JCN12 Using personas-in-service-design-intranet

Using personas in service design - intranet

Tuuli Aalto-Nyyssönen

Jira and Confluence Nordic conference 25th October 2012 in Helsinki, Finland

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Personas are just one part of the service design process…

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Feature oriented vs. user first approach

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Feature oriented vs. user first approach

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Feature oriented vs. user first approach

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User-friendly approach is a service design mindset.

Think differently.

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Using personas – practical info

Using personas in service design:

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What are personas?

”… user-centered design, personas are fictional characters created to represent the different user types within a targeted demographic, attitude and/or behavior set that might use a site…”” Personas may also be used as part of a user-centered design process for designing software and are also considered a part of interaction design (IxD).””.. in most cases, personas are synthesized from data collected from interviews with users. ”Wikipedia: http://en.wikipedia.org/wiki/Persona_(user_experience)

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Benefits of using personas

• User first approach comes naturally• Creates human fact to users and roles• Easy to remember the user during the whole

process (design implementing release refine)

• Easy for the whole team to understand and use for refining ideas and features

• Helpful when prioritizing features• Great test profiles for your intranet!

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Persona description contains (intranet design)

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#1 Know your target audience and define user roles

Using personas in service design:

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… and recognize the most important user groups…

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Map of target audience

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Define user roles

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#2 Make fictional fact-based personas to describe vital users

Using personas in service design:

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First make a short poll for your intranet users

• Make it short! 3-10 question max!• Ask for information you really can use • Numeric values are good for measuring your

success in long term but numbers don't bring value in the beginning of the design process

• Make time to process the answers thoroughly• Ask for volunteers… end user testing, detailed

interviews etc.• …

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Interview vital user groups.

”This one is important for us! A team leader!”

Interview vital user groups.

”This one is important for us! A team leader!”

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This is me (hi!), climbing up This is me (hi!), climbing up Ambientia’s Turku office stairs and Ambientia’s Turku office stairs and taking the first picture with my new taking the first picture with my new iPhