apidays Australia 2022 - Guardianship Model - Managing digital hypergrowth at scale, Souvik Mukherjee, WooliesX

apidays Australia 2022 - Enabling Business Networks
September 14 & 15, 2022

Guardianship Model - Managing digital hypergrowth at scale
Souvik Mukherjee, Head of Technology, WooliesX
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Transcript

1. Guardianship Model Managing Digital Hypergrowth API Days Australia September 2022
2. 2022 SERIES OF EVENTS New York JULY (HYBRID) Australia SEPTEMBER (HYBRID) Singapore APRIL (VIRTUAL) Helsinki & North MARCH (VIRTUAL) Paris DECEMBER (HYBRID) London OCTOBER (HYBRID) Hong Kong AUGUST (VIRTUAL) JUNE (VIRTUAL) India MAY (VIRTUAL) APRIL (VIRTUAL) Dubai & Middle East JUNE (VIRTUAL) Check out our API Conferences www.a pida ys .globa l Want to talk at one of our conferences? apidays.typeform.com/to/ILJeAaV8
3. We would like to acknowledge the Traditional Custodians of the various lands on which we all work today and pay our respects to Elders past, present & future.
4. Souvik Mukherjee Souvik Mukherjee Head of Technology | WooliesX API Enthusiast | Software Engineer | People Leader Traveller | Wine Lover 🍷
5. 4 WooliesX Digital Ecosystem Hypergrowth EverydayX TechX ConnectedX eComX +22% Digital Traffic vs F21 +22% Active Customers vs F21 +42% eCom B2C sales vs F21 +70% Active Rewards App users vs F21 Underpinned by strong technology foundations Grew weekly users of Woolworths app by 53% Real-time loyalty platform roll out – enabling real-time points earning and discovery of personalised products for reward members. Delivery unlimited B2C paid customers doubled vs F21 Uber Eats & Metro60 convenient propositions launched Everyday Pay launch within Woolworths Supermarkets, Metro Food Stores and BigW Everyday Market launch provides customers with a curated online marketplace experience WooliesX F22 Performance
6. 5 4x increase of Microservices footprint over two years at WooliesX Impact of digital hypergrowth on technology Growth faster than maturity Poor customer experience Impact on delivery velocity Reduced Team Health
7. 6 A unique solution developed at WooliesX: Guardianship Model WooliesX adopted a unique approach to solving the hypergrowth challenges Growth faster than maturity Poor customer experience Impact on delivery velocity Reduced Team Health Customer Centricity Inner-sourcing Service Maturity Model Healthy Foundations
8. 7 Guardianship Model starts with WooliesX Team First Culture We create better experiences together for a better tomorrow Dedicated 20% of time allocated to every individual to progress in career, build capabilities & standards, innovate and nurture thought leadership Chapter Time Creating a connected engineering community, enabling growth, innovation and mastery while building a clear connection to our purpose and vision. Connection and Purpose We are not driven by job descriptions or RASCIs; we are an inclusive team who thrives for the greater good; it starts with “WE” – all of us working together Ownership Valuing partnership to create meaningful moments both big and small to make positive impacts on the lives of teams, customers, communities and partners Better Together
9. 8 Guardianship Pillars: Customer Centricity Guardianship Model: An overview Voice of Customer (VoC) & NPS Break down VoC & NPS to analyse trends across various categories like usability, product availability, checkout, responsiveness etc. and create focus groups to tackle those issues every week Industry Benchmarking Benchmark and analyse mobile and desktop website performance against the industry (AU Retail) against availability, performance, action duration, speed index etc. every week Service Domain mapping Adopting Domain Driven Design (DDD) with clearly defined bounded context aligned to VoC and NPS components. Squad Ownership The squads are aligned to the sub- domains, and each squad owns all the microservices belonging to that sub- domain. Application catalogue Adoption of Backstage IO to create discoverability. Each microservice is associated with its own CI, mapped to repositories, owners and service domains.
10. 9 Guardianship Pillars: Service Maturity Model Guardianship Model: An overview Service Maturity Model - Framework The Service Maturity Model (SMM) is a framework to assess the maturity of the services against predefined standards and best practices before production readiness. Tech Debt Management The variance between actual and expected maturity scores results in a quantified amount of ”Tech Debt”, creating visibility, priority and a quantified mechanism to manage risk within the business. Architecture & Design | Source Control | Test Automation | CI/CD Automation | DX | Availability | Observability | Reliability | Team Health Service Engineering Non-Negotiables Business criticality defines the expected level of service maturity for a particular service creating a standard “Engineering Non-Negotiables” checklist for the squads. This helps shift quality left, reduce story estimation surprise and standardize serviceability of services. Pillar 1 Pillar 2 Pillar 3 Pillar 4
11. 10 Guardianship Pillars: Inner Sourcing Guardianship Model: An overview Inter Squad Warranty Support Post-release warranty support mechanism from ”non-guardian” squads for the service guardians for a duration mapped to the incident management process Change Management Clear standards and guidelines for making changes to source code by a “non-guardian” contributor with a pre-defined workflow, documentation standards and knowledge transfer process Service Repository Domain Nomenclature Nomenclature alignment between Service Domains, repositories for services and services within those repositories Service Repository Catalogue Cataloguing services and their corresponding repositories, guardians and criticality using backstage IO Access Management Role-based access management to repositories along with an ongoing UAM process Config Item Repository Mapping Mapping each CI within Service Now to the services and their corresponding repositories Anyone within the organisation must be able to make changes to any services in compliance to the standards Parallelism is improving time to market and minimising inter-squad dependencies for feature development
12. 11 Guardianship Pillars: Healthy Foundations Guardianship Model: An overview Healthy Foundations is needed for sustainable growth and building trust with our customers and team Tech Debt Reduction Embedding Changes Managing Team Wellbeing Focus on clearing the operational and technical legacy that creates instability in our platforms Tech Debt Reduction Embedding Change Embedding new capabilities making it easier for our teams to achieve business outcomes Team Wellbeing Focus on creating a capability framework and development plans for every individual enabling growth and role clarity
13. 12 Guardianship Model: Learnings so far Focus on people and culture creates a sustainable competitive advantage Healthy Foundations Having a capability framework with a clear career ladder and development plan creates a higher degree of ownership Inner Sourcing The technology aspect of Inner- Sourcing is easy. Processes to manage changes and incidents post deployment needs a definition upfront Service Maturity Model Customer Centricity Creates a great sense of purpose and clarity for the squads, very functional and works well across stakeholders SMM was vastly accepted by the engineering community; however, we could not find a consistent way to link tech debt to business risks
14. 13 Guardianship Model – Next Steps at WooliesX Bedding down the guardianship model across the organisation Align the service domains to the VoC across the customer journey map and lifecycle of customers Customer Centricity The maturity of the services is directly proportional to the maturity of the squads who guardians the services. The SMM needs to account for the maturity of squads. Service Maturity Model Further, refine the change management, release management and incident management processes for inner-sourcing model Inner-sourcing Dedicated time allocated to reduce tech debt in the organisation. Having a clear prioritization framework to manage tech debt and quantify value realizations Healthy Foundations 01 02 03 04
15. 14 Thank you