Do Your Microservices Matter?
Do Your Microservices Matter?
See how microservices and DevOps work together to provide you the benefits of cloud technologies and improve the customer experience.
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Record growth in microservices is disrupting the operational landscape. Read the Global Microservices Trends report to learn more.
Microservices architectures and DevOps methods for application development are central to bringing the benefits of cloud technologies to rapid delivery of user experiences that advance core business requirements and strategies. Aligning those things is the main goal of the cloud-native approach.
However, differences between organizations that use the same cloud technologies make it obvious there will be many specific ways to do cloud-native app development. Customizing a cloud-native approach is the big challenge.
What's the essential minimum viable product (MVP) that your team needs to create now? That's the question that will always bring the focus back to what end users need. User experience is how an app provides opportunities for customers of a particular business service to meet their needs. And changing some or all of the microservices that represent the business logic of a customer-facing service is how teams implement the MVP that they've determined will delight their customers.
In figuring out the next MVP, it helps to have examples. In this post we offer one.
UBank: Improving Customer Experience With Microservices
As part of a larger conservative financial institution, UBank has as its exploratory mission to demonstrate the viability of digital banking. They started by giving their customers a new way to get help online.
The existing online customer service options were limited to a static FAQ covering how to apply for an online loan and an option to connect to an agent at a call center, as needed. As might be expected, data showed the FAQ was significantly under-utilized.
Enter RoboChat-an app built with two microservices. The purpose of RoboChat is to present the same FAQ information through an interactive and intelligent chatbot experience. One of the microservices is made with Watson Conversations; it has logic that allows a user to get quick answers to as many questions as possible before being transferred, if needed, to a live agent. Based on the question that resulted in the transfer to a live agent, the DevOps team iterates the Watson Conversation microservice to increase the chatbot's proficiency. The other microservice manages the hand-off from the chatbot to a live agent.
Two small UBank teams built RoboChat in 8 weeks. Result? Use of the online information noticeably increased almost immediately. Another benefit to the business was a new way of working the teams proved for themselves. Before RoboChat, UBank used a traditional model of developing a feature set based on waterfall handoffs in a Gannt burndown schedule. The usual time to release was 6-8 months. With RoboChat, by clearly defining specific business problems to solve and completing the MVPs to do so, UBank dramatically succeeded in making better customer experience both a higher and more strategic priority, and also reduced the time to release.
Published at DZone with permission of Doug Paris White , DZone MVB. See the original article here.
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