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For a company to become a top brand, basic operational needs must be met first
By: Mehdi Daoudi
Apr. 1, 2017 04:00 PM
Maslow's Hierarchy of Digital Experience Needs
In 1943, a psychology theory was introduced by Abraham Maslow outlining a hierarchy of needs. The hierarchy describes the stages of growth, starting with basic survival needs and moving onto more complex needs. If basic needs are not met, higher-level needs will not be attainable and individuals will feel anxious and tense.
The needs are:
Physiological: These are basic physical needs for survival such as breathing, food, water.
Safety: The ability to meet tomorrow’s needs and include personal and financial security, health and well-being, law and order.
Love and Belonging : The need to feel like you belong and are accepted.
Esteem: The need to feel respected by yourself and others.
Self-actualization: Once all other needs are met, only then can individuals fulfill their maximum personal potential.
Applying the framework to digital experience
Extending Maslow’s hierarchy to digital experience monitoring, we can see the steps needed for organizations to reach their full potential.
Availability of an application is dependent on a reliable network and infrastructure. Problems with DNS, connectivity, and routing will impact the availability. Monitoring all application, network, and infrastructure services to ensure they are up and running is the first need. Is DNS resolving correctly? Did a peering change occur, or are routes flapping? Are servers reachable and can users connect to them? There is very little chance of survival if an application is not available to end users.
Using a combination of synthetic and real user measurements (RUM) will provide the most insight into how an application is performing from various geographies. It is important to measure not only how long it takes a single page to load, but how long it takes key business transactions to be completed. Websites shouldn’t just focus on the home page because more and more users are entering sites at a page of interest rather than a home page. Look at which applications and transactions are most critical to the success of your business, and monitor those to ensure the performance meets expectations.
Service Level Agreements (SLAs) need to be defined, agreed to, and monitored by both parties.
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