What Can UX Designers Teach Us About Being Better Devops Practitioners?

Transcript

1. View Slide

2. View Slide

3. View Slide

4. View Slide

5. What Can UX Designers Teach Us
   About Being Better Devops
   Practitioners?
   Jonathan Maltz - June 11th, 2020
   

   View Slide

6. 6
   Agenda
   Culture
   Process
   Tools
   

   View Slide

7. 7
   Agenda
   Culture
   Tools
   

   View Slide

8. Culture
   

   View Slide

9. Build a culture of talking
   to users
   

   View Slide

10. View Slide

11. 11
    

    View Slide

12. Infrastructure teams build
    products.
    

    View Slide

13. 13
    What Are Your Products?
    Jenkins
    Kubernetes
    Pagerduty
    Splunk
    

    View Slide

14. 14
    Jenkins
    Kubernetes
    Pagerduty
    Splunk
    A product to help users reliably run CI jobs
    What Are Your Products?
    

    View Slide

15. 15
    Jenkins
    Kubernetes
    Pagerduty
    Splunk
    A product to help users reliably run CI jobs
    A product to help users deploy + scale applications
    What Are Your Products?
    

    View Slide

16. 16
    Jenkins
    Kubernetes
    Pagerduty
    Splunk
    A product to help users reliably run CI jobs
    A product to help users deploy + scale applications
    A product to help users respond to incidents
    What Are Your Products?
    

    View Slide

17. 17
    Jenkins
    Kubernetes
    Pagerduty
    Splunk
    A product to help users reliably run CI jobs
    A product to help users deploy + scale applications
    A product to help users respond to incidents
    A product to help users debug failures in their system
    What Are Your Products?
    

    View Slide

18. 18
    Who are your users?
    

    View Slide

19. 19
    Who are your users?
    Name: Just-Get-It-Done Jonathan
    Role: Software engineer
    Background:
    - Previously worked as a mobile engineer
    - Now building services for risk operators at
    Stripe
    - Occasionally goes to devops conferences
    Goals:
    - Get his services deployed easily
    - Help his team effectively use infra tools
    

    View Slide

20. 20
    These products have interfaces
    apiVersion: apps/v1
    kind: Deployment
    metadata:
    name: nginx-deployment
    spec:
    selector:
    matchLabels:
    app: nginx
    replicas: 2
    template:
    metadata:
    labels:
    app: nginx
    spec:
    containers:
    - name: nginx
    image: nginx:1.14.2
    ports:
    - containerPort: 80
    

    View Slide

21. 21
    These products have interfaces
    apiVersion: apps/v1
    kind: Deployment
    metadata:
    name: nginx-deployment
    spec:
    selector:
    matchLabels:
    app: nginx
    replicas: 2
    template:
    metadata:
    labels:
    app: nginx
    spec:
    containers:
    - name: nginx
    image: nginx:1.14.2
    ports:
    - containerPort: 80
    kubectl apply service.yaml
    

    View Slide

22. 22
    These products have interfaces
    service_image: stripe/test-service
    instance_size: r2.xlarge
    min_instances: 1
    max_instances: 100
    

    View Slide

23. 23
    These products have interfaces
    service_image: stripe/test-service
    instance_size: r2.xlarge
    min_instances: 1
    max_instances: 100
    

    View Slide

24. Your users are all around
    you.
    

    View Slide

25. Your users are all around
    you. Talk to them
    

    View Slide

26. View Slide

27. 27
    How to Talk to Users
    Find users
    Ask them questions
    Synthesize to make changes
    Repeat
    

    View Slide

28. 28
    How to Talk to Users
    Find users
    Ask them questions
    Synthesize to make changes
    Repeat
    

    View Slide

29. Get diversity
    

    View Slide

30. Get diversity of role
    

    View Slide

31. Get diversity of experience
    

    View Slide

32. Get diversity of background
    

    View Slide

33. 33
    How to Talk to Users
    Find users
    Ask them questions
    Synthesize to make changes
    Repeat
    

    View Slide

34. Ask open ended questions
    

    View Slide

35. “Do you like using Jenkins
    for testing services?”
    

    View Slide

36. “Do you like using Jenkins
    for testing services?”
    

    View Slide

37. “Can you talk to me about
    how you interacted with
    Jenkins on your last PR?”
    

