apidays Paris 2022 - Combining user feedback with API metrics to improve DX, Rainer Loopere, Katana

apidays Paris 2022 - APIs the next 10 years: Software, Society, Sovereignty, Sustainability
December 14, 15 & 16, 2022

Combining user feedback with API metrics to improve DX
Rainer Loopere, API & App Marketplace Product Lead at Katana
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Transcript

1. Better DX: Combining user ​ feedback with API metrics ​
2. 2023 SERIES OF EVENT New York May 16&17 Australia October 11&12 Singapore April 12&13 Helsinki & North June 5&6 Paris SEPTEMBER London November 15&16 June 28-30 SILICON VALLEY March 14&15 Dubai & Middle East February 22&23
3. Rainer Loopere Katana Co-Head of Product 2014 – 2019 Wise (TransferWise) 2020 – 2022 Katana ​ API 
 Product Manager​ 2022 Katana API & App Marketplace Product Lead 2022 Katana Co-Head of Product
4. Agenda #F What is Katana@ 7F Who uses Katana’s API: how and why@ F Data analytics architecture@ F Metrics: from high-level to operational@ ÈF The data we use for API feature development@ ÆF What’s next in API metrics
5. What is Katana? Katana is a business software solution that gives thousands of manufacturers the live overview they need to make decisions. By combining live inventory management, real-time master planning, outsourced production, and a platform approach with native integrations, Katana is a one-stop- shop for businesses in need of a leaner, more user- friendly, manufacturing software solution.
6. Today's product-based business​ needs a different type of ERP ​ e The era of business suites that deliver everything is coming to an end5 e Customers want a 5 ️ experience throughout the entire business workflow​
7. Katana's journey from product to ​ platform Launched open API 2020 - 2021 Begin onboarding apps and custom integrations 2021 Improvements to developer experience​ 2022 Developed Katana's App Partner Program 2022 Launch Katana's App Marketplace 2023
8. Who uses Katana's API:​ how and why ​ Katana customers Katana App Partners r Build integration ƒ Sales channels — e-commerce, CRM w ƒ Shippingw ƒ Accountingw ƒ Analyticsw ƒ And much morg r Automate workflows r Integrate their SaaS solution with ours
9. Data warehouse Power BI Reporting more complex data models ` API analyticC ` Used to define which integrations are “active” ` LogC ` Monitoring ` Customer Data Platform ` Real-time trends & funnels, customer activity Website activity Product activity Subscription changes Intercom, Hubspot Contextual dat¤ ` Name, emai ` Subscription data & MRR User cohorts about active users API gateway Moesif Segment Mixpanel Datadog Data analytics architecture​ ​ Process + tooling we use
10. Metrics: from high-level to operational​ Long-term 
 business goals e MRR targetsc e Move upmarket by delivering features that unlock a new target customer segment​ 1
11. Metrics: from high-level to operational​ i Number of custom integrations on APG i Number of third-party integrations on APG i Conversion rate for customers who use API ​or 3rd party integrations​ ​Long-term ​API goals​ 2
12. Metrics: from high-level to operational​ Q Number of active custom integrations on API& Q ​Number of third-party integrations on API ​Quarterly OKRs​ 3
13. Metrics: from high-level to operational​ g Weekly active users*: 
 made at least one requesE g Active integrations who hit the threshol4 g Monitor changes*/outstanding behaviour 
 and offer help if needed Weekly ​metrics​ 4
14. Metrics: from high-level to operational​ s Total number of requesth s ​Total number of 500h s % of errorh F 4xx errors (ensure nothing is broken)a F 503s to track performance a s ​Bugs reported by support ​Diagnostic​ metrics​ 5
15. Chat bubble on our website, in-app, Developer Portal where customers can: ​ V d Get help with finding an integration partner V d Discuss API-related questions over a call or chat Wish tags from support communicationa d Requests for improvements/missing feature& d Examples: V d Prioritize which end points we need to open first V d Increase rate limits Data we use to drive API feature development Customer requests via Intercom
16. Data we use to drive API feature development Customer calls/interviews Useful for gaining more detailed insights into pain points and finding a potential solution. Examples: X A Providing access to deleted data X A Designing functionality for our first client library
17. We can track each endpoint together with headers, query params, and body. This gives us insight into how each field is used. ​ Examples: D  When planning our first library: User-Agent header for application insightQ  We wanted to add extend functionality (shortcuts), so we analyzed patterns of endpoint usage: what endpoints are requested most often. This helped us identify inefficiently designed APIs. Data we use to drive API feature development API Usage Metrics
18. Incidents and bug fixes​​ How we address these at Katana​ Since we can track how each field and endpoint is used, we can easily get information about who and how many are impacted. Example: f 4 A case where we fixed a bug and added extra validation to one field, breaking the integration. We could easily query how many customers misused the field and got a new error message. ​
19. How API data​ benefits everyone​ API analytics are connected to our company analytics, ​making it possible to: x Conversion rate, MRR and other business impact analysii x Targeted product update emails based on previous API activitP x Input for customer-facing teams to know who is using our API
20. What’s next? 3' What is the API about2 ' Could it solve my problems2 ' Can I trust this API? 3' Is this of use to me? 3' Does it look easy to use2 ' Does it look complete2 ' How much does it cost? 3' Will it meet my needs? 3' Time to “Hello Worlde ' Are the Docs a good experience2 ' Do I have confidence2 –' Is there a community? 3' How does it work? 3' Speed to MV… ' Is the product a good experience2 ' How do I get support2 –' Is it value for money? 3' Can I build a proof of concept? 3' How to keep it running2 ' How do I give feedback2 ' How can I contribute2 –' Will the product grow with me? 3' Can I use it in production? Stage Goals/Needs Questions Discover Evaluate Learn Build Scale Start measuring additional phases of the​ developer journey:​ ù ç Discovery & Evaluation – Website and API Docs activityù ç Learn – Time to "Hello World"ù ç Build - Time from "Hello World” to an active integration​
21. Bringing manufacturing to life Feel free to reach out on LinkedIn: Rainer Loopere