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128 -The Great Migration What I Learned Transitioning 1000 Customers To Our New API Infrastructure.


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128 -The Great Migration What I Learned Transitioning 1000 Customers To Our New API Infrastructure.

  1. 1. The Great Migration Session 128 Stewart Glass June 15th 2019
  2. 2. Session Details 2 About Me: ● Software Engineer Grad, Dev for several years. ● Product Manager for ~4 years now. ● Enjoy travel, rock climbing, the outdoors, and resisting the urge to sign up for WoW Classic. Today's Agenda: ● Migration experience setup + recap ● Top lessons learned during the process ● Q&A Sign in for this session if you haven’t already!
  3. 3. “...millions of Monarch Butterflies… travel ~3000 miles…” 3
  4. 4. Our Goals ● Improve customer experience ● Improve engineering experience and velocity ● Limit customer impact/involvement from changes ● Get it done → All traffic migrated to new APIs Our Migration: Background Legacy API ● Startup Mode... 2004 ● Monolithic ● Our own data centers 4 Service 1 Service 2 Service 3 etc... Service 1 Service 2 Service 3~ Code Changes ~ New APIs ● Function specific ● Modernized + Standardized ● Cloudified
  5. 5. The Dream: ● Milestones by % migrated ● Set dates all met ● We can go home by christmas Timeline Our Migration: Quick Recap 5 0% The Reality: ● “You never contacted me” ● “Can I have another extension” ● “We don’t know where the traffic is coming from” ● “This feature is slightly different, can I go back until it’s the same?” ● Code changes!? 100% * Dramatization: No explosions occurred during this migration
  6. 6. 6 Customer Experience Finishing the Migration The Migration Balancing Act
  7. 7. Lesson #1: Lead with Data 7 Distinct Customer Count
  8. 8. Lesson #2: Missing Data Hurts Customer 1: “We don’t know where the traffic is coming from, can you help find it?” 8 Customer 2: “I thought we had finished moving everything but turns out there was something we didn’t take into account” My traffic coming from?
  9. 9. Lesson #3: Understand Feature Use Take this as an opportunity to understand your product and customers 9 Feature 1 Feature 2 Feature 3 Feature 4 Existing Solution Apply Usage Data Apply Feedback Data New Solution Feature 1 Feature 2 Feature 3
  10. 10. Set high level goals that you want the plan to adhere to but then within those… ● Be open to change, learn from people in different roles ● Be receptive to customer feedback, empathize, adjust accordingly. Lesson #4: Evolve your Plan… to a Point 10
  11. 11. Aside: What Goes into a Plan? Milestones (with dates + ownership) Solutions for Common Problems Roadmap for missing features Transparency 11 Create engineering and CS tools for managing account access. Document common use cases/how to use tools. Create and share source of truth on buckets of customers to be shut down on what days. Communicate widely internally. Follow up specifically with the AMs and CS about the first planned bucket to EOL. Provide FAQ + comm templates. Contact customers! Shutdown access to legacy services for bucket #1 Deliver required feature for allowing future bucket to migrate.
  12. 12. Lesson #5: Over Communicate Internally 12 Over communicate, address concerns ● Build a cross-department team ● Build internal facing docs and tools ● Build communication into the plan ● Recognize achievements and contributions
  13. 13. Lesson #6: Over Communicate Externally 13 ● Lean on your cross-department team ● Only contact affected customers ● Use the appropriate tone, be exact ● Follow up, get confirmation ● Offer guidance and support ● Translate as required There’s also opportunity here to engage with customers
  14. 14. Get Started, build momentum ● Overcome the fear of such a big project, get going! ● Be ambitious! Learn early, react fast ● How do your new services actually handle production traffic? ● Are the features working as expected? ● Are customers getting the information they need? How about other departments internally? Drive energy, excitement by showing progress ● Publicize progress and make it a big deal! ● Publicly recognize the people helping you, it’s a team effort! Lesson #7: Start Migrating ASAP 14
  15. 15. Lesson #8: Have a “Sunset Policy” Plan for API versioning Manage Expectations Clearly document and communicate 15
  16. 16. Lesson #9: Farm Carrots 16 Drive momentum and energy ● Does the newer service do the job better? ● Are there new features on launch? ● Does the new service allow you to build new features? ● How will this help customers or internal stakeholders? ● Use the stick if you have to in order to meet goals/milestones
  17. 17. Q&A Thank you! The Great Migration Session 128 Stewart Glass June 15th 2019