Juliana Onate-Berrocal

Welcome to a space where innovation meets strategy – designed to turn emerging technologies into the next success stories.

Hello there! As someone who has spent years scribbling notes on my phone about digital experiences, I’m finally ready to share those reflections with you. Thank you for reading these first lines, and an even bigger thank you if you decide to keep reading, share your advice, or tell me about your own experiences with the topics I’ll be diving into.

the Smart Experience is dedicated to those who, like me, have abandoned a product, closed an account, or canceled a subscription because the experience felt fragmented and failed to deliver the desired result within the expected timeframe.

At the same time, it’s for those of us on the other side of the table—who’ve worked to design and launch digital products or services that seemed to tick all the boxes for customer needs, only to find adoption slower and less enthusiastic than expected.

After nearly a decade of working across different industries, developing product and service strategies in digital innovation and transformation, I’ve learned a crucial lesson: “experience” often gets reduced to

transaction numbers and frequency, or to implementing new technologies without truly understanding their value from the end-user’s (subjective) perspective.

So, what’s the Smart Experience all about? It’s a space to share stories and reflections on how technology has shaped human encounters with products and services. I won’t bore you with technical jargon or development details. Instead, I’ll explore, from the final- user’s viewpoint, how technology can make or break the connection between us and the tools we adopt—or don’t.

Why do some emerging technologies resonate with us while others leave us scratching our heads? The difference lies in approach. Some technology-driven products are designed to satisfy latent customer needs in a simple, personalized way. Others? They’re launched without a clear problem in mind or fail to communicate their value in a way that resonates with real users.

I’ll explore the concerns that even a digital product professional (like me) experiences: privacy and security issues, technological complexity, technological dependency, and how these factors might change our social interactions, especially in “self-service” experiences.

This content isn’t about reviewing products or services. Instead, it’s a detailed overview of the experiences that make us discard, love, revisit, or forget technological solutions.

So, are you ready to dive into a world where technology meets human experience? Let’s unravel these stories together.

Welcome aboard! Let’s explore what it means to live meaningful digital experiences.

What’s been your most frustrating or surprising encounter with a new technology? Share it in the comments—I’d love to read you!