Personas

Uncategorized

Below you will find a few elements that I find useful when compiling personas.

The benefits of Personas

  • The benefits are summarised as (Cooper, 1999):
    • Help team members share a specific, consistent understanding of various audience groups. Data about the groups can be put in a proper context and can be understood and remembered in coherent stories.
    • Proposed solutions can be guided by how well they meet the needs of individual user personas. Features can be prioritized based on how well they address the needs of one or more personas.
    • Provide a human “face” so as to focus empathy on the persons represented by the demographics.
  • Help us to better understand our users behaviours, attitudes and motivations.

To be used in Epics/Scenarios.

Objectives are to identify a x persona to be used in the development of x. 

Actions:

  • Identify 6 junior x people who will be willing to take part in our research.
  • Check with the Acc Manager that there are no known issues on their accounts before contact.
  • Contact via phone and send follow up email if required with more information about what it will involve.
  • 50 pound Amazon voucher approved as incentive.
  • Research the users / accounts before the scheduled call.
  • Schedule a suitable time to contact for the phone interview.
  • Document the findings from the call.
  • Collate the findings when all 6 interviews are complete.
  • Present the finished personas to the team / company.

To be found out before interview

How often they visit the app

How many users on the Acc

Support cases that might be relevant from Salesforce

How long have they used our application?

How often do they use our application?

What tasks do they use the application for?

History with Company

Why did you first choose x?

When and how did you first heard about x?

Why did you first interacted with x?

If they accomplished that initial goal in x and why or why not?

What were your first impressions?

Did you trial x first?

What were your impressions of x before making that first purchase?

How about after your first purchase?

Personal Info

Gender? – Find out first

Age?

Location?

Job Title?

Briefly describe your role?

Years in current position?

Education Level?

If applicable, what did you study?

In what Industry do you work? – Find out first, confirm

Size of organisation – Find out first, confirm

Size of department

Domain experience and knowledge

How would you describe your knowledge about x?

Tell me a bit about what you do: industry, business size, role, and so on

Can you walk me through your average day?

Do you work remotely or in office?

What other Web apps you’ve used for completing your daily tasks?

When and how often do you use other web apps?

What do you like/dislike about the other apps?
Familiar Technologies

What operating system do you actively use? Work/personal  – Windows 7, Windows Vista, Windows XP or earlier, OSX, Linux, Windows 8, Other (please specify)

What kinds of setup do you actively use? Work/personal  – Desktop w mouse, Desktop w trackpad, Laptop with external mouse, Laptop with trackpad, Other (please specify)

What is your monitor setup? Work/personal  – Single Monitor, Dual Monitor, 3 Monitors, 4+ Monitors

What desktop browsers do you actively use? Work/personal  – Chrome, Internet Explorer, Firefox, Safari, Other (please specify)

How many email addresses do you have? Work/personal

What email client do you use? Work/personal  – Outlook, Thunderbird, Gmail, Osx mail, Other (please specify)

What mobile phone do you own? Work/personal  – iPhone, Android, Windows, Blackberry, Other (please specify)

Which tablets do you own? Work/personal  – Ipad, Android, Kindle, Blackberry Playbook, Other (please specify)

How do you most commonly use your tablet(s)? If applicable

What instant messaging platforms do you use daily? Work/ personal  – Gchat, Facebook, ICQ, Jabber, Skype, AIM, MSN, Other (please specify)

What social media networks are you on, and how do you use them? Actively contribute/ Just consume/ Don’t use it  – Google+, Facebook, Twitter, Linkedin, Yammer, Instagram, Pinterest, Other (please specify)

Do you have an intranet and if so what is it?

Do you actively use any of following sites/SaaS products? – Jira, Confluence, Salesforce, Google Docs, Google Calendar, Office 365, Dropbox, GotoMeeting / Cisco Webex / join.me, Flickr, Wordpress / Drupal / Blogger, Others (please specify)

Goals and behaviours

What did you do on your most recent visit to the app—step by step

What is your typical process when visiting the app, workflow etc

Do you focus on one thing at a time, carrying it through to completion, or are there a lot of interruptions?

Why do you use our product in the first place?

Which features or content do you use the most / least and why

Things you’d like to do on the app but can’t

Things  you wish were easier or different

How, when, and why do you use a different channel instead of x  (email, phone, physical location, etc.)

What types of projects have you used x for? – check app first, give examples

What’s your typical process for a project like this? (planning, content,  graphics, approval, send)

What is involved with each step of the process (As above)

Have you used the app to create your own campaigns? What did you think of that experience? – find out first, confirm

Have you ever called or emailed x? For what? How did that go? – check salesforce, confirm

Attitudes and motivators

How you’d describe x to a friend

What would influence you to use x more

Overall, how would you describe what it’s like doing business with x? (adjectives)

What do you like best about x?

What do you like least about x?

