お客様のお客様

先月、私はデザイナーがプロダクトやUXをデザインする際に、お客様と直接会い、彼らの生活に感情移入することが大切なことを書いたが、今月はそれにまた一歩深く習ったことを書きます。

私たちがお客様を持っているのと同じ様に、お客様も彼らのお客様がいる。これを心に留めながらデザインすることが大切だ。中小企業オーナーのお客様は分かりやすい例だが、ブロガーにとっては読者が彼らのお客様。そうして考えていくと大抵のお客様は彼らのお客様がいて、私たちのプロダクトを使って彼らのお客様のニーズに応えようとしている。私たちがお客様のことをよく考えた上で、より良いサービスを提供しようとしていることを考えれば、私たちのお客様も、彼らのお客様に対して同じ様に考えていることは理にかなう。したがって、お客様のお客様に思いを馳せながらデザインすることで、私たちのお客様が便利だと感じるプロダクトをデザインすることが出来るはずだ。

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次回、あなたが何かをデザインする際に、あなたのお客様のお客様のことを考えてみてください。彼らを理解することで、あなたのお客様をもう一歩さらに深く理解出来るお陰で、さらに良い体験をデザイン出来るであろう。


Last month I wrote that it’s important for designers to meet the customers and empathise with them when we design products and UX.  This month I’m writing about taking it one step further.

Just like we have our customers, they also have customers of their own, and it’s important to keep that in mind when we design. The customers of business owners are obvious examples, but even bloggers have their readers as their “customers”. If we think about it like this, we can see that most of our customers likely have customers of their own, and they are trying to get their job done to meet those customers’ needs with our products.

As we are trying to meet our customers’ needs better, it makes sense to think that they are also trying to do the same with their own customers. Therefore, we should be able to design better products that are useful for our customers by empathising with the customers they have.

Next time you design something, try thinking about your customers’ customers. You can understand your customers better by understanding their customers, and as a result you may be able to design an even better experience.

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