I'm curious now that you're kind of on your second go around with this. I've really taken in what feels weird to maybe say at first a very like customer service approach to kind of thinking about how we do developer experience. So it was actually Jasmine James on one of your previous podcast episodes talked about, it was the Disney book about their own kind of customer service ethos. It's like, oh, yeah, these are great kind of one to one comparisons.
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