One of the things that I really enjoyed out of that book was kind of Disney's approach to creating magic to them. That is a sort of inspiring North Star and I feel like the only time I've heard magical experience pertaining to development tools is from like product marketing from the deaf tool. But certainly you hear certainly much more of the opposite is typically the reality for developers. And so yeah, the Dora metrics were awesome. We're like, sweet, let's figure out how to do this, you know, and figure out how we can use GitHub and G-RAD to get it all in the system. It got into lookers so like anybody could take a look at it
This week we’re joined by Jason Kennedy, Senior Engineering Manager of Developer Experience at One Medical. Jason’s team takes a uniquely customer-driven approach to improving the developer experience, and in this episode he describes their philosophy and how it works in practice. Jason explains how they shadow developers, how they run surveys, and more.
Discussion points:
- (1:02) Renaming from Engineering Efficiency to Engineering Experience
- (4:17) How Platform and DevEx teams differ
- (5:38) How One Medical’s approach to customer experience inspires this team’s work
- (7:01) Mapping out the developer journey
- (11:14) Jason’s career transition from VPE to a line manager role
- (14:14) Challenges some companies face with getting buy-in for a DevEx team
- (16:22) Taking a customer service approach to DevEx
- (19:12) Jason’s experience with DORA metrics
- (22:19) Lessons learned about ownership
- (24:18) The “Gemba” practice used at One Medical
- (28:02) How information from the Gemba practice is stored
- (30:59) Using weekly polls to surface pain points
- (34:03) Tracking trends in the poll
- (35:00) Using a quarterly NPS survey for overall sentiment
- (37:08) How sentiment is measured and evaluated
- (41:44) The biggest challenges with surveys
Mentions and links:
Follow Jason on LinkedIn
Listen to the podcast episode with Jasmine James
Book about Disney: Be Our Guest