领英如何通过改善开发工具提升员工生产力

{"type":"doc","content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#000000","name":"user"}},{"type":"strong"}],"text":"本文最初发布于领英技术博客，经领英中国授权由InfoQ中文站翻译并分享。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"在过去的一年中，我们一直在使用实时反馈来改进我们的工具链，并为领英开发人员提供效率更高的体验。在它的帮助下，我们将反馈的参与度提高了一倍，更重要的是我们可以由此做出更好的推荐和改进。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"对于希望改善开发体验的工程组织来说，以下问题会是一个良好的研究起点："}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"bulletedlist","content":[{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"我们如何才能让我们的开发人员更具生产力，获得更愉悦的开发体验？"}]}]},{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"作为面向内部开发人员的工具负责人，我应该投入哪些领域来尽可能帮助我的用户？"}]}]},{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"能否有一种方法可以在开发人员遇到问题或获得良好体验时立即获得他们的反馈？"}]}]}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"这篇文章分享了我们在实时反馈功能实现过程中的经验教训，我们希望它能帮助其他组织改进自己的流程，从而在开发人员和工具负责人之间建立一个自然的反馈循环。"}]},{"type":"heading","attrs":{"align":null,"level":1},"content":[{"type":"text","text":"传统调查面临的挑战"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"在过去的几年中，我们依靠一份开发人员季度调查来与工程师交流，并就他们所使用的工具征求全面反馈。但是，我们发现这种方法遇到了许多挑战："}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"bulletedlist","content":[{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}},{"type":"strong"}],"text":"开发人员有时会对他们很久没有使用的工具提出意见"},{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"。在某些情况下，我们发现为某款工具打分的反馈者中，有超过90％的人们在调查发布前六个月中没有使用过该工具。"}]}]},{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}},{"type":"strong"}],"text":"工具负责人对所提供的反馈几乎没有任何背景概念"},{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"。开发人员是根据什么评分的？他们指的是哪些具体工具或活动？这意味着大部分反馈内容实际上是无效的。"}]}]},{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}},{"type":"strong"}],"text":"很难衡量定期调查期间的情况"},{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"。在两次调查之间发布功能和错误修复时，我们无法确定用户评级适用于“之前”状态还是“之后”状态。此外，在两次调查之间，我们完全无法掌握开发人员的想法。"}]}]}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"从宏观层面来看，这些调查结果帮助我们了解了用户对整个工具链生态系统的总体看法，并让我们在工具链"},{"type":"link","attrs":{"href":"https: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Feedback）的机制。实时反馈是一个系统，其首先收集关于开发人员在我们的工具链生态系统中所做行为的信息，然后基于这些上下文信息来确定是否、何时以及如何向开发人员征求反馈。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"例如，我们可能会注意到开发人员刚刚完成了部署，并且在过去的两周内没有被要求提供有关任何工具活动的反馈。在这种情况下，我们可以发送电子邮件以征询与特定部署相关的工具链体验的反馈。将反馈请求无缝集成到日常工作流程中，意味着开发人员无需每季度坐下来一次，单凭记忆给出意见，而是可以在每次见到自动反馈提示时一点点积累看法。"}]},{"type":"heading","attrs":{"align":null,"level":1},"content":[{"type":"text","text":"捕获上下文"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"当我们向使用工具的开发人员提供反馈时，我们能够在其中加入开发人员在提供反馈时所做特定活动的上下文。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"如上所述，定期调查的挑战之一是从反馈中提取可采取行动的信息。提到“有时”的评论尤其难以理解。现在我们能确切地知道在特定时间发生了什么并立即询问（实时），因此我们传递的反馈会更加精确，同时还提供了关于特定会话和使用情况的更多细节。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"为了捕获这些上下文信息，我们创建了一个系统，其通过多种渠道记录开发人员的操作：内部WebUI（使用"},{"type":"link","attrs":{"href":"https:\/\/en.wikipedia.org\/wiki\/Matomo_(software)","title":null,"type":null},"content":[{"type":"text","text":"Matomo"}],"marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}]},{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"）、命令行界面（CLI）和内部API（利用我们的内部日志记录和审核机制，将信息发布到Apache Kafka）。