User Personas
The Definition:
Personas are a semi-fictional representation of an ideal customer based on market research and real data about your existing customers. Personas are important for a variety of reasons, including:
Humanize the target audience
Focus product design and development
Deliver better digital experiences
Enable customer feedback and strengthen relationships
Improve marketing awareness
Empower Sales teams
If you would like to learn more about the Power of Personas, please click here.
The Ask:
Identify, analyze, vet, and create customer care personas to assist the internal Cogito team in gaining empathy and understanding user needs, experiences, behaviors, and goals.
The Persona Process:
Call to action:
Include the human personas in your stories, thinking, and discussions
Give live feedback whenever possible in all stages of design
Think and talk less about “features” and more about human outcomes
Results:
Persona collateral for all internal employees to reference included:
Persona Posters ( 2’ x 3’ posters of Agent and Supervisor hung in high-trafficked office areas)
“Include the Customer” Table cards (displayed on lunch tables, conference rooms, and break room areas)
User Persona Interactive Library hosted on Google Sites
Persona Videos featuring the Customer Care Agent and Supervisor
The videos describe the thoughts, motivations, and behaviors call center employees have while panning their office environment.
Quarterly Quotes System (1’ x 1.5’ posters of positive comments from end users about how they use the product)
* If you have any questions of the above material or would like to see a sample, please contact me at courtney.bartholomew16@gmail.com.