Jasmine James, Senior Engineering Manager at Twitter, discusses how her team manages support requests, prioritizes based on personas, and presents the ROI. They also explore optimizing workflows, driving developer experience at the VP level, and creating a customer-oriented mindset.
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Quick takeaways
A mature developer experience function should prioritize efforts that impact multiple personas, considering and representing all developer personas within an organization.
A proactive strategy and vision, along with consistent communication of the roadmap and improvements, are key aspects of a mature developer experience team.
Deep dives
Definition of Developer Experience and its Importance
Developer experience refers to the engagement and workflow of developers, how seamless and holistic it feels, and the emotional impact it has. It is crucial for developers to have a positive experience in their daily work to deliver great features. Developer experience has evolved from a focus on quality and DevOps to prioritizing speed, sentiment, and metrics tied to it.
Ideal Structure for Developer Experience Team
The ideal position for a developer experience team is to be closely aligned with the teams that own the tools enabling that experience. This enables a direct feedback loop to quickly address issues and improve the experience. Moreover, developer experience needs representation from a product standpoint to understand and continuously improve the customer feedback loop. This alignment ensures consistent improvement in the developer experience.
Measuring and Maturing Developer Experience
A mature developer experience function is characterized by a proactive strategy and vision. It focuses on consistently communicating the roadmap and improvements to customers. Another aspect of maturity is considering and representing all developer personas within an organization, prioritizing efforts that impact multiple personas. To develop a roadmap, gathering data from sources like surveys, tooling instrumentation, and tier one support can provide valuable insights into pain points and priorities.
Twitter’s Developer Experience team is more mature than most. Here, Jasmine James, a Senior Engineering Manager - Developer Experience, explains how her team manages support requests, why they consider personas as part of their prioritization, and how they present the ROI of the team’s work.
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