Bulletproofing your APIs: Why users' feedback matters

Are you truly listening to your users? Are you consistently translating their feedback into tangible improvements for your API program? We know how the story goes: no matter how determined you are to build a customer-centric product, at the end of the day, the tight deadlines and shifting product roadmap priorities can get in the way between you and your users. If you are still struggling to define an effective strategy to translate your users’ feedback into an awesome DX, we are here to tell you that you are not alone. And that there is hope.

Having provided APIs to large businesses for over two decades, last year we underwent a transformation to launch our open API program, and we learned a thing or two about DX. In this talk, I’ll share the tactics we have implemented to integrate developers’ feedback into our product, and some major missteps we have made along the way. From user interviews and usability tests, to launching a beta testers community and defining a methodology to get feedback at hackathons, we have tried them all. By sharing best practices and lessons learned from the trenches, I hope to inspire other API enthusiasts to explore new ways to place DX at the core of their products.

Transcript

1. 1 Bulletproofing your APIs: Why users’ feedback matters Maria Garcia Luengo API the Docs Amsterdam 10 October 2019 </>
2. Ease of use is the #1 reason for API consumers to choose an API <5% consider “uniqueness” an important factor (The State of API 2019, Smartbear)
3. Developer Experience (DX): Is your API well designed, documented & supported?
4. Maria Garcia Luengo Innovation Strategist & Program Manager Building the future of travel!
5. “Design is not what it looks like or feels like. Design is how it works” - Steve Jobs -
6. 6 Power of users’ feedback: 1. Find blind spots
7. 7 Power of users’ feedback: 1. Find blind spots 2. Product roadmap
8. 8 Power of users’ feedback: 1. Find blind spots 2. Product roadmap 3. Validate business
9. Power of users’ feedback: 1. Find blind spots 2. Product roadmap 3. Validate business 4. Build a community
10. API Journey < / > User interviews Concept Design Build Manage
11. User interviews Uncover needs and frustrations • Target customers • Scripted • Open questions – ask “why?” • Online or offline • Short (<30 min)
12. API Journey Concept Design Build Manage < / > Usability test Card sorting Experts
13. 1 x 10 x 100 x Design Development Release Prototyping: fixing bugs early reduces costs Source: Forbes Stage of product lifecycle Cost to fix bug
14. Usability test Observe how they use your APIs 1. Define scope + tasks 2. 5 testers = 85% of issues found 3. Think aloud + share screen + webcam 4. Observe, listen, record 5. Incentives (e.g. vouchers)
15. Lessons learned: your documentation must be easy to find, easy to use After usability test: 1. Reduced # of clicks 2. Select languages + SDKS 3. Copy code to clipboard ... and much more traffic!
16. Lessons learned: faster first API call After usability test: Shoot the APIs from the platform, before writing a single line of code Try it out!
17. Index cards (taxonomies) What does “OPEN API” mean to you?
18. Index cards (taxonomies) What does “OPEN API” mean to you? Spec Public Self- service Free of charge Instant access
19. 19 Ask around & find experts 1. Colleagues 2. API Governance 3. External experts
20. API Journey < / > Beta testing Concept Design Build Manage
21. Beta testing Your moment of truth • Production-ready apps • In-depth review • Inconsistencies, performance issues • Limited audience (can be external + internal) & time range
22. API Journey < / > Survey Metrics Plug-in Support Concept Design Build Manage
23. 75% of API users would report API performance / quality issues (The State of API 2019, Smartbear) Open support channels
24. Lessons learned: be fully transparent After support feedback: APIs data collections (test environment)
25. Lessons learned: simplify the onboarding After support feedback: guide users through each step of the journey
26. API Journey < / > Hackathon Concept Design Build Manage
27. 27 Hackathons: Developers on steroids!
28. Master the feedback you must Hackathons Unleash the power of your APIs 1. Direct observation 2. Support questions 3. Bug Hunter game 4. Team interviews 5. Surveys 6. Metrics 7. Follow-ups
29. API Journey < / > Usability test Card sorting Experts Beta testing Hackathon Survey Metrics Plug-in Support User interviews Concept Design Build Manage
30. 30 “Your customers are your compass. Listen to their frustrations, and they’ll guide you to your next amazing feature ” - Stephanie Briones, Zapier -
31. Thank you! Thank you! developers.amadeus.com