Your dashboards show green. Your customers say it's broken.
This is the most common failure mode I've seen across enterprise SaaS products, and the cause is what gets measured.
Most observability stacks measure what's easy to measure: server uptime, response times, error rates. Those describe infrastructure health. They say nothing about whether the product did what the user came to do.
A user can experience a broken workflow while every metric on your dashboard stays green. The API returns 200. The page loads in 400ms. The error rate is 0.01%. And the user clicked "Submit," saw a spinner for 3 seconds, got a success message, and their data was silently dropped.
A new dashboard won't fix this on its own. Measure whether the user's action produced the intended outcome: did the order get placed, did the document get saved, did the workflow complete. Measure how long it felt: time-to-interactive defines the user experience far more than server response time. And watch the retries. Every retry is a user telling you that your system, which looked healthy, wasn't working for them.
Pick your most critical user workflow. Instrument it end-to-end from the user's perspective, from the click to the confirmed outcome, and put that one line on the same screen as the infrastructure metrics.
You will find out quickly how often a green dashboard has been sitting on top of a checkout nobody could complete.