By Jeremy Claeson, Managing Director, Digital Product, FedEx
Jeremy Claeson is a product leader with more than 15 years of experience building and scaling digital products across eCommerce, supply chain, SaaS, and cloud platforms. His background includes product leadership roles at Amazon/AWS, Shopify, and Microsoft, with deep experience in global product development, platform modernization, and customer-centered innovation. At FedEx, he leads Digital Product work focused on making digital capabilities easier for customers, partners, and developers to use.
Why developer experience matters
Developers expect to integrate quickly, find answers on their own, and spend their time building rather than navigating support paths or managing unnecessary set up. FedEx is investing across the developer journey to reduce those everyday sources of friction. Recent work on the FedEx Developer Portal includes an AI-powered Developer Assistant, unified project setup across APIs and webhooks, and a dedicated Content Experience team focused on stronger technical guidance. Together, these improvements show how FedEx is making integration simpler, more self-service, and easier to improve over time.
Help developers get answers faster with the FedEx Developer Assistant
When a developer is stuck, the clock starts ticking.
We launched the FedEx Developer Assistant to deliver immediate, relevant answers inside the Developer Portal. This allows developers to spend less time waiting. The Assistant is integrated into the portal experience to provide quick answers, point to relevant documents, and escalate to support when needed.
Early results and impact
The FedEx Developer Assistant is now available to all developers. Early results have been promising:
- 61% of developers get their question answered using the Assistant
- 25% are routed to detailed documentation that helps them continue their work
- Only 14% end up on a support page
Those outcomes reduce handoffs, lower context switching, and keep developers focused on building. The Assistant is treated as an evolving product: analytics reveal where users get stuck, the content corpus expands to close gaps, and engineering and content teams improve answers iteratively and frequently.
What we are improving next
Discoverability is the next big opportunity. We are investing in placement, UX prompts, and contextual triggers that increase the utility of the Developer Assistant for all users. Our goal is to move self-service resolution from 61% toward 70% through corpus growth and answer-quality improvements.
Reduce setup overhead with Unified Project Setup
Many integration delays come before any code is written. Creating multiple projects, juggling credential pairs for test and production, and orchestrating permissions can add days of administrative work that distract from development goals. That overhead increases cognitive load and raises the chance of configuration errors.
What Unified Project Setup provides
Unified Project Setup is now live on the FedEx Developer Portal. It lets shippers and direct integrators add Shipping, Non-Shipping, Visibility APIs, and webhooks to a single project and use one set of test and production credentials. Unified projects reduce that overhead to two credential pairs.
We estimate project-setup overhead at one-and-a-half to two days per integration. With Unified Project Setup, we anticipate a 25%+ improvement in the broader integration timeline. That is time teams can spend implementing edge-case handling, improving logging, or building customer-facing features rather than wrangling credentials.
A concrete example: a logistics integrator building fulfillment flows can create a single project, enable Ship and Track APIs and the relevant webhooks, and run both end-to-end tests and isolated API tests with a unified credential set. Fewer credentials mean fewer configuration errors and less overhead for security reviews.
Make technical guidance clearer and more useful through Content Experience
Accurate, discoverable, and developer-focused docs shorten time to success and reduce support volume. The team is responsible for enabling developers to become more successful through self-service.
How Content Experience works
The team works closely with Product and Development to align content with the end-to-end developer journey and evolving product experiences.
Our approach prioritizes clarity, consistency, accessibility, findability, and task completion, strengthening the dataset behind AI-assisted self-service experiences such as the Developer Assistant.
Practical steps to get started
Start at the FedEx Developer Portal. Use the portal to identify the APIs, webhooks, and technical guidance that match your integration use case before you write the first line of code.
Use Unified Project Setup when integrating multiple FedEx capabilities. It reduces credential-management overhead and simplifies CI/CD secrets and permissions.
Take advantage of the FedEx Developer Assistant and portal documentation as your first-line self-service resources. They resolve most common questions quickly and point you to deeper docs. Open a support ticket when a question requires an expert or product clarification.
Build iteratively: validate one capability with automated tests before expanding scope. Smaller, reliable steps shorten feedback cycles and reduce risk.
We want your feedback!. If you hit a confusing flow, missing examples, or a behavior that’s not documented, tell us. Your examples guide the Content Experience and product teams to prioritize fixes that matter.
Continuous improvement, guided by real usage
Developer experience is shaped by the small moments between discovery and production: finding an answer, understanding technical guidance, configuring a project, managing credentials, testing, and knowing where to go when something breaks. FedEx is reducing friction across those moments through smarter self-service, simpler project setup, and stronger technical content, while using developer behavior to guide what to improve next.
FedEx continues to evolve the Developer Portal around the needs of developers, with additional improvements to discovery, navigation, and developer workflows ahead.
Explore the FedEx Developer Portal to discover our suite of APIs, create a project, review technical documentation, and use the FedEx Developer Assistant as you build.
