Is your API killing your customer experience: Know the Context Boundaries


APIs can be used to query information or command changes in system of record. Even the most efficient & fast real-time web service still struggles with having to wait for an “ack” (acknowledgement) leading to coupling between the invoker & provider. If this happens within a cohesive business function then the coupling is necessary, however this can be a showstopper if done across business contexts!

User Experience

APIs with requests waiting on responses are notorious for blocking consumer applications

Dealing with slow or unresponsive APIs can be tolerated in certain circumstances however band-aid solutions can end up hurting user experience and damage your product’s reputation, pushing customers away

Good API design can help remediate this but it requires upfront understanding of how the customer facing systems are interacting with the internal systems & what their needs are

For example, simply throwing a cache & reading slightly stale information might be sufficient in a Query context – but how do you fix a Command API that is slow or unresponsive?

We look at some key concepts to break apart interactions and solve for X

Know your Contexts

Imagine you are in the business of selling coffees to happy customers and all you need is a point-of-sale system (let us imagine you have an endless tap of fresh coffee). Your business is all about selling then and you only operate in a single context

You may also define this as “We interact with the customer in a single context”, but let me warn you – you might be stretching to definition of a customer here (at-least from a technology implementation standpoint). I would argue they are mere transactional contacts vs true customers in the system (we will see why later)

Order Context

Context Boundaries

Let us now imagine your coffee shop now need to send out birthday coupons to your customers via email/sms etc. You may need to even call them and wish them (if they permit you) and so on

Customer Management Context

This act of recognising someone who is transacting with you and asking them for their preferences, interacting with them, offering them rewards for being a customer etc is different from selling coffee – welcome to the Customer Management context

Okay so your business has two contexts, Selling Coffee and Managing Customers. Are they the same or different? What actions can you not do  in both without impacting efficiency? How about capturing information (even if it on a bit of paper) in the two contexts about a person?

Most of us, who have never run a busy business, mix the two and have things work in them interchangeably. This works most of the time but it can lead to serious issues down the  line if we do not draw boundaries and divide the actions and information across the contexts.

Business Contexts

Ever been to a coffee shop where you waited a long time because the 1 worker was busy on the phone talking to a customer about their birthday plans? The worker was doing their job well in the customer management context but failed in the selling / transactional context

Contexts help define the actions, language and information while boundaries help define interactions. For engineers, this is vital as it helps design the connectivity as we have to often chose between consistency of information or availability of a service within networked or distributed systems

So why could your API be killing your Customer Experience?

APIs designed without consideration of context boundaries can end up coupling two contexts. Imagine an API for Contact creation in CRM which adds direct dependency in our coffee shop example. This API is sending data in real-time between a Selling context and Customer Management context, fine and can block or error the selling transaction if there are network delays or data issues in the CRM record, not fine!

Naïve APIs can Couple

We need to carefully consider interactions between context and introduce non-blocking interactions (and anti-corruption layers) to let business happen. Make Systems Integration Great Again!

Summary
In summary, services within a context have high cohesion and services across contexts should have low coupling. Bad API design (no not the RAML/OAS stuff but the solid/dotted arrow stuff) can couple two independent business contexts

Use Domain Events instead

If we carefully model our interactions by consciously recognising our contexts and boundaries then we can built for business transactions more efficiently and open up possibilities for future connectivity and growth

Published by

techiecook

I apply my degree in computing with my experience in building networked software to create products that people will love. More about me here https://techiecook.com/about/

Leave a Comment

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s