9. Restaurant
Journey:
Find a restaurant
Make a reservation
Park
Wait for a table, drink at the bar
Order
Eat
Pay
Recommend (or not)
Touchpoints:
Yellow pages, phone, valet, bar, waiter, food, cashier, social media
10. Cloud
Journey:
Understand a new service or feature
Provision instances
Import data
Get help/provide feedback
Incorporate updates
Deal with outages
Deprovision
Touchpoints:
Website, console, API, documentation, blogs, email, phone, twitter
Advantage of being around since rocks were young is you do lots of stuffMy career has spanned dev qa opsHad oppt to do a lot of each of them
Now that I’m a consultant I spend my time help dev qa ops better understand and work more closely with each otherI do it from the perspective of my personal obsession with interdisciplinarity and synthesis
When I look back to the early days of my career I remember applying for a QA Eng jobMechanicalNo input into goodness of softwareOnly input into spec if we couldn’t test
Key to talk: we’re in the business of service not software
Service helps customer accomplish something they’re trying to do
A defining characteristic of service is value cocreationNot just exchange of money for value-filled thingsAmazon gets this
Another defining characteristic of service is the customer journey
Customer does much more than just eatInteracts with much more than just food
Customer does much more than just spin up serversInteracts with much more than just API
Tracking cash flow requires integration is part of larger JTBD
Outage info points to JTBD
Outage management engages me as ops too - JTBD
Not only does service change what software is, but also how it’s deliveredTesting built inNew reliance on automationNew view of approach to failures
Reimagine QA as something concerned with 4 dimensions and inseparability as characteristic of qualityThat plays profound role enabling devops altogether
Adopt new mindsetLife gaze from traditional mechanical activities of execution and reportingNew job is quality advocacy
Do game days test service or just softwareOps: performance scalability security resilienceAlso monitoring and support
Deeply embed them Just because you have unit tests doesn’t mean their goodWhy would you want crabby testers telling you what’s wrong with everything?Think about good testers you’ve worked with
Modeling requirements allows us to talk about them and uncover misunderstanding confusion gaps
Opportunity for software engineering practice
Most important is planning
Do monitoring tools work properlyDoes deployment automation work properly
When bugs get into the wild QA gets blamed
Goal/challenge is to move from old to new
Some good at css, some at chef. Diff langs need to contribute to larger wholeQuality includes optimizing at the right local-global level
What is this whole thing that we’re delivering? Not func but op/dev of funcWhen you think about it, aws is part of your ops team