Name: CUJ as a KPI: How critical user journeys united tech and business driving products strategies
Start: 2026-05-27T10:30:00+0200
End: 2026-05-27T11:00:00+0200

CUJ as a KPI: How critical user journeys united tech and business driving products strategies

FULL

Wednesday May 27, 2026 10:30 - 11:00 CEST

🧩 PM/UX ARENA

Limited Capacity full
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This session details the transformation journey of Leroy Merlin Brazil (LMBR) as it adopts **Critical User Journeys (CUJ)** as the foundation for operational excellence. We will share how we unified technology and business teams to map the critical journeys of **Marketplace, Credit Platform, Payment, and Arc+ Loyalty**, establishing clear indicators and defined consequences for each stage.

We will present the practical process of identifying these journeys, which was essential for pinpointing critical areas and primary personas, resulting in a drastic reduction in errors and unavailability. Furthermore, we will discuss the current expansion to eight additional teams including **E-commerce, Assisted Sales, and Flash-Sales** where journeys are already in the draft phase. The main goal is to demonstrate how CUJs evolved from a technical concept into a **strategic performance KPI**, set to replace APDEX to better align with market practices and ADEO’s global digital maturity goals.

### Why choose our talk? 😄

This talk presents a success case of digital maturity from a BU outside the European Union, serving as an incentive for global collaboration. It demonstrates how synergy between technical and business communities can generate tangible results in resilience and efficiency. By elevating *Critical User Journeys* to a global KPI, LMBR is not just solving infrastructure issues but leading a cultural shift that prioritizes the "persona experience" over synthetic metrics like APDEX. This content is highly relevant for both *Dev-Tech* and *Product Management-UX* streams, offering a replicable framework for other ADEO and Decathlon units seeking customer-centric innovation and positive impact.

Speakers

Luiz Paulo Schlischting

Leroy Merlin Brazil

SRE Specialist at Leroy Merlin Brazil with some years of experience in the technology industry. Leading strategic multicloud migration and resilience initiatives, having implemented Critical User Journeys (CUJ) as a core performance KPI. A Data Engineering Specialist with a postgraduate... Read More →

Renan Goncalves De Torres

Leroy Merlin Brazil

FinOps, Operations, Governance and Infrastructure specialist, graduated in Computer Networks and MBA in Project management.
Operations Manager at LMBR, responsible for SAP Infrastructure (Basis and SAP RISE contract management), Cloud, FinOps, Database, Backup, Servers (MS and Li... Read More →

Wednesday May 27, 2026 10:30 - 11:00 CEST
🧩 PM/UX ARENA 135 Rue Sadi Carnot, Ronchin, France

Product Management / UX, Talk