In a world obsessed with dashboards and uptime, we often forget the most important thing: who’s actually using your services—and how their experience impacts your business.
Not all users are created equal. And some aren’t even human.
Here are the four user types enterprises tend to overlook, why they matter, and what you can do to start monitoring them better.
This is the person who tried to log in, clicked around, got stuck—and never came back. They didn’t submit a ticket. They didn’t complain. They just vanished.
Why it matters:
How to fix it: Real User Monitoring (RUM) reveals what your dashboards don’t: slow rendering, broken elements, or drop-offs caused by third-party scripts. Pair it with synthetic monitoring to simulate critical flows from key regions.
But they’re not the only ones.
They’re not shouting on X or leaving a 1-star review, but they are quietly suffering. They’re the person trying to update a CRM record, schedule a meeting, or submit expenses—on a laggy system with a spinning wheel of doom.
Why it matters:
How to fix it: Use Digital Employee Experience (DEX) monitoring to surface real-time performance issues, collect sentiment data, and correlate device or app health with employee output. Bonus: It makes your help desk proactive instead of reactive.
And beyond human users...
Think wind turbines. Smart meters. Point-of-sale terminals. These aren’t users in the traditional sense, but they’re generating data and relying on your infrastructure to stay online, connected, and functional.
Why it matters:
How to fix it: Set up synthetic checks and availability monitoring on central endpoints. Use anomaly detection and baselines to catch subtle performance degradation before it becomes a full-blown incident.
Finally, the wildcard...
Sometimes it’s a friendly partner bot scraping data from your travel site. Sometimes it’s a not-so-friendly one hammering your endpoints or simulating users to mess with analytics.
Why it matters:
How to fix it: Monitor traffic patterns for anomalies. Track and tag known bots. Set up experience baselines to detect sudden shifts in traffic volume, latency, or content load failures.
The future of IT isn’t just about servers and services. It’s about people, devices, and digital interactions. And the cost of ignoring any one of these users is too high.
At Kanari, we help enterprises uncover blind spots by monitoring the full spectrum of user experience—from backend to browser, from employee to bot.
Because real observability starts with knowing who you’re really building for.
Curious how this plays out in the real world? Watch our webinar on-demand to see how Nordic enterprises are using observability to transform their user experience.