When you complete a task, how important to you is easy-to-use (from 1, not at all important to 5, extremely important)? Why?

Is there anything else that’s important to you?

Do you get emails from x? – find out first – Are they useful?

Do you use the success community? Do you find it useful?

Do you feel like you have a good sense of everything that x offers?

Opportunities

How they respond to new ideas/features/content that the app is considering

How often they would use the new features, and why

Of all the things discussed, what the most important improvement is

Are there things you can’t do with x that you would like to do?

Is there anything else that would make your life easier?

How likely would you be to use the following things if they were available? (List of features to test)

Have users walk you through their typical process. Give them an open-ended question and let them talk for as long as possible. Slow them down and have them cover every step.

To be used to help reinforce phone conversation above, to be sent as a survey

How often do sign into x?

Daily, weekly, monthly, never.

How tasks do you complete on a monthly basis?  

Do you collaborate with anyone else when completing a task  and if so can you describe your role?

Gender

Male

Female

Age

16-20

21-30

31-40

41-50

51-65

Location

Job Title

Briefly describe your role

Years in current position

<1

1-2

2-5

5+

Education Level

If applicable, what did you study?

In what Industry do you work?

Size of organisation

Size of department

Do you work remotely or in office?

What operating system do you actively use? Work/personal

Windows 7

Windows Vista

Windows XP or earlier

OSX

Linux

Windows 8

Other (please specify)

What kinds of setup do you actively use? Work/personal

Desktop w mouse

Desktop w trackpad

Laptop with external mouse

Laptop with trackpad

Other (please specify)

What is your monitor setup? Work/personal

Single Monitor

Dual Monitor

3 Monitors

4+ Monitors

What desktop browsers do you actively use? Work/personal

Chrome

Internet Explorer

Firefox

Safari

Other (please specify)

How many email addresses do you have? Work/personal

What email client do you use? Work/personal

Outlook

Thunderbird

Gmail

Osx mail

Other (please specify)

What mobile phone do you own? Work/personal

iPhone

Android

Windows

Blackberry

Other (please specify)

What tablets do you own? Work/personal

Ipad

Android

Kindle

Blackberry Playbook

Other (please specify)

How do you most commonly use your tablet(s)?

What instant messaging platforms do you use daily? Work/ personal

Gchat

Facebook

ICQ

Jabber

Skype

AIM

MSN

Other (please specify)

What social media networks are you on, and how do you use them? Actively contribute/ Just consume/ Don’t use it

Google+

Facebook

Twitter

Linkedin

Instagram

Pintrest

Other (please specify)

Do you have an intranet and if so what is it?

Taking into account all companies you deal with, how often does it feel like you’re asking someone for support?

Daily

Weekly

Every couple of weeks

Monthly

Hardly ever

Please rank how you get support from companies: Often/ occasional/ tried it once/ never

Phone

Email

Live Chat

Twitter

Facebook

Online form

Forum

In store

Do you actively use any of following sites/SaaS products?

Github

Jira

Confluence

Salesforce

Google Docs

Google Calendar

Office 365

Dropbox

GotoMeeting / Cisco Webex

Mint.com

Flickr

MailChimp

WordPress / Drupal / Blogger

Others (please specify)

Do you use password management? (LastPass, KeePass, OnePass, etc)

Would you like to partake in future usability studies to help us improve our software?

Possibilities

Why did you choose our product over other solutions?

Price

Design

Customer support

Features

All of the above

Other, please specify

Please rate your satisfaction (very satisfied, satisfied, neutral, dissatisfied, very dissatisfied) on the following items:

Customer support

Features

Design

Ease of use

What do you value most in our product?

Are you somehow dissatisfied with our product?

What do you like least?

Would you recommend our product to a friend?

What is the single most important feature or improvement you would like to see in our product?

What kind of improvement of a feature would attract you to use our product more often?

Further reading

http://uxmag.com/articles/persona-grata

http://www.usability.gov/how-to-and-tools/methods/personas.html

http://www.ux-lady.com/diy-user-personas/

https://medium.com/@paulfarino/archetypes-not-personas-2e32c8306112

http://www.interaction-design.org/encyclopedia/personas.html

http://uxmag.com/articles/using-proto-personas-for-executive-alignment

http://www.measuringusability.com/blog/personas-ux.php

http://www.uxmatters.com/mt/archives/2010/10/using-personas-during-design-and-documentation.php

http://whenittakesmorethan140.wordpress.com/2012/10/15/uxpersonaresearchsurveyresults/

http://www.uie.com/brainsparks/2012/07/20/whitney-quesenbery-the-characteristics-of-effective-personas/

http://boxesandarrows.com/files/banda/long-live-the-user/Mulder_TheUserIsAlwaysRight_Ch3.pdf

http://www.gorilla-ux.com/2014/03/24/dynamic-personas/

Advertisements