Building ✨Delight ✨ into API
Interactions
Bear Douglas
@beardigsit
DevRel Lead @SlackHQ
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Hi, I’m Bear!
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Do you remember your first Heroku
deploy?
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From web.archive.org, Mar 30, 2010
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What does “delight” get you?
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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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Think about the user journey
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1. Onboarding and setup
2. Daily use
3. When something goes wrong
Key Moments For Delight
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Let’s start with daily use
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Consistency
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OpenAPI Magic
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41 68 8:48 PM – 15 Jul 2014
Ease and speed of use
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Now, let’s talk onboarding
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Controversy - the Fabric installer
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Can you make it one step easier?
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Can you reduce context
switching?
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Delight in failure - really.
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Grace in failure
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The power of suggestion
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Support as DevX
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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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Engage in real dialogue
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Surprise and delight
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Follow up & follow through
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Your team feels delight dividends
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1. Adoption
2. Success rate of integration
3. Customer Satisfaction (CSAT)
4. Willingness to promote (NPS)
5. Retention over time
Quality Affects