    View Slide

38. “Can you talk to me about
    how you interacted with
    Jenkins on your last PR?” ✅
    

    View Slide

39. Users
    

    View Slide

40. They are not
    

    View Slide

41. They are not wrong
    

    View Slide

42. 42
    How to Talk to Users
    Find users
    Ask them questions
    Synthesize to make changes
    Repeat
    

    View Slide

43. “I’m not really sure what that
    does. Whenever I have a CI
    failure I have to spend 3
    minutes clicking around to
    find the stack trace ”
    

    View Slide

44. “I’m not sure which buttons I
    can safely click here”
    

    View Slide

45. “I often keep a few branches
    running because CI takes a
    long time.”
    

    View Slide

46. Themes
    46
    

    View Slide

47. Themes
    Speed of results
    1
    47
    

    View Slide

48. Themes
    Speed of results
    Simple error reporting
    1
    2
    48
    

    View Slide

49. Themes
    Speed of results
    Simple error reporting
    Ability to dig in as required
    1
    2
    49
    3
    

    View Slide

50. View Slide

51. View Slide

52. View Slide

53. View Slide

54. 54
    How to Talk to Users
    Find users
    Ask them questions
    Synthesize to make changes
    Repeat
    

    View Slide

55. View Slide

56. View Slide

57. Interview to
    understand
    needs
    

    View Slide

58. Interview to
    understand
    needs
    Decide on
    approaches
    

    View Slide

59. Interview to
    understand
    needs
    Decide on
    approaches
    Create
    lightweight
    mock-ups
    

    View Slide

60. Interview to
    understand
    needs
    Decide on
    approaches
    Create
    lightweight
    mock-ups
    

    View Slide

61. Interview to
    understand
    needs
    Decide on
    approaches
    Create
    lightweight
    mock-ups
    Decide on
    final
    approach
    

    View Slide

62. Interview to
    understand
    needs
    Decide on
    approaches
    Create
    lightweight
    mock-ups
    Decide on
    final
    approach
    Bug bash
    

    View Slide

63. Tools
    

    View Slide

64. View Slide

65. 65
    Major Principles
    Similarity Principle
    Proximity Principle
    Past Experience Principle
    Common Region
    

    View Slide

66. 66
    Major Principles
    Similarity Principle
    Proximity Principle
    Past Experience Principle
    Common Region
    

    View Slide

67. 67
    Similarity Principle
    

    View Slide

68. 68
    Similarity Principle - In Practice
    Load Balancer
    Web
    Application
    Queue Workers
    Data
    Warehouse
    MySQL
    Queue
    Consumers
    

    View Slide

69. 69
    Similarity Principle - In Practice
    Load Balancer
    Web
    Application
    Queue Workers
    Data
    Warehouse
    MySQL
    Queue
    Consumers
    

    View Slide

70. 70
    Similarity Principle - In Practice
    Load Balancer
    Web
    Application
    Queue
    Consumers
    Data
    Warehouse
    MySQL
    Queue
    Workers
    

    View Slide

71. 71
    Similarity Principle - In Practice
    Load Balancer
    Web
    Application
    Queue
    Consumers
    Data
    Warehouse
    MySQL
    Queue
    Workers
    

    View Slide

72. 72
    Major Principles
    Similarity Principle
    Proximity Principle
    Past Experience Principle
    Common Region
    

    View Slide

73. 73
    Proximity Principle
    

    View Slide

74. Queue worker
    throughput
    Overall error rate
    P99 response times
    74
    Proximity Principle - In Practice
    P99 response times
    Overall error rate
    Queue worker
    throughput
    Queue Size
    Underreplicated
    partitions
    Frontend error rate
    P50 response times
    Checkout fulfillment
    error rate
    P95 response times
    

    View Slide

75. 75
    Proximity Principle - In Practice
    P99 response times
    Overall error rate
    Queue worker
    throughput
    Queue Size
    Underreplicated
    partitions
    Frontend error rate
    P95 response times P50 response times
    Checkout fulfillment
    error rate
    

    View Slide

76. 76
    Past Experience Principle
    Similarity Principle
    Proximity Principle
    Past Experience Principle
    Common Region
    

    View Slide

77. 77
    Past Experiences Principle
    

    View Slide

78. 78
    Past Experience Principle - In Practice
    Are you sure you want to delete this graph?
    Yes
    No
    

    View Slide

79. 79
    Past Experience Principle - In Practice
    Are you sure you want to delete this graph?
    Yes
    No
    

    View Slide

80. 80
    Past Experience Principle - In Practice
    Are you sure you want to turn off this this
    cluster?
    Yes
    No
    

    View Slide

81. 81
    Past Experience Principle
    Similarity Principle
    Proximity Principle
    Past Experience Principle
    Common Region
    

