Gartner Research

You're Not Doing DevOps If You're Not Focused on the Customer Experience

Published: 21 May 2015

ID: G00272088

Analyst(s): Cameron Haight


Many DevOps initiatives focus inwardly on processes and tools with little validation that the services being delivered are appropriate. The primary focus of DevOps should be on improving the customer experience, and DevOps teams must create a CX that provides utility, convenience, value and delight.

Table Of Contents
  • Key Challenges



  • Deliver What the Customer (Really) Wants
  • Identify Your Users By Developing Personas to Contextualize the Customer Experience
  • Create a Journey Map to Understand Key Client Touchpoints
  • Focus Process Design From the Outside In
  • Develop Metrics That Provide Insight Into the Customer Experience

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