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Post_Con_2018_-_Making_your_API_delightful.pdf

beardouglas
June 07, 2018
22

 Post_Con_2018_-_Making_your_API_delightful.pdf

beardouglas

June 07, 2018
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  1. Building Delight into API
    Interactions
    Bear Douglas
    @beardigsit
    DevRel Lead @SlackHQ

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  2. Hi, I’m Bear!

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  3. Do you remember your first Heroku
    deploy?

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

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  5. What does “delight” get you?

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  6. Quality Affects

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  7. 1. Adoption
    Quality Affects

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

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  9. 1. Adoption
    2. Success rate of integration
    3. Customer Satisfaction (CSAT)
    Quality Affects

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  10. 1. Adoption
    2. Success rate of integration
    3. Customer Satisfaction (CSAT)
    4. Willingness to promote (NPS)
    Quality Affects

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  11. 1. Adoption
    2. Success rate of integration
    3. Customer Satisfaction (CSAT)
    4. Willingness to promote (NPS)
    5. Retention over time
    Quality Affects

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  12. Think about the user journey

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  13. Key Moments For Delight

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  14. 1. Onboarding and setup
    Key Moments For Delight

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

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  16. 1. Onboarding and setup
    2. Daily use
    3. When something goes wrong
    Key Moments For Delight

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  17. Let’s start with daily use

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  18. OpenAPI Magic

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  19. 41 68 8:48 PM – 15 Jul 2014
    Ease and speed of use

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  20. Now, let’s talk onboarding

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  21. Controversy - the Fabric installer

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  22. Can you make it one step easier?

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  23. Can you make it one step easier?

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  24. Can you reduce context
    switching?

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  25. Delight in failure - really.

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  26. Grace in failure

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  27. Grace in failure

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  28. The power of suggestion

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  29. Support as DevX

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  30. 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

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  31. Engage in real dialogue

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  32. Surprise and delight

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  33. Follow up & follow through

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  34. Your team feels delight dividends

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  35. 1. Adoption

    2. Success rate of integration

    3. Customer Satisfaction (CSAT)

    4. Willingness to promote (NPS)

    5. Retention over time
    Quality Affects

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