As we begin to value the importance of user-centered design, we must look for ways to both strengthen empathy and get closer to our customers.
Speaking to customers about their experiences of using our services is a great way to gain insight into our services. Creating user personas which represent these customers is an excellent way to maintain this relationship and inform decisions.
Formats of personas vary, but generally resemble a “fictional” user profile of someone who would use your service, with an image, name, age, gender and some personal information specific to the project.
The personas content is based on what we already know about our customer’s goals and behaviours. Ideally, we would also add insights we have gained from interviews and analysis of customer feedback.