Building Delight into APIInteractionsBear Douglas@beardigsitDevRel Lead @SlackHQ
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Hi, I’m Bear!
Do you remember your first Herokudeploy?
From web.archive.org, Mar 30, 2010
What does “delight” get you?
Quality Affects
1. AdoptionQuality Affects
1. Adoption2. Success rate of integrationQuality Affects
1. Adoption2. Success rate of integration3. Customer Satisfaction (CSAT)Quality Affects
1. Adoption2. Success rate of integration3. Customer Satisfaction (CSAT)4. Willingness to promote (NPS)Quality Affects
1. Adoption2. Success rate of integration3. Customer Satisfaction (CSAT)4. Willingness to promote (NPS)5. Retention over timeQuality Affects
Think about the user journey
Key Moments For Delight
1. Onboarding and setupKey Moments For Delight
1. Onboarding and setup2. Daily useKey Moments For Delight
1. Onboarding and setup2. Daily use3. When something goes wrongKey Moments For Delight
Let’s start with daily use
Consistency
OpenAPI Magic
41 68 8:48 PM – 15 Jul 2014Ease and speed of use
Now, let’s talk onboarding
Controversy - the Fabric installer
Can you make it one step easier?
Can you reduce contextswitching?
Delight in failure - really.
Grace in failure
The power of suggestion
Support as DevX
Love coffee? Visit our site tosee the full Barista Bar menuand specials! #LoveCoffee41 68 8:48 PM – 15 Jul 2014The Barista Bar@baristabarVoice & tone
Engage in real dialogue
Surprise and delight
Follow up & follow through
Your team feels delight dividends
Thanks!