Nowadays, every company, and more specifically the ones focused on IT, have a Customer Support Department, but improving the experience for the users consuming the APIs for its applications makes your segment more agile and manageable, and always focused on the company’s scope, that is the reason why, at Sensedia, we have a special customer support team, focused on the Strategic Goals, customers processes, and tools along with the APIs, called The Developer Experience.
What are the attributions of The Developer Experience?
In a nutshell, the DX team is responsible for engaging and improving the API consumption for the customer or application, especially considering a continuous usage of APIs successfully and optimized.
OK, but why?
Usage analysis and Data Extraction Monitoring
In order to identify possible points-of-failures and avoid major impacts on the API caller side, this monitoring allows us to identify the main causes for 4XX errors (client_error) and also the 5XX (server_error) where we find possible internal intermittences, acting upon it results in an API optimization and improving the API user experience. Besides that, with this analysis, we’re able to monitor the Latency (response time), efficiency (API calls results), the Errors tolerance and easiness to use.
Understanding the users, the number of calls and HTTP Status ratio, we have the data to an Error Ratio reduction analysis and better use of API Calls.
Knowing the process and Customer’s rule of business
Understanding the customer allows identifying scenarios that could use some improvement, as an example: in a Marketplace context, it is possible to analyze the JSON’s from the Calls and then keep track of Products registered, optimizing the information and internal standards.
So in case of any situation that stops the 3rd party retailer to upload its products to the marketplace, due to either misinformation or not complying to one of the predefined standards we can proactively act upon, notifying the Integrator (Platform or Hub) to seek the solution, ensuring that the information reaches our Marketplace customer.
Inclusion and Maintenance in the Developers Portal
Every customer needs a guide, so that the application developer who will use the API may guide and offer process documentation and usage rules. It is up to the Developer Experience to analyze whether the available documentation is adequate and meets the needs of developers, thus making the necessary improvements and optimizing the understanding of the flows, in addition to updating information, whenever necessary.
Having a developer portal with all the information you need, the space to communicate with us and a totally up-to-date support for it all makes the integration process much faster, smoother and hassle-free.
And what information is important for an API developer?
– Guide on the API usage;
– Customer tips and rules;
– Sandbox environment (for testing outside the production environment);
– List of available resources and methods, among others.
Owning a channel and analysts who understand the customer’s business and how to use the API make the assistance easier, clearer and more objective.
Being able to validate the tests performed offers the advantage of ensuring that the application that will use the production API is going to meet all mandatory and required processes and be successful. Thus, we will analyze all these steps and, if any divergence is identified, it is possible to perform adjustments before the application goes into production, which may have some impact on both the integrator and the customer.
Production Access Control
Depending on the permissions for API use (public, private or restricted), it is possible to control the use of these applications.
When necessary, we may include/restrict access when the customer requests and track the number of requests allowed per access key. If the client has the API key in private mode, it is up to the Developer Experience to create this key in the production environment, respecting each client’s rules and processes.
I have developed an API. What now?
Consider the cycle that the developer will take to consume this API and what the best experience is like.
Thus, it is important to ensure that all actions mentioned above will be performed, always seeking a continuous improvement, bringing benefits and good actions to the consumption of these APIs.
At the end of the day, what are the pros in having a focus service?
DX acts as a helper in the best API experience and consumption, in a specialized way in business and as per clients’ rules.
One of the main advantages for clients that have this team to support them, in addition to the search for the optimization of the calls via API aiming to assure the success of the application and utilization, is that we are also considered an extension of the client, both in APIs focused issues and in terms of joint analysis of processes and ideas regarding the entire process, being able to assist them whenever necessary.
Learn more about some of the Sensedia cases.