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Michael Ericksen

Sr Staff Software Engineer @ Intelligent Medical Objects

Bio

Literature major turned accountant turned software engineer turned site reliability engineer. Currently obsessed about what happens in production and measuring what matters to users.

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From Availability to User Happiness: An Introduction to SLOs That Matter

This talk tells the story of an engineering team that finds themselves in a quasi-incident for a web application that runs inside of Electronic Health Record (EHR) systems like Epic and Cerner. The engineering dashboard for the application showed uptime at 100%. Users, however, paused their implementation timelines because of poor application performance. As an organization, we were measuring the wrong thing. In this talk, I will tell the story of how an engineering team pivoted from measuring availability to key application behaviors for their end users to dramatically improve user satisfaction.

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