This document discusses the importance of gathering user feedback throughout the API development process. It recommends conducting user interviews early on to understand needs and frustrations. It also suggests usability testing the API prototype to observe how users interact with it and identify issues. Throughout the development stages of concept, design, build, and manage, gathering feedback through methods like card sorting, beta testing, hackathons, surveys, and support channels can help validate the business, refine the product roadmap, and build a strong developer community. The overall message is that listening to users will help uncover blind spots and guide the API design in a positive direction.

1. 1
Bulletproofing your APIs:
Why users’
feedback matters
Maria Garcia Luengo
API the Docs Amsterdam
10 October 2019
</>

2. Ease of use
is the #1 reason
for API consumers
to choose an API
<5% consider
“uniqueness” an
important factor
(The State of API 2019, Smartbear)

3. Developer
Experience (DX):
Is your API well
designed,
documented
& supported?

4. Maria Garcia Luengo
Innovation Strategist &
Program Manager
Building the
future of travel!

5. “Design is not
what it looks
like or feels like.
Design is how
it works”
- Steve Jobs -

6. 6
Power of
users’ feedback:
1. Find blind spots

7. 7
Power of
users’ feedback:
1. Find blind spots
2. Product roadmap

8. 8
Power of
users’ feedback:
1. Find blind spots
2. Product roadmap
3. Validate business

9. Power of
users’ feedback:
1. Find blind spots
2. Product roadmap
3. Validate business
4. Build a community

10. API Journey
< / >
User
interviews
Concept
Design
Build
Manage

11. User interviews
Uncover needs and frustrations
• Target customers
• Scripted
• Open questions – ask “why?”
• Online or offline
• Short (<30 min)

12. API Journey
Concept
Design
Build
Manage
< / >
Usability test
Card sorting
Experts

13. 1 x
10 x
100 x
Design Development Release
Prototyping:
fixing bugs early reduces costs
Source: Forbes
Stage of product lifecycle
Cost to
fix bug

14. Usability test
Observe how they use your APIs
1. Define scope + tasks
2. 5 testers = 85% of issues found
3. Think aloud + share screen + webcam
4. Observe, listen, record
5. Incentives (e.g. vouchers)

15. Lessons learned: your documentation must be
easy to find, easy to use
After usability test:
1. Reduced # of clicks
2. Select languages + SDKS
3. Copy code to clipboard
... and much more traffic!

16. Lessons learned: faster first API call
After usability test:
Shoot the APIs from the platform, before writing a single line of code
Try it out!

17. Index cards (taxonomies)
What does “OPEN API” mean to you?

18. Index cards (taxonomies)
What does “OPEN API” mean to you?
Spec Public
Self-
service
Free of
charge
Instant
access

19. 19
Ask around
& find experts
1. Colleagues
2. API Governance
3. External experts

20. API Journey
< / >
Beta testing
Concept
Design
Build
Manage

21. Beta testing
Your moment of truth
• Production-ready apps
• In-depth review
• Inconsistencies, performance issues
• Limited audience (can be external +
internal) & time range

22. API Journey
< / >
Survey
Metrics
Plug-in
Support
Concept
Design
Build
Manage

23. 75% of API users
would report API
performance /
quality issues
(The State of API 2019, Smartbear)
Open support
channels

24. Lessons learned: be fully transparent
After support feedback: APIs data collections (test environment)

25. Lessons learned: simplify the onboarding
After support feedback: guide users through each step of the journey

26. API Journey
< / >
Hackathon
Concept
Design
Build
Manage

27. 27
Hackathons:
Developers
on steroids!

28. Master the feedback
you must
Hackathons
Unleash the power of your APIs
1. Direct observation
2. Support questions
3. Bug Hunter game
4. Team interviews
5. Surveys
6. Metrics
7. Follow-ups

29. API Journey
< / >
Usability test
Card sorting
Experts
Beta testing
Hackathon
Survey
Metrics
Plug-in
Support
User
interviews
Concept
Design
Build
Manage

30. 30
“Your
customers are
your compass. Listen to
their frustrations, and
they’ll guide you to your
next amazing feature ”
- Stephanie Briones, Zapier -

31. Thank you!Thank you!
developers.amadeus.com