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Rory – Engineer
Rory is responsible for building and maintaining the codebase for the company’s Android app. Six months ago,
his team adopted Slack. Explore below to see how it changed the way they work.
🔍 Finding answers
Support reps at MoneyMe regularly need engineering help to diagnose and fix customer issues.
Before Slack, : when a support rep would receive a complaint about the app, they would
Ping whatever engineer was online and hope they were familiar with the code.
Provide the customer a response to the best of their knowledge without engineering input.
Often, something that could have been fixed easily would go unresolved, resulting in a negative experience for MoneyMe’s customers.
📂 Next up: Click the 'After Slack' tab
Using Slack, : Rory's team is able to centralize bug reports from MoneyMe’s users, resulting in faster, more accurate responses
They have a rule to
search first before asking a question in Slack. They have a
public channel called #triage-android, where reps can raise customer problems.
When an engineer is looking at a problem, they emoji react with 👀 , to let the rep know they're looking into it, and a ✅ when resolved. Team members use
mentions to call attention to subject-matter experts.
🎉 You're done! Move onto the next workflow.
👥 Reducing time in meetings
Rory's team works in two week sprints, and they need to stay aligned each day.
Before Slack, : the team held a daily standup to touch base; however, Rory found these meetings tended to drag on and eat into his team’s productivity
The team was remote and it was hard to find a time that worked for everyone.
Team members would have their heads buried in their phones when others were speaking.
Rory needed a way to keep everyone on the same page, without burdening colleagues who live in different timezones.
Using Slack, : Rory's team is able to provide their update at the beginning of their day, and are able to focus more time on writing code
For daily standups, the team has a weekly
that triggers every day at 9am. Slackbot reminder When it's necessary to meet in person, the meeting lead shares an agenda as an
editable Post in the #android-team channel ahead of time.
🎯 Getting feedback
Rory's team works closely with Design, and they often need to ask designers for clarification about desired behavior.
Before Slack, : when one of Rory's engineers needed clarification, they could
Send them an email with their question.
Try to find them and have an in person discussion.
Because conversations lived in silos, it would be extremely challenging to gain context if the project had to be passed off to a new engineer.
Using Slack, . Rory's team is able to work cross-functionally with ease, while keeping everyone in the loop
They have a
called #design-eng where the teams can public channel quickly ask questions of each other.
When engineering poses a question, a designer to the requests, to let emoji reacts to let them know they’re looking at it.
Back and forth conversation happens in threads, keeping things organized and easily to reference.
📰 Keeping informed
Service interruptions to the tools Rory's team relies on can be a huge disruption; it’s important that his team can plan around them.
Before Slack, service interruptions seemed to get buried in the mix of daily communication at MoneyMe. They were sent:
Via an email sent to a large distribution list.
Through updates to the service status site on MoneyMe’s intranet.
Rory's team would often miss updates surrounding service disruptions, and thus get hit with them at inopportune times.
Using Slack, : service updates are clearly communicated and targeted to the right audience
Each department has an
for important updates, with a strict #announcements channel reactions only policy. Service alerts are
to the channel for easy reference, and then unpinned when complete. pinned
🙇 Centralizing information
Rory likes to know what his team is up to in case they need support, but doesn’t want to add any friction to their workflow.
Before Slack, : in order to get a handle on the work his team was doing, Rory had a couple of options
He could jump around in the different tools his team uses, and check on the status of different projects.
He could ask the team to provide regular status reports.
Rory lost a great deal of productivity because of all the context switching he was doing between tools.
Using Slack, : Rory's team feeds all status updates directly into Slack
The team has a dedicated channel to track commits, pull requests, issues, and deploys, with they set up using the . Slack App Directory
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