Why Should You Care About Your Customer's Journey?

Video

About the Talk

Rafael Mojica, User Experience Professional at DigitalOcean, guides you through the benefits of understanding and minding your customers’ journeys. Using data and design-driven techniques, Mojica shows efficient ways to plot out the journey and create more well-rounded experiences for your customers.

What You’ll Learn

• Why should you care about your customers’ journey
• Ways of understanding that journey
• Tactics to make better decisions in order to create a better experience for your customers

Resources

• Slides

About the Presenter

Rafael Mojica, VP of User Experience at DigitalOcean, is a multidisciplinary interaction designer. He’s passionate about expanding the benefits of design thinking and communications into all aspects of a business. At DigitalOcean, he leads a strong team of professionals that are designing tools that help people build successful businesses on the cloud.

A Note From Rafael

“If you’ve seen my previous talks, you’ve heard me say that if you’re building something for someone else, you’re making design decisions. Whether you’re aware of it or not. There’s another layer of complexity: when you’re building a product or providing a service, there’s a journey that your customer follows before and after interacting with your product. Are you aware of that journey?

These journeys are full of touch-points that you may or may not be able to influence. If you have the ability to influence them, do! They’re part of your customers’ experience. If you can’t, at least you should be aware of them so that your product or service lives in harmony with the “ecosystem” around it.

In this talk, I will guide you through the benefits of understanding and minding your customers’ journey, ways of plotting it efficiently, and some tactical points on how to be effective at creating more well-rounded experiences for your customers.”