Prepare for the assignment by considering an experience you (or others) have as a user of a current IT product, service, or system

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As stated, it is assumed that personas are much more effective if they start with a single, actual person as the model.

1. Prepare for the assignment by considering an experience you (or others) have as a user of a current IT product, service, or system. The experience must be complex enough to generate pains and gains.

2. Although we are starting with the customer profile, there is an expected design solution to consider later. The more salient the experience, the better.

3. Set the scene. Where did the experience take place? What is the context (e.g., hospital, classroom, work, vacation)?

4. What goal is/are the customer(s) trying to accomplish?

5. Create a customer profile (jobs, pains and gains). The customer can be about: (1) you as the main customer segment, (2) someone you know who you interview, or (3) more than one person in your department, unit, household who you can interview.

6. From the customer profile, write at least one persona to provide the design team a good mental model of the customers you got to know.

 

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