Identifying the points of friction and conversion

All the touch points that a customer experiences as they go through the user journey are components of your API experience. The API experience includes everything from developer landing pages, API references, blogs, video tutorials, as well as support channels. As you analyze the customer journey, the question you must ask is which touch points are helping your customers and which ones could be improved.

For example, if you have 100,000 views on your YouTube tutorial on getting started with your APIs but only a few hundred users are clicking on the link to your developer landing page to sign up and get started, there might be an opportunity to improve the content or place the link in a more visible position to help discovery. Your ability to measure any component or content is dependent on having clear call to actions at each step that you can track.

Your user experience must be designed in a way that there is an unambiguous call...