Customer Centric Observability: How Intuit Reduced Time To Detect Customer Impact From 30+ Minutes To Under 3 Minutes.

While there was considerable Observability coverage across Intuit’s backend services, detecting, quantifying and isolating customer impact had been a challenge. Oftentimes, service degradation was detected but teams were unable to quickly assess customer impact and map issues back to end user experience. Over the past year, Intuit leveraged OpenTelemetry to build a new capability called ‘Failed Customer Interactions (FCIs)’ that automatically detects, quantifies and isolates customer impact. The team built a simple to use abstraction that reduces the complexity of distributed tracing while leveraging its benefits. We will cover how the RUM-FCI capability powered by OpenTelemetry can not only reduce the time to detect incidents, but also isolate root cause at speed, with an explicit focus on customer impact. With this solution Intuit established a blueprint to reduce its MTTD from over 30 minutes to less than 3 minutes.