.5 to 3.5 nines. The method is to quantify empathy from user data and tune SLOs accordingly.
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chapters (10)
- 0:00The problem with SLOs
- 1:05The empathy gap
- 3:13Quantifying empathy
- 5:56Wasted effort and targets
- 8:29Five whys of prioritization
- 11:57Scaling through empathy
- 14:48Case studies of empathy
- 17:43The empathy S-curve
- 22:04The six flavors of happiness
- 35:06Building empathy-driven SLOs
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