API Development: How we successfully personalize the developer’s experience for an Airline organization.

Application Programming Interface (API) is changing the traditional way of working in industries.API documentation is the first interaction between the developer and the interface and is responsible for simplifying the API experience. However, information gaps in the documentation can have a hugely adverse effect on the adoption of the API.

We recently came across one such API documentation project for a Canada-based company. The interface was designed for air travel and was based on the New Distribution Capability (NDC) and Global Distribution Systems (GDS) standards. The API development was exceptionally executed by the client for personalizing the airline ticketing experience. However, the documentation had many gaps and missing information, thereby impacting the Developer’s Experience (DX).

The lack of standardized and informative API documentation restrained the developers from working on it. There was limited information about is more suitable the API workflows, functions, parameters, and valid values, among others. It restrained the users from harnessing the potential of the API. Further, the language used for documentation was not at par with the industry standard, especially considering the global nature of the users.

Therefore, we identified the key challenges and built a knowledge base that helped in boosting the adoption of the API:

Key ChallengesDescription
Workflow-based API groupingAPI endpoints were not grouped in a logical order to describe different workflows.
Content structuringAn introduction on how the API works, status codes, and use cases were missing. The existing content and context did not match, as there were no examples.
Information about the endpointsOnly a few endpoints were covered in the API documentation. Further, information on parameters and valid values was not covered which led to ambiguity among developers.
Mocking environmentThere were no code snippets and mocking environments to help the developers test and work through APIs.
Language and GrammarThe language used did not match the global standards of technical documentation. It caused issues like low readability, ambiguity, and inconsistency.
Knowledge base designThe visual appeal of the knowledge base was designed to cater to the new documentation structure and other branding requirements of the client.

How did we solve these challenges?

We used our expertise to overcome the challenges observed in the existing documentation. We followed the below-mentioned approach:

Our team started the technical documentation process by grouping APIs to create a logical workflow. Our software developers worked on the development of the knowledge base and the technical writers on the content. We used an open-source static site generator called Go Hugo for website redesigning. Our team customized a template based on client feedback for developing an organized and effective knowledge base.

Further, we structured the document and added information in four categories to make it easier for the developers and integrators:


In this section, we added detailed information about the working and the scope of the APIs. We added an overview that highlighted the different ways in which the API can be used to cater to different types of ticketing demands.

Getting Started

This section started with a description of the API functionality and descriptions of the frequently used terminologies. In addition, we added a user guide that covered all the use cases. The purpose of this section is to help the developers in implementing APIs.

API References

It had all the information about endpoints, parameters, and valid values, among others. This section helps the developers to understand the value type, differentiate required and optional fields, etc.

Status Codes

In this section, we included descriptions of all the relevant HTTP response codes and error codes.

The content we added was backed by code snippets and mocking environments to test and work through the APIs. This documentation made the API easily understandable by the developers. This ensures that the DX of the API documentation is improved and the API is simplified for the users. 

Our team offered premium quality deliverables by ensuring multiple reviews and language standardization. Before handing over the documentation project to the client, we made sure that all the feedback from the client is implemented, including the aesthetic appeal of the knowledge base.


Designing knowledge bases helps companies to monetize their APIs. Good documentation is effective in quickly integrating the APIs. This, in turn, facilitates the companies to attract more customers and partners. The aim is to generate more business for clients by making the APIs easy to use and adapt.

What can we do for you?

Our team has rich experience in meeting every technical writing need, such as content mapping, content migration from unstructured-to-structured, technical documentation, etc. With our bandwidth, we can meet any requirement and deliver premium technical writing services in a comparatively shorter span of time. For any queries, contact our team. You can also explore our services on our website.

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