Engineering Enablement by DX A customer service approach to improving DevEx | Jason Kennedy (One Medical)
6 snips
Jul 12, 2023 AI Snips
Chapters
Transcript
Episode notes
Customer Service Approach
- Approach developer experience with a customer service mindset, emphasizing empathy and understanding developers' needs.
- Consider reading "Be Our Guest" by the Disney Institute for inspiration on creating magical customer experiences.
DORA Metrics
- Kennedy cautions against over-reliance on DORA metrics, as they can lose signal and become noisy over time.
- He suggests focusing on qualitative feedback like surveys and sentiment analysis to understand developer experience.
Ownership Challenges
- Ownership of services and code can be a challenge in fast-moving organizations, leading to increased cognitive load for engineers.
- Clear ownership is crucial for maintaining services and resolving issues efficiently.