Post_Con_2018_-_Making_your_API_delightful.pdf

Transcript

1. Building Delight into API Interactions Bear Douglas @beardigsit DevRel Lead

   @SlackHQ

2. Hi, I’m Bear!

3. Do you remember your first Heroku deploy?

4. From web.archive.org, Mar 30, 2010

5. What does “delight” get you?

6. Quality Affects

7. 1. Adoption Quality Affects

8. 1. Adoption 2. Success rate of integration Quality Affects

9. 1. Adoption 2. Success rate of integration 3. Customer Satisfaction

   (CSAT) Quality Affects

10. 1. Adoption 2. Success rate of integration 3. Customer Satisfaction

    (CSAT) 4. Willingness to promote (NPS) Quality Affects

11. 1. Adoption 2. Success rate of integration 3. Customer Satisfaction

    (CSAT) 4. Willingness to promote (NPS) 5. Retention over time Quality Affects

12. Think about the user journey

13. Key Moments For Delight

14. 1. Onboarding and setup Key Moments For Delight

15. 1. Onboarding and setup 2. Daily use Key Moments For

    Delight

16. 1. Onboarding and setup 2. Daily use 3. When something

    goes wrong Key Moments For Delight

17. Let’s start with daily use

18. Consistency

19. OpenAPI Magic

20. 41 68 8:48 PM – 15 Jul 2014 Ease and

    speed of use

21. Now, let’s talk onboarding

22. Controversy - the Fabric installer

23. Can you make it one step easier?

24. Can you make it one step easier?

25. Can you reduce context switching?

26. Delight in failure - really.

27. Grace in failure

28. Grace in failure

29. The power of suggestion

30. Support as DevX

31. 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

32. Engage in real dialogue

33. Surprise and delight

34. Follow up & follow through

35. Your team feels delight dividends

36. 1. Adoption 2. Success rate of integration 3. Customer Satisfaction

    (CSAT) 4. Willingness to promote (NPS) 5. Retention over time Quality Affects

37. Thanks!