Post_Con_2018_-_Making_your_API_delightful.pdf

Transcript

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. Consistency
    

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19. OpenAPI Magic
    

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

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21. Now, let’s talk onboarding
    

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22. Controversy - the Fabric installer
    

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23. Can you make it one step easier?
    

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24. Can you make it one step easier?
    

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25. Can you reduce context
    switching?
    

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26. Delight in failure - really.
    

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27. Grace in failure
    

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28. Grace in failure
    

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29. The power of suggestion
    

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30. Support as DevX
    

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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
    

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32. Engage in real dialogue
    

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33. Surprise and delight
    

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34. Follow up & follow through
    

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35. Your team feels delight dividends
    

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36. 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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37. Thanks!
    

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