Enhancing User Journeys

Determining customer touchpoints

The stages of the customer journey can also be viewed in the form of a customer funnel, with customers entering the funnel at discovery and moving step-by-step toward evaluation, integration, deployment, and ultimately, observability. From a business standpoint, we want to enable customers to move from one stage to the next as smoothly as possible.

There are several touch points throughout the customer journey, and we touched upon a few of them in the previous section. When we design our API experience, we should think of the questions our customers have in mind and try to find ways to provide that information in an easy-to-consume manner.

When our customers discover our APIs, it might be through channels such as social media such as YouTube, Twitter, and so on; Google Search; events; newsletters; white papers; and so on that lead them to our developer landing page ...