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Encouraging and Supporting
Developers who adopt your API
API Strategy, Amsterdam, March 2...
www.nomos-software.comCopyright © Nomoséire Limited 2014 trading as Nomos Software nomossoftware
Banking is evolving – API...
www.nomos-software.comCopyright © Nomoséire Limited 2014 trading as Nomos Software nomossoftware
What does this mean for b...
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Banking Case Study
Help >...
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Poor Responses
Day 1
Deve...
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Poor Responses
Fine grain...
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Poor Testing
http://blog....
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Poor Support
Developers l...
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Poor Support
Slow respons...
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Smart API Support Environ...
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Contextualised Feedback a...
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Best Practices
The best s...
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Smart API Support - Benef...
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Bank
Systems with
APIs
Ba...
David Garry, CTO
david.garry@nomos-software.com
nomossoftware coming soon: apisupport.ionomos-software.com
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API Strategy Slides - Supporting Developers in Adopting APIs

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Slides presented by David Garry (CTO, Nomos Software) at the API Strategy conference in Amsterdam, March 2014 ("APIs in Financial Services" track).

Open banking and APIs provide new mechanisms for delivering mobile and online digital banking services. But IT teams and developers encounter many hurdles in adopting new interfaces and APIs. Developers are key in the online digital services / API value chain. If you create hurdles for developers, you run the risk of alienating them and you block your route to revenue. The slides explain some of the hurdles encountered by developers, and suggest how they can be addressed effectively through providing Smart API Support Environments.

