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Post_Con_2018_-_Making_your_API_delightful.pdf
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beardouglas
June 07, 2018
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Post_Con_2018_-_Making_your_API_delightful.pdf
beardouglas
June 07, 2018
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Transcript
Building Delight into API Interactions Bear Douglas @beardigsit DevRel Lead
@SlackHQ
Hi, I’m Bear!
Do you remember your first Heroku deploy?
From web.archive.org, Mar 30, 2010
What does “delight” get you?
Quality Affects
1. Adoption Quality Affects
1. Adoption 2. Success rate of integration Quality Affects
1. Adoption 2. Success rate of integration 3. Customer Satisfaction
(CSAT) Quality Affects
1. Adoption 2. Success rate of integration 3. Customer Satisfaction
(CSAT) 4. Willingness to promote (NPS) Quality Affects
1. Adoption 2. Success rate of integration 3. Customer Satisfaction
(CSAT) 4. Willingness to promote (NPS) 5. Retention over time Quality Affects
Think about the user journey
Key Moments For Delight
1. Onboarding and setup Key Moments For Delight
1. Onboarding and setup 2. Daily use Key Moments For
Delight
1. Onboarding and setup 2. Daily use 3. When something
goes wrong Key Moments For Delight
Let’s start with daily use
Consistency
OpenAPI Magic
41 68 8:48 PM – 15 Jul 2014 Ease and
speed of use
Now, let’s talk onboarding
Controversy - the Fabric installer
Can you make it one step easier?
Can you make it one step easier?
Can you reduce context switching?
Delight in failure - really.
Grace in failure
Grace in failure
The power of suggestion
Support as DevX
Love coffee? Visit our site to see the full Barista
Bar menu and specials! #LoveCoffee 41 68 8:48 PM – 15 Jul 2014 The Barista Bar @baristabar Voice & tone
Engage in real dialogue
Surprise and delight
Follow up & follow through
Your team feels delight dividends
1. Adoption 2. Success rate of integration 3. Customer Satisfaction
(CSAT) 4. Willingness to promote (NPS) 5. Retention over time Quality Affects
Thanks!