Repurposing Personas

31 Mar 2008 - 4:00pm
6 years ago
1 reply
448 reads
achong
2006

Just wondering if anybody has found it useful to repurpose personas
that were created for a specific project into another area of the
company. I.e. have you successfully translated personas into something
that call center customer service reps can use to identify common
problems and possible solutions. Or get your frontline staff into the
headspace of a user to have empathy over a technology problem or
service.

Any tactical examples would be much appreciated or a good bashing on
why this shouldn't be done.

Thanks!

--
Adrian Chong
www.adrianchong.com/blog

Comments

31 Mar 2008 - 5:49pm
pixelnovae
2008

Adrian,

i think using persona's beyond their usual purpose is a great way to connect all employees to their customer base. It implies:

» company wide focus on finding solutions for specific problems and audiences
» knowledge of customer [economic] patterns and [purchasing] ideals/goals
» development of creative/out of the box thinking when it comes to meeting customer needs

my company tends to view persona's mainly as a driver of product design. but it also communicates such findings to all areas of the business to expand employee views. It seems like a no brainer really.

But where i think this idea falls apart is within "diverse cultural spaces"; where the ratio of your customer base is heavily mixed with different ethnicities. Persona's as a whole (in my opinion) tend to suffer from "lump-a-lities"; where behaviours over reach cultural differences.

And lets not even discuss international scenarios. hay caramba!

:)

--

Henry E.
email » pixelnovae at yahoo.com
ym+im » pixelnovae

----- Original Message ----
From: Adrian Chong <chongadrian at gmail.com>
To: IxDA Discuss <discuss at ixda.org>
Sent: Monday, March 31, 2008 3:00:38 PM
Subject: [IxDA Discuss] Repurposing Personas

Just wondering if anybody has found it useful to repurpose personas
that were created for a specific project into another area of the
company. I.e. have you successfully translated personas into something
that call center customer service reps can use to identify common
problems and possible solutions. Or get your frontline staff into the
headspace of a user to have empathy over a technology problem or
service.

Any tactical examples would be much appreciated or a good bashing on
why this shouldn't be done.

Thanks!

--
Adrian Chong
www.adrianchong.com/blog
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