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"上下文捕获是我们策略的关键要素，它也不仅用于反馈机制。我们计划将其用作一套新系统的基础，这套新系统将帮助开发人员获得工具方面的帮助。从理论上讲，如果我们能够全面了解开发人员在寻求帮助时所做的事情，那么这类支持将更容易提供。"}]},{"type":"heading","attrs":{"align":null,"level":1},"content":[{"type":"text","text":"参与率"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"对于任何调查流程来说，决定其有效性的一个主要因素就是用户群体的响应意愿。实际上，当我们转向实时反馈方法时，我们一直关注的一个主要问题就是持续的参与率。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"事实证明，就用户覆盖率而言，实时调研方法比我们的传统调查更有效。我们得以将参与调查的用户比例增加了一倍（从定期调查的大约15％增加到实时方法的30％以上）。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"由于参与度的提高，我们现在能够对开发人员群体进行更好的市场细分。在领英有很多开发人员类型：UX开发人员、后端开发人员、站点可靠性工程师和机器学习专家等等。不同的开发人员类型（开发人员的分组\/群组）具有不同的需求、使用模式和生产力诉求。更精确的定位和细分将带来更好、更个性化的工具，以满足每种开发人员类型的特定需求。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"我们也意识到不应该过多地要求开发人员征询反馈，否则参与度可能会急剧下降。因此我们实现了一种智能节流机制，以确保仅在开发人员完成其意图后（即流程结束时）才会被征询反馈。调研本身的重点在于他们的体验，而不是具体的工具或技术栈的某一层。例如，我们可能会问他们整个部署流程的感受如何，而不是仅仅使用一种工具的体验。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"我们还会特别尊重关于反馈调研的偏好。开发人员可以选择要多久被征询一次反馈，以及希望通过哪些渠道（例如电子邮件、Web、Slack等）提交反馈。我们认为，这种灵活性可以将反馈的交付内容纳入每位开发人员的工作流程中，这也起到了增加参与度的作用。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"开发人员可以选择他们希望被询问的频率，以及他们想被询问的渠道。这些渠道包括："}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"bulletedlist","content":[{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}},{"type":"strong"}],"text":"电子邮件"},{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"：完全依靠电子邮件客户端来捕获反馈（单击，基于"},{"type":"link","attrs":{"href":"https:\/\/en.wikipedia.org\/wiki\/Mailto","title":null,"type":null},"content":[{"type":"text","text":"mailto链接"}],"marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}]},{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"）。"}]}]},{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}},{"type":"strong"}],"text":"可插拔的UI小部件"},{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"：我们开发了一种产品内可插拔的UI小部件，可服务于各种请求机制，包括被动和主动的请求机制（例如在线、"},{"type":"link","attrs":{"href":"https:\/\/en.wiktionary.org\/wiki\/toast_notification","title":null,"type":null},"content":[{"type":"text","text":"吐司通知"}],"marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}]},{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"和弹出窗口）。"}]}]},{"type":"listitem","attrs":{"listStyle":null},"content":[{"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Juneja，他根据以往的经验帮助我们在这一领域提供了指导；管理团队的Ben Lai、Awais Tariq、Narsi Nagampalli、Jeff Galdes和Jared Green；工程团队的NamanJ ain、Troy Holsapple、Sahil Patwardhan、Sunting Sun、Aaron Dai、Barry Warsaw和MaxKanat-Alexander（特别感谢Max在本文中的帮助！）；我们的UX合作伙伴Arun Yegappan、Kuan-Ying Chen和Kyle Smith；最后是我们的数据科学合作伙伴Yue Wu。领英上的许多团队都参与了实时反馈的研发，我们感谢他们的支持。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}},{"type":"strong"}],"text":"原文链接："},{"type":"link","attrs":{"href":"https:\/\/engineering.linkedin.com\/blog\/2021\/real-time-feedback-for-developer-tooling","title":null,"type":null},"content":[{"type":"text","text":"How LinkedIn turned to real-time feedback for developer tooling"}],"marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}]}]}]}