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Building software is complicated. And it gets more so as the scope of the project increases – balancing legacy code and new features, velocity and quality, and a growing volume of user feedback. This means even small UX pain points become big issues. The session will explore how Venmo approaches these trade-offs to build great software while keeping users happy without being "reactionary."
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Scaling Client Engineering
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Scaling building
!! !a story some learnings Q&A!intro
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Feature A Feature B
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Scaling Platform
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The cloud
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Sharding Load Balancing Distributed Computing
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Platform Client
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Scaling building
!! !a story some learnings Q&Aintro
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Making major changes to large products is hard
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…or at least noisy
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I really liked my "favorites" at the bottom. Now it seems I have to search for the few people I pay every day? Am I
missing something?
~Venmo User
Please bring back the recent recipient bar at the bottom of the screen. Most of my payments are to the same five people.
~Another Venmo User
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Did we break, or diminish, a sensible user flow?
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Users want a quicker way to pay their closest friends
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Hypothesis driven development Finding root cause of user feedback -> feed into new features
Not reversions
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Enabling ‘Product Engineers’ to ‘Have their say’
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WHAT IF
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A framework to put things in production, infront of small numbers of users to validate ideas & designs.
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30-40 iterations later..
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Scaling building
!!! another storya story Q&A!some learnings
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Support-Product Tradeoff
< 10,000 10k - 100k 100k - 500k 1,000,000 10M +
Still LearningYour FAQ is a tool to protect yourself as you execute on the vision. !Hiring a support person will allow you the bandwidth to focus on building what you need to.
You should be answering every support request personally, ship everything and figure out what works. !Start building an FAQ and have it inform your product fixes and support proceses.
LEARN
Feedback volume means that bugfixes need to be responsive and canned responses / FAQ are a necessity. !You also need to re-calibrate your level for including feedback in the product process (you will hear about everything!) !
I can’t take it anymore
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I have no idea. :sThis is starting to hurtDepending on the nature of your business, you may be starting to feel a real burden of customer support. !Key customer complaints should be considered for fixes or frame conversations around broken UX.
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Quality matters (a lot) As your team grows, focus on what’s core
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Build processes that empower engineers (Data empowers everyone, including engineers)
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Feedback must inform fixes!Feedback cannot drive direction
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Figuring out what to work on?
Clearly define vision & goals towards that !
Collaboratively build a roadmap !
Provide a framework for testing hypothesizes (from everyone)
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Scaling building
!!! another storya story some learnings
!Q&A
