FLOWCON 2025

So You’ve Built It, Now Support It. From Chaos to Happy Customers - Doing the Gardening At Bloom & Wild

Humans make mistakes, it’s a fact of life. Despite our best intentions, and no matter how many checks we put in place, sometimes things go wrong. It’s no different with software. To move at speed then it’s inevitable that production issues will happen. Sometimes it’s your code that doesn’t work as expected, sometimes dependencies break, sometimes infrastructure breaks. Sometimes that once in a lifetime event happens. Again.

This talk is a story about support. It’s a real life story of how what was a chaotic situation, with unhappy customers and developers, has been turned around to something that keeps our customers happy, and is even fun to be a part of.

Sum up the session in only 1 sentence
All teams should support their systems in production and I'm going to explain what I've learnt about doing that, with added flowers :)

What are the 3 top takeaways from your session or workshop?
1. Why they’ll always be some need for production support, why needing it isn’t a indication of failure and how we can make it a nicer experience
2. The different ways that we've supported our systems at Bloom & Wild and what we've learnt as we've rapidly scaled the team
3. A little about flowers and a lot about learning