Laura Naylor is Head of UX Research for YouTube. Her team conducts independent research, real user behavior analysis and collaborates with tech stakeholders to create truly awesome YouTube experiences. Before joining YouTube, Laura was the User Experience Director for Pogo, Electronic Arts and enjoyed making creative games people love to play. She worked extensively with the Pogo, Hasbro and Playfish games. Laura has a Masters in Human Factors from the University of Queensland, Australia.
A user journey is a task that a user wants to complete. A critical user journey is a really important user journey. At YouTube, and at Google, we employ a design methodology built on a deep understanding of our users, and their critical user journeys, as a way to ensure that we design for and measure the complete user experience. The use of critical user journeys become especially powerful when journeys cross over more than one surface, product or service.