The Future of Digital Adoption Platforms: A Conversation with Jimo’s Co-founder and CPO

As businesses increasingly depend on digital tools for onboarding, Digital Adoption Platforms (DAPs) have become essential for enhancing the user experience. We had the opportunity to sit down with Raphael, Co-founder and Chief Product Officer of Jimo, to explore how DAPs are evolving—particularly with AI integration—and how Jimo stands out in this competitive landscape.

Jimo’s Origins: Bridging the Gap Between Product and User

Jimo began as a solution to a personal frustration Raphael faced during his career in product management. “As a product guy, you always hear that you need to be close to your customer, but there's a big gap,” Raphael explains. “The missing link between product teams and users drove me to create Jimo.” His vision was to build a tool that truly bridges the gap, helping product teams stay user-centric in a way that’s more than just a mantra.

Before founding Jimo, Raphael worked as a product designer at Microsoft and various startups, experiences that shaped his approach to building great products. “I always had this drive to create something impactful for product teams,” he recalls. With Jimo, he set out to develop a platform that would make understanding user needs easier and more actionable.

Adapting Strategies from Startups to Scale-ups

Raphael’s experience spans both early-stage startups and scaling companies, which has given him a unique perspective on how product management evolves with growth. “The mindset and processes change as companies grow,” he notes. In startups, the focus is on flexibility and rapid iteration. In larger companies like Stuart, “it’s high-paced, with different processes and tools to match.” This adaptability influences Jimo’s product strategy, ensuring it meets the needs of companies at various stages of growth.

AI and the Future of DAPs

Looking ahead, Raphael sees a future where interacting with software feels as natural as having a conversation. “In the next five years, the interface for interacting with software will likely be through text or natural communication,” he predicts, referencing the rise of platforms like ChatGPT. This shift means that DAPs will need to adapt to more conversational, AI-powered interfaces.

Jimo is already embracing this future by focusing on “progressive onboarding”—providing the right content to the right user at the right time. “Each user’s journey is unique, and we need to tailor the experience to that,” Raphael explains, moving away from the outdated one-size-fits-all onboarding model.

Jimo’s AI Innovation: Personalized Assistance at Your Fingertips

Jimo has taken a significant step forward by integrating AI directly into its platform. Raphael introduces their latest feature, Jimo AI, as a “cursor helper”—an AI assistant that’s always there to lend a hand. “You have your own cursor, but at any time, you can ask for help,” he says. The AI can guide users through challenges, install integrations, and even take actions on their behalf, making the experience seamless.

This AI isn’t just reactive; it’s proactive. “If the AI notices you’re struggling, it will prompt you to see if you need help,” Raphael shares. It’s like having a knowledgeable friend with you in your browser, ready to assist whenever needed.

However, implementing AI comes with challenges, particularly the risk of “AI hallucinations”—when the AI generates incorrect information. Raphael explains that Jimo’s approach to mitigating this involves deeply understanding the user interface, leveraging a combination of product documentation and real-time insights to ensure accuracy.

The Challenges of Implementing DAPs

Despite the potential benefits, implementing a DAP comes with its own set of challenges. “Integration can be seen as a complex task, and concerns about impacting the user experience are often overblown” Raphael acknowledges. “Worries about shipping changes live or causing disruptions are usually based more on fear of change than actual risk.”But even after implementation, creating effective user experiences is key. “Having the tool is just the beginning. You need to design user experiences that genuinely help,” he emphasizes. Many companies struggle to build onboarding flows that resonate with users, which is where Jimo’s expertise comes in. “We offer guidance to make sure our clients are getting the most value from their DAP.”

What Sets Jimo Apart: A Focus on Continuous Improvement

Reflecting on Jimo’s journey, Raphael attributes the company’s success to its unwavering mindset. “It’s a marathon, not a sprint,” he says. When asked about his proudest achievement, his answer is simple: “The mindset of the team and the product.”

Jimo’s team is committed to constant improvement, always pushing to create the best possible platform for digital adoption. “We’re building the right team and the right product,” Raphael concludes. The journey might be long, but the destination—a more intuitive, user-centered digital world—is well worth the effort.