Published in: Technology

API Strategy Slides - Supporting Developers in Adopting APIs

  1. 1. nomossoftware nomos-software.com Encouraging and Supporting Developers who adopt your API API Strategy, Amsterdam, March 2014 David Garry, CTO david.garry@nomos-software.com
  2. 2. www.nomos-software.comCopyright © Nomoséire Limited 2014 trading as Nomos Software nomossoftware Banking is evolving – API explosion • Number of financial services public web APIs deployed in 2012 increased more than 250% year over year - rapidly moving trend. • By 2016 50% of banks in 'The Banker's’ top 1,000 world banks will have launched a public web api platform. Gartner Nov 2013 Digital banking and the Role of APIs, App Stores and Apps. • Telcos will be our future banks http://www.siliconrepublic.com/comms/item/28075-the-telco-banks-of-the-futu • Connectivity and convenience now expected • By 2016 3X devices per person. 21 billion devices on the planet) Innovation outside banks Customer behaviour 21 billion devices What is driving change? José-manuel Benito, http://creativecommons.org/licenses/by-sa/3.0/s, http://commons.wikimedia.org/wiki/File:Human-evolution-man.png
  3. 3. www.nomos-software.comCopyright © Nomoséire Limited 2014 trading as Nomos Software nomossoftware What does this mean for banks? Gartner again: Banks CIOs need to : Create an open banking strategy in 2014 if this has not yet being developed • Launch one to two public web APIs by late 2014 • Launch a customer app store by 2015. APIs, apps and app stores will be central to the way banks deliver digital banking. Open Banking provides the head of retail banking, commercial or investment services with the ability to create new methods of interaction, value and service delivery through API platforms, apps and app stores Banks need an excellent API delivery process
  4. 4. www.nomos-software.comCopyright © Nomoséire Limited 2014 trading as Nomos Software nomossoftware Banking Case Study Help > 10 large European banks roll out new payments interfaces to commercial customers Supporting IT teams in 45 countries Poor responses Poor testing What we encountered Poor support • APIs not designed for easy adoption. Poor error responses causing frequent confusion • APIs and API integrations are poorly tested and unfit for public adoption • API support is poor: documentation in numerous locations, doesn’t match systems, changes frequently. Online support is fragmented, slow and often out of date + What we do Similar issues with many public APIs
  5. 5. www.nomos-software.comCopyright © Nomoséire Limited 2014 trading as Nomos Software nomossoftware Poor Responses Day 1 Developer tinkers for a while - can‘t resolve problem. Step 1 Day 16 Developer tries sending API request. Error identified. Immediate response. Doesn‘t diagnose problem. Developer posts message on internet forum asking for advice. Support team posts reply with some suggestions 13 messages later, 4 issues fixed so far...but still not working. Step 2 Step 3 Step 4 API still not working... For details of developer / support trail messages from Nov 6 to Nov 22 see: https://developer.mastercard.com/portal/pages/viewpage.action?pageId=53248131&focusedCommentId=57704512#comment-57704512 • Poor response codes / messages make it very difficult for API user to interpret why an API Request failed • This message trail is taken from the MasterCard Developer Portal. After 16 days and 13 messages later, the developer still does not know why her request failed
  6. 6. www.nomos-software.comCopyright © Nomoséire Limited 2014 trading as Nomos Software nomossoftware Poor Responses Fine grained control of the response message and response code is invaluable in educating API users Twilio call for verbose error messages Payments gateway ‘limits’ responses Bank rejects 10,000 payments Google API ‘Invalid Value’ response Bank rejected all 10,000 payments requests if the mandate date for one payment was dated in the past Payments Gateway provider limits (i.e. controls) information in the API responses for security reasons https://www.twilio.com/engineering/2014/02/ 05/better-error-messages
  7. 7. www.nomos-software.comCopyright © Nomoséire Limited 2014 trading as Nomos Software nomossoftware Poor Testing http://blog.parasoft.com/bid/119041/Infographic-API-Integrity-How- Buggy-Are-Today-s-APIs APIs and their integrations are badly tested Testing specialist Parasoft, 2013 report SaaS payments testing specialist, XMLdation, identifies issues in 70% of messages from sample of 10,000 www.xmldation.com
  8. 8. www.nomos-software.comCopyright © Nomoséire Limited 2014 trading as Nomos Software nomossoftware Poor Support Developers like support that enables continuous iteration Limitation of Internet Support Forums • Message trails can span days/weeks. Answers not provided in real time. • Level of participation of the community determines the quality of the forum. • Information goes out of date. Need maintenance to remove information that is no longer relevant. Poor documentation, slow responses Two of the reasons why Facebook API won ‘Worst API’ in developer survey http://techcrunch.com/2011/08/11/facebook-wins-worst-api-in- developer-survey
  9. 9. www.nomos-software.comCopyright © Nomoséire Limited 2014 trading as Nomos Software nomossoftware Poor Support Slow response time Multiple sources of documentation Documentation for SEPA payments messaging is spread across 4 documents (ISO20022 / European Payments Council / EBA Clearing / Individual Bank) 12 month response time https://forum.hootsuite.com/hootsuite/topics/google_plus_scheduled_ photo_post_not_working
  10. 10. www.nomos-software.comCopyright © Nomoséire Limited 2014 trading as Nomos Software nomossoftware Smart API Support Environments Resolve these Problems Report meaningful, useful (error) information to API user Smart API Support Environments = Sandboxes that improve the API User Experience Learning thru trial and error Immediate contextual feedback Integrated sandbox and documentation Are actively maintained Indepth testing Features Not ‘static’ API documentation spread across multiple locations Captures support team’s expert knowledge, old and incorrect information is removed, is updated for new releases Supports API user discovers everything about how the API works Covers all error scenarios – simulates responses. No surprises when API user sends requests to real systems.
  11. 11. www.nomos-software.comCopyright © Nomoséire Limited 2014 trading as Nomos Software nomossoftware Contextualised Feedback and Integrated Documentation Pin-point the location in the API request/response where an error is occurring Name the error and link to API documentation, so user can root- cause and understand the problem. Responses are contextualised And linked to documentation
  12. 12. www.nomos-software.comCopyright © Nomoséire Limited 2014 trading as Nomos Software nomossoftware Best Practices The best supported APIs have very good support environments Smart support environments provide a living portal where sandbox and API documentation are merged, so developer can read about, run and test the API 24/7 all in one place
  13. 13. www.nomos-software.comCopyright © Nomoséire Limited 2014 trading as Nomos Software nomossoftware Smart API Support - Benefits Fron Manfred Bortenschlager speaking at Operator API Seminar in Mobile World Congress, Barcelona 2014 http://www.scoop.it/t/api-mag/p/4016630311/2014/02/26/operator-apis- what-developers-think Reduce Support Costs, API owners Faster ‘time to learn’, API users API user ‘retention’
  14. 14. www.nomos-software.comCopyright © Nomoséire Limited 2014 trading as Nomos Software nomossoftware Bank Systems with APIs Bank Systems with APIs DevelopersDevelopers What this means for banks… Developers sit in the value chain between API owners and end customers – block developers and you block revenue Encourage and support developers with Smart API Support Environments Banks and other organisations need an excellent API delivery mechanism as they open up APIs into their systems, and compete for ‘developer’ market share Corporate Treasuries and Retail Customers Corporate Treasuries and Retail Customers Online / Mobile Banking Services Online / Mobile Banking Services =
  15. 15. David Garry, CTO david.garry@nomos-software.com nomossoftware coming soon: apisupport.ionomos-software.com

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