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The Vision for Universal API

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by

S Ashcraft

on 20 June 2016

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Transcript of The Vision for Universal API

Documentation not available in local language.

Good documentation & demo site.
Broad range of content & functionality.

Large customers supported with workshops and on site support.

Ability to request free-of-charge Sandbox credentials.
Customers who take the "universal" brand on face value may not get the normalisation they expect.

Developers often have no travel industry background and are a huge strain on support.

Lack of case studies to prove the value of adopting Universal API.

Large API with no ability to take small slices of functionality…
Great documentation, demo site, mobile SDK’s.

World class air, car & hotel content & functionality.

Ability to take small slices of functionality to meet specific business needs (e.g. air shopping only / hotel only).

Bank of compelling case studies to prove the value of adopting Universal API.

All customers receive structured technical pre-sales advice.

Most customers don’t receive structured technical pre-sales advice.

Developer with no travel industry background are identified and supported early on.

Pricing is complex, and we can’t offer most customers the unlimited access to data they desire.
Slow contracting & provisioning process.
Simple and transparent pricing options online.

API credentials issued immediately.

10 minutes to order online.
Good documentation & demo site.
Some customers have access to dedicated onboarding support.

All customers kick off with a customized welcome call giving clear direction to information and best practices relevant to the customer.
Documentation not available in local language.
Product behaviour isn’t normalised. Different responses from content providers increases complexity of development, and customers stumble across nasty surprises.
One size fits all product.
Slow test system which doesn’t represent production.
No support for JSON or messages designed for mobile.
Some customers report slow responses to support tickets and an old fashioned support ticket system.
Copy system is not only slow but customers are also regularly impacted by outages.
No single system for end-to-end problem tracking. Issues are re-keyed from system-to-system and sometimes fall into a black hole.
Simple certification process to gain production credentials.
Customers would prefer faster shopping responses.
Uptime is generally good but no reporting on uptime stats.
Most customers can’t access usage reporting.
No throttling controls in place.

Usage billing is inconsistent.

Sub-second response times for all services.
5 9s SLA for uptime, backed up with published uptime and response stats.
Self service dashboard for usage reporting (# transactions / bookability stats / L2B ratios / response times / support issues).
Throttling controls in place.
Usage billing is clear and consistent.

Quick responses to support tickets and a modernized support ticket system.
Better testing & proactive monitoring of production traffic means we find anomalies and fix issues before customers spot them.
Easy to upgrade and add new functionality.

Simple certification process to gain production credentials – workflow and status visible to customers via their self-service dashboard.
Great localized documentation & demo site, mobile SDK’s.
Product behavior is normalised. Responses from different content providers consisistent.
Ability to take small slices of functionality to meet specific business needs (e.g. air shopping only / hotel only).
Test harnesses and pre-prod systems which accurately reflect production.
Support for JSON and messages designed for mobile.
Quick responses to support tickets and a modernized support ticket system.
Customers find fewer surprises and bugs – we’ve built and tested the product with much better insight into customer expectations and we have proactive monitoring of activities to pre-empt and resolve customer issues before they are reported.
Single system that seamlessly tracks issues.
Full transcript