    View Slide

82. 82
    Common Region
    

    View Slide

83. 83
    Common Region
    

    View Slide

84. 84
    Common Region
    

    View Slide

85. 85
    Common Region - In Practice
    Your Deployments
    ● Deployment #1: aaaaaa
    ● Deployment #2: bbbbb
    ● Deployment #3: cccccc
    All Deployments
    ● Deployment #10: 123456
    ● Deployment #22: 987654
    ● Deployment #33: 024689
    

    View Slide

86. 86
    Common Region - In Practice
    Your Deployments
    ● Deployment #1: aaaaaa
    ● Deployment #2: bbbbb
    ● Deployment #3: cccccc
    All Deployments
    ● Deployment #10: 123456
    ● Deployment #22: 987654
    ● Deployment #33: 024689
    

    View Slide

87. 87
    Common Region - In Practice
    Your Deployments
    ● Deployment #1: aaaaaa
    ● Deployment #2: bbbbb
    ● Deployment #3: cccccc
    All Deployments
    ● Deployment #10: 123456
    ● Deployment #22: 987654
    ● Deployment #33: 024689
    

    View Slide

88. Design Systems
    

    View Slide

89. 89
    Design Systems
    

    View Slide

90. Task: Build a tool to know if a service
    is healthy and create an incident if it’s
    not.
    

    View Slide

91. 91
    What makes the service healthy?
    Responding reasonably quickly
    Users are seeing an acceptable level of errors
    Data is flowing to the data warehouse
    

    View Slide

92. Response times (p99)
    Response times (p95)
    Error Rates
    Checkout Errors
    Redshift Exporter Duration
    Redshift Delay (seconds)
    Create Incident
    

    View Slide

93. Response times (p99)
    Response times (p95)
    Error Rates
    Checkout Errors
    Redshift Exporter Duration
    Redshift Delay (seconds)
    Create Incident
    Open
    Open Open Open
    Open Open
    

    View Slide

94. Response times (p99)
    Response times (p95)
    Error Rates
    Checkout Errors
    Redshift Exporter Duration
    Redshift Delay (seconds)
    Create Incident
    Open
    Open Open Open
    Open Open
    

    View Slide

95. Response Latency
    Response times (p99)
    Error Rates
    Total Errors
    Redshift Connector
    Redshift Delay (seconds)
    Create Incident
    Healthy Healthy Unhealthy
    Open Open Open
    

    View Slide

96. Response Latency
    Response times (p99)
    Error Rates
    Total Errors
    Redshift Connector
    Redshift Delay (seconds)
    Create Incident
    Healthy Healthy Unhealthy
    Open Open Open
    

    View Slide

97. Response Latency
    Response times (p99)
    Error Rates
    Total Errors
    Redshift Connector
    Redshift Delay (seconds)
    Create Incident
    
    Open Open Open
    

    View Slide

98. Response Latency
    Response times (p99)
    Error Rates
    Total Errors
    Redshift Connector
    Redshift Delay (seconds)
    Create Incident
    
    Open Open Open
    

    View Slide

99. Response Latency
    Response times (p99)
    Error Rates
    Total Errors
    Redshift Connector
    Redshift Delay (seconds)
    Create Incident
    
    Open Open Open
    

    View Slide

100. Summary
     

     View Slide

101. Three Takeaways
     101
     

     View Slide

102. Three Takeaways
     You’re building products. Your users are your colleagues
     1
     102
     

     View Slide

103. Three Takeaways
     You’re building products. Your users are your colleagues
     Involve your users in open-ended conversations
     1
     2
     103
     

     View Slide

104. Three Takeaways
     You’re building products. Your customers are your colleagues
     Involve your customers in open-ended conversations
     You don’t need a design degree to make usable tools
     1
     2
     104
     3
     

     View Slide

105. 105
     

     View Slide

106. Jonathan Maltz - @maltzj
     

     View Slide

107. Resources
     Product for Internal teams: https://medium.com/@skamille/product-for-internal-platforms-9205c3a08142
     Fundamentals of Design: How to Think Like A Designer
     https://www.skillshare.com/classes/Fundamentals-of-Design-How-to-Think-Like-a-Designer/1986357063
     Don’t Make Me Think: http://sensible.com/dmmt.html
     Rocket Surgery Made Easy: http://sensible.com/rsme.html
     Bootstrap: https://getbootstrap.com/
     Ant.Design: https://ant.design/
     Design Sprints: https://www.gv.com/sprint/
     107
     

     View Slide

108. 108
     

     View Slide