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128 -The Great Migration What I Learned Transitioning 1000 Customers To Our New API Infrastructure.
The Great Migration
● 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.
● Migration experience setup + recap
● Top lessons learned during the process
Sign in for this session if you haven’t already!
“...millions of Monarch
● 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
● Startup Mode... 2004
● Our own data centers
Service 3~ Code Changes ~
● Function speciﬁc
● Modernized + Standardized
● Milestones by % migrated
● Set dates all met
● We can go home by christmas
Our Migration: Quick Recap
● “You never contacted me”
● “Can I have another extension”
● “We don’t know where the trafﬁc is
● “This feature is slightly different, can I go
back until it’s the same?”
● Code changes!?
* Dramatization: No explosions occurred during this migration
The Migration Balancing Act
Lesson #1: Lead with Data
Distinct Customer Count
Lesson #2: Missing Data Hurts
Customer 1: “We don’t know where the trafﬁc is coming from, can you help ﬁnd
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?
Lesson #3: Understand Feature Use
Take this as an opportunity to understand your product and customers
Existing Solution Apply Usage Data Apply Feedback Data New Solution
Set high level goals that you want the plan to
adhere to but then within those…
● Be open to change, learn from people in
● Be receptive to customer feedback,
empathize, adjust accordingly.
Lesson #4: Evolve your Plan… to a Point
Aside: What Goes into a Plan?
Milestones (with dates + ownership)
Solutions for Common Problems
Roadmap for missing features
Create engineering and CS tools for
managing account access.
use cases/how to use
Create and share source of truth on
buckets of customers to be shut down on
Follow up speciﬁcally with the AMs and
CS about the ﬁrst planned bucket to EOL.
Provide FAQ + comm templates. Contact
Shutdown access to
legacy services for
Deliver required feature for allowing future
bucket to migrate.
Lesson #5: Over Communicate Internally
Over communicate, address concerns
● Build a cross-department team
● Build internal facing docs and tools
● Build communication into the plan
● Recognize achievements and
Lesson #6: Over Communicate Externally
● 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
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
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
Lesson #8: Have a “Sunset Policy”
Plan for API versioning
Clearly document and communicate
Lesson #9: Farm Carrots
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
The Great Migration