What Can UX Designers Teach Us About Being Better Devops Practitioners?

Slide 1

Slide 1 text

No content

Slide 2

Slide 2 text

No content

Slide 3

Slide 3 text

No content

Slide 4

Slide 4 text

No content

Slide 5

Slide 5 text

What Can UX Designers Teach Us About Being Better Devops Practitioners? Jonathan Maltz - June 11th, 2020

Slide 6

Slide 6 text

6 Agenda Culture Process Tools

Slide 7

Slide 7 text

7 Agenda Culture Tools

Slide 8

Slide 8 text

Culture

Slide 9

Slide 9 text

Build a culture of talking to users

Slide 10

Slide 10 text

No content

Slide 11

Slide 11 text

Slide 12

Slide 12 text

Infrastructure teams build products.

Slide 13

Slide 13 text

13 What Are Your Products? Jenkins Kubernetes Pagerduty Splunk

Slide 14

Slide 14 text

14 Jenkins Kubernetes Pagerduty Splunk A product to help users reliably run CI jobs What Are Your Products?

Slide 15

Slide 15 text

15 Jenkins Kubernetes Pagerduty Splunk A product to help users reliably run CI jobs A product to help users deploy + scale applications What Are Your Products?

Slide 16

Slide 16 text

16 Jenkins Kubernetes Pagerduty Splunk A product to help users reliably run CI jobs A product to help users deploy + scale applications A product to help users respond to incidents What Are Your Products?

Slide 17

Slide 17 text

17 Jenkins Kubernetes Pagerduty Splunk A product to help users reliably run CI jobs A product to help users deploy + scale applications A product to help users respond to incidents A product to help users debug failures in their system What Are Your Products?

Slide 18

Slide 18 text

18 Who are your users?

Slide 19

Slide 19 text

19 Who are your users? Name: Just-Get-It-Done Jonathan Role: Software engineer Background: - Previously worked as a mobile engineer - Now building services for risk operators at Stripe - Occasionally goes to devops conferences Goals: - Get his services deployed easily - Help his team eﬀectively use infra tools

Slide 20

Slide 20 text

20 These products have interfaces apiVersion: apps/v1 kind: Deployment metadata: name: nginx-deployment spec: selector: matchLabels: app: nginx replicas: 2 template: metadata: labels: app: nginx spec: containers: - name: nginx image: nginx:1.14.2 ports: - containerPort: 80

Slide 21

Slide 21 text

21 These products have interfaces apiVersion: apps/v1 kind: Deployment metadata: name: nginx-deployment spec: selector: matchLabels: app: nginx replicas: 2 template: metadata: labels: app: nginx spec: containers: - name: nginx image: nginx:1.14.2 ports: - containerPort: 80 kubectl apply service.yaml

Slide 22

Slide 22 text

22 These products have interfaces service_image: stripe/test-service instance_size: r2.xlarge min_instances: 1 max_instances: 100

Slide 23

Slide 23 text

23 These products have interfaces service_image: stripe/test-service instance_size: r2.xlarge min_instances: 1 max_instances: 100

Slide 24

Slide 24 text

Your users are all around you.

Slide 25

Slide 25 text

Your users are all around you. Talk to them

Slide 26

Slide 26 text

No content

Slide 27

Slide 27 text

27 How to Talk to Users Find users Ask them questions Synthesize to make changes Repeat

Slide 28

Slide 28 text

28 How to Talk to Users Find users Ask them questions Synthesize to make changes Repeat

Slide 29

Slide 29 text

Get diversity

Slide 30

Slide 30 text

Get diversity of role

Slide 31

Slide 31 text

Get diversity of experience

Slide 32

Slide 32 text

Get diversity of background

Slide 33

Slide 33 text

33 How to Talk to Users Find users Ask them questions Synthesize to make changes Repeat

Slide 34

Slide 34 text

Ask open ended questions

Slide 35

Slide 35 text

“Do you like using Jenkins for testing services?”

Slide 36

Slide 36 text

“Do you like using Jenkins for testing services?”

Slide 37

Slide 37 text

“Can you talk to me about how you interacted with Jenkins on your last PR?”

