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Every case study here answers one question: measurable outcome.

api-v2-bug.mdIPinfo

API v2 Bug

ShippedTeam: Eng
TL;DR

Coordinated the fix and directly notified every affected customer after a v2 API bug broke live workflows, restoring trust through transparency.

Outcome

  • ↑customer trust, via direct proactive communication
  • →workflows restored for every affected customer
Saw It
  • A version bug in the v2 API broke live customer workflows.
↓
Figured It Out
  • Chose direct, proactive customer communication over letting customers discover the break themselves.
  • Needed engineering to confirm root cause and a fix before communicating an update path.
↓
Did It
  • Shipped the fix and communicated the update path and risks directly to affected customers.

My Role

Owned the customer communication and coordinated the fix with engineering.

Full breakdown

Problem & Risk

Business Viability Risk

A live API bug broke customer-facing workflows, risking trust and continued usage if handled poorly or silently.

Context

A v2 API version bug broke customer workflows on the platform.

Timeline

git log --oneline⏱ incident response
kickoff: v2 API bug breaks customer workflowsDay 0
discovery: root cause coordinated with engineeringDay 0
fix: patch shippedDay X
next: customers notified directly, workflows restoredNext

What We Did

Coordinated the fix with engineering, then communicated the update path and risks directly to every affected customer, inviting them to update.

~ rough sketch, not an actual screenshot ~

v2 API bug breaks workflows

fix coordinated with engineering

direct customer comms

trust restored

Who Benefits

Affected customers got a fast, transparent fix instead of silence, restoring trust in the platform.