The customer journey has a new user

A new user in the journey 

AI is increasingly becoming part of how people search, compare, evaluate and make decisions. And that means we suddenly have another type of user to understand. 

Instead of treating this as a completely new and complicated problem, there is another way to look at it: what if we approach AI in the same way we would any new user? Learn how it behaves, what it needs and how that changes the experience we design. 

Designing for humans and machines 

On 24 November, Sara Nilsson, UX Lead, and Henrik Bygdeman, UX Strategist, will explore what this shift means for the customer journey and how organisations need to think differently when both humans and AI are interacting with their digital experiences. 

We'll talk about 

• What it means to have AI as a new user in the customer journey 

• Why fewer website visits don't necessarily mean less demand, and what has changed before the visit happens 

• Where the needs of humans and machines overlap, and where they don't 

• What this shift means for content, UX and the role of the website 

• How to understand a customer journey that increasingly happens beyond your own channels