- Amazon is data-driven
- Tons of resources for service-level metrics
- No good resources for UI metrics (web development)
- Cannot use commercial alternatives
- We created our own library (made it reusable)
- Understand user behaviour
- How long does it take to close a ticket?
- What are the actions taken per ticket type?
- Which features are used and which ones aren't?
- Provide service-level metrics (alarms)
- Load time (per page, per request)
- Browser-level errors