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Post_Con_2018_-_Making_your_API_delightful.pdf

beardouglas
June 07, 2018
0
18

 Post_Con_2018_-_Making_your_API_delightful.pdf

beardouglas

June 07, 2018
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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!