Creating user personas to inform service delivery

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Xtensio user personas
on 11 Oct 2016 11:15 AM
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User personas are a great way to visualise your users, customers and clients. Creating personas is one of the steps you can take to provide a better service.

What's the point of a user persona?

When people interact with your organisation - for example to join it - two things happen. One is the physical effort that goes into doing it, Calling you up, filling in a form, trying to find you online.

The other is the feelings and emotions that happen during and after the process. Research shows that the physical effort is about 20% and the emotional effort is about 80%. 

So understanding the emotions that a person goes through when accessing one of your services is key to delivering the service itself. So you have to put yourselves in their shoes. Hence user personas.

How to create user personas

The best way to do this in to have a workshop to develop the personas.

Have a think about who your organisation interacts with. It could be:

  • Members
  • Prospective members
  • Donors
  • Volunteers
  • Prospective volunteers
  • Clients
  • Customers
  • The public

And these might break down into people of different ages, abilities, nationalities, languages and so on.

For each of these, you might think about:

  • How old are they?
  • What might they do for a living?
  • What motivates them?
  • What do they read?
  • What brands do they like?
  • What is their job?
  • What frustrates them?
  • How good are they with technology?
  • What is a typical biography?

This exploration really helps to develop a good and common understanding of your users and is a great starting point to lpok at user journeys, the subject of another blog.

Xtensio provide a freemium user persona development kit which you can create and share.

 

 

How To Create UX Personas