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Lumen Labs

Time-to-first-call down to nine minutes

A good API and a bad first hour. We moved the key into the docs and made every sample runnable.

Lumen Labs — Time-to-first-call down to nine minutes
Industry
Developer tools
Year
2024
Services
Brand in product, Docs experience, Design system
Team
Design lead, Docs designer, Design engineer

The challenge

Lumen had a good API and a bad first hour. Developers landed on a marketing page, hunted for keys, and hit a docs site that read like a reference manual for people who already knew the answer. Median time from signup to first successful API call was fifty-one minutes, and most people never got there.

Our approach

  1. 01Moved the API key into the docs, live in every sample
  2. 02Made every code sample runnable in place with the response shown inline
  3. 03Rewrote the information architecture around three intents: try it, ship it, understand it
  4. 04Built a documentation type scale keeping code and prose at the same optical weight

Results

9 min
Median time to first call
+82%
Completed quickstarts
3
Reader intents, one IA

In the client's words

“They redesigned our docs and our activation numbers moved. I still find that slightly hard to believe.”

Sam Ellery · Co-founder, Lumen Labs

Outcome

  • Median time to first call of nine minutes
  • Completed quickstarts up 82%
  • One IA serving three distinct reader intents

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