CUSTOMER STORY

Follow slow requests from user reports to financial information services

ABOUT MORNINGSTAR

About the customer

Morningstar Shenzhen is part of Morningstar’s operations in China, providing data, analysis, and digital products for investment research and financial information services. Users access this information through websites and applications, so content delivery, network performance, and backend services all shape their experience.

Financial information Industry

Investment research Business focus

Investors and institutions Serves

The challenge

A slow page can have several different causes

Financial information services depend on frontend pages, content delivery, and backend applications working together. Morningstar's China team needed a practical way to investigate user feedback and assess CDN performance.

Slow access can originate in frontend assets, the network, the CDN, or backend APIs. Separate views made it difficult to reconstruct a particular user's experience.

CDN investment alone did not explain whether access had improved. Teams needed real visits, synthetic checks, and service logs together to assess changes.

KEY RESULTS

25%

Expected reduction: User-reported issue diagnosis time

30%

Expected reduction: Access-issue reproduction hours

20%

Expected reduction: CDN performance review hours

SOLUTION

Morningstar × Guance — Solution

Use the user's visit as the starting point

RUM and APM connect sessions with backend requests, page loading, API errors, and service latency. A report that the site is slow becomes a record the team can examine step by step.

25%

Expected reduction: User-reported issue diagnosis time

Page performance, traffic, and user behavior in one view

Assess CDN delivery through real visits and checks

Dashboards combine checks from different locations, request logs, and download rates. Comparing access-quality changes gives teams evidence for reviewing delivery routing and investment.

20%

Expected reduction: CDN performance review hours

Put device logs on the same timeline

Network and security-device Syslog is collected, parsed, searched, and monitored with consistent fields. Teams can check whether device changes coincide with an application issue.

30%

Expected reduction: Access-issue reproduction hours

BUSINESS IMPACT

Improve user experience with evidence that teams can inspect

A concrete start for investigating reports

Teams can follow the user and request instead of relying entirely on verbal descriptions or repeated reproduction attempts.

CDN changes can be reviewed over time

Download rates, successful requests, and real-access trends help teams assess whether a delivery change improved experience.

A shared diagnosis across technical roles

Frontend, backend, and network records can be compared within the same period, reducing breaks between separate investigations.

Build observability around your business

Work with Guance to connect telemetry, investigate service issues, and give teams shared operational context.