Slide 38

Slide 38 text

“Can you talk to me about how you interacted with Jenkins on your last PR?” ✅

Slide 39

Slide 39 text

Users

Slide 40

Slide 40 text

They are not

Slide 41

Slide 41 text

They are not wrong

Slide 42

Slide 42 text

42 How to Talk to Users Find users Ask them questions Synthesize to make changes Repeat

Slide 43

Slide 43 text

“I’m not really sure what that does. Whenever I have a CI failure I have to spend 3 minutes clicking around to ﬁnd the stack trace ”

Slide 44

Slide 44 text

“I’m not sure which buttons I can safely click here”

Slide 45

Slide 45 text

“I often keep a few branches running because CI takes a long time.”

Slide 46

Slide 46 text

Themes 46

Slide 47

Slide 47 text

Themes Speed of results 1 47

Slide 48

Slide 48 text

Themes Speed of results Simple error reporting 1 2 48

Slide 49

Slide 49 text

Themes Speed of results Simple error reporting Ability to dig in as required 1 2 49 3

Slide 50

Slide 50 text

No content

Slide 51

Slide 51 text

No content

Slide 52

Slide 52 text

No content

Slide 53

Slide 53 text

No content

Slide 54

Slide 54 text

54 How to Talk to Users Find users Ask them questions Synthesize to make changes Repeat

Slide 55

Slide 55 text

No content

Slide 56

Slide 56 text

No content

Slide 57

Slide 57 text

Interview to understand needs

Slide 58

Slide 58 text

Interview to understand needs Decide on approaches

Slide 59

Slide 59 text

Interview to understand needs Decide on approaches Create lightweight mock-ups

Slide 60

Slide 60 text

Interview to understand needs Decide on approaches Create lightweight mock-ups

Slide 61

Slide 61 text

Interview to understand needs Decide on approaches Create lightweight mock-ups Decide on ﬁnal approach

Slide 62

Slide 62 text

Interview to understand needs Decide on approaches Create lightweight mock-ups Decide on ﬁnal approach Bug bash

Slide 63

Slide 63 text

Tools

Slide 64

Slide 64 text

No content

Slide 65

Slide 65 text

65 Major Principles Similarity Principle Proximity Principle Past Experience Principle Common Region

Slide 66

Slide 66 text

66 Major Principles Similarity Principle Proximity Principle Past Experience Principle Common Region

Slide 67

Slide 67 text

67 Similarity Principle

Slide 68

Slide 68 text

68 Similarity Principle - In Practice Load Balancer Web Application Queue Workers Data Warehouse MySQL Queue Consumers

Slide 69

Slide 69 text

69 Similarity Principle - In Practice Load Balancer Web Application Queue Workers Data Warehouse MySQL Queue Consumers

Slide 70

Slide 70 text

70 Similarity Principle - In Practice Load Balancer Web Application Queue Consumers Data Warehouse MySQL Queue Workers

Slide 71

Slide 71 text

71 Similarity Principle - In Practice Load Balancer Web Application Queue Consumers Data Warehouse MySQL Queue Workers

Slide 72

Slide 72 text

72 Major Principles Similarity Principle Proximity Principle Past Experience Principle Common Region

Slide 73

Slide 73 text

73 Proximity Principle

Slide 74

Slide 74 text

Queue worker throughput Overall error rate P99 response times 74 Proximity Principle - In Practice P99 response times Overall error rate Queue worker throughput Queue Size Underreplicated partitions Frontend error rate P50 response times Checkout fulfillment error rate P95 response times

Slide 75

Slide 75 text

75 Proximity Principle - In Practice P99 response times Overall error rate Queue worker throughput Queue Size Underreplicated partitions Frontend error rate P95 response times P50 response times Checkout fulfillment error rate

Slide 76

Slide 76 text

76 Past Experience Principle Similarity Principle Proximity Principle Past Experience Principle Common Region

Slide 77

Slide 77 text

77 Past Experiences Principle

Slide 78

Slide 78 text

78 Past Experience Principle - In Practice Are you sure you want to delete this graph? Yes No

Slide 79

Slide 79 text

79 Past Experience Principle - In Practice Are you sure you want to delete this graph? Yes No

Slide 80

Slide 80 text

80 Past Experience Principle - In Practice Are you sure you want to turn oﬀ this this cluster? Yes No

Slide 81

Slide 81 text

81 Past Experience Principle Similarity Principle Proximity Principle Past Experience Principle Common Region

Slide 82

Slide 82 text

82 Common Region

Slide 83

Slide 83 text

83 Common Region

Slide 84

Slide 84 text

84 Common Region

Slide 85

Slide 85 text

85 Common Region - In Practice Your Deployments ● Deployment #1: aaaaaa ● Deployment #2: bbbbb ● Deployment #3: cccccc All Deployments ● Deployment #10: 123456 ● Deployment #22: 987654 ● Deployment #33: 024689

Slide 86

Slide 86 text

86 Common Region - In Practice Your Deployments ● Deployment #1: aaaaaa ● Deployment #2: bbbbb ● Deployment #3: cccccc All Deployments ● Deployment #10: 123456 ● Deployment #22: 987654 ● Deployment #33: 024689

Slide 87

Slide 87 text

87 Common Region - In Practice Your Deployments ● Deployment #1: aaaaaa ● Deployment #2: bbbbb ● Deployment #3: cccccc All Deployments ● Deployment #10: 123456 ● Deployment #22: 987654 ● Deployment #33: 024689

Slide 88

Slide 88 text

Design Systems

Slide 89

Slide 89 text

89 Design Systems

Slide 90

Slide 90 text

Task: Build a tool to know if a service is healthy and create an incident if it’s not.

Slide 91

Slide 91 text

91 What makes the service healthy? Responding reasonably quickly Users are seeing an acceptable level of errors Data is ﬂowing to the data warehouse

Slide 92

Slide 92 text

Response times (p99) Response times (p95) Error Rates Checkout Errors Redshift Exporter Duration Redshift Delay (seconds) Create Incident

Slide 93

Slide 93 text

Response times (p99) Response times (p95) Error Rates Checkout Errors Redshift Exporter Duration Redshift Delay (seconds) Create Incident Open Open Open Open Open Open

Slide 94

Slide 94 text

Response times (p99) Response times (p95) Error Rates Checkout Errors Redshift Exporter Duration Redshift Delay (seconds) Create Incident Open Open Open Open Open Open

Slide 95

Slide 95 text

Response Latency Response times (p99) Error Rates Total Errors Redshift Connector Redshift Delay (seconds) Create Incident Healthy Healthy Unhealthy Open Open Open

Slide 96

Slide 96 text

Response Latency Response times (p99) Error Rates Total Errors Redshift Connector Redshift Delay (seconds) Create Incident Healthy Healthy Unhealthy Open Open Open

Slide 97

Slide 97 text

Response Latency Response times (p99) Error Rates Total Errors Redshift Connector Redshift Delay (seconds) Create Incident Open Open Open

Slide 98

Slide 98 text

Response Latency Response times (p99) Error Rates Total Errors Redshift Connector Redshift Delay (seconds) Create Incident Open Open Open

Slide 99

Slide 99 text

Response Latency Response times (p99) Error Rates Total Errors Redshift Connector Redshift Delay (seconds) Create Incident Open Open Open

Slide 100

Slide 100 text

Summary

Slide 101

Slide 101 text

Three Takeaways 101

Slide 102

Slide 102 text

Three Takeaways You’re building products. Your users are your colleagues 1 102

Slide 103

Slide 103 text

Three Takeaways You’re building products. Your users are your colleagues Involve your users in open-ended conversations 1 2 103

Slide 104

Slide 104 text

Three Takeaways You’re building products. Your customers are your colleagues Involve your customers in open-ended conversations You don’t need a design degree to make usable tools 1 2 104 3

Slide 105

Slide 105 text

105

Slide 106

Slide 106 text

Jonathan Maltz - @maltzj

Slide 107

Slide 107 text

Resources Product for Internal teams: https://medium.com/@skamille/product-for-internal-platforms-9205c3a08142 Fundamentals of Design: How to Think Like A Designer https://www.skillshare.com/classes/Fundamentals-of-Design-How-to-Think-Like-a-Designer/1986357063 Don’t Make Me Think: http://sensible.com/dmmt.html Rocket Surgery Made Easy: http://sensible.com/rsme.html Bootstrap: https://getbootstrap.com/ Ant.Design: https://ant.design/ Design Sprints: https://www.gv.com/sprint/ 107

Slide 108

Slide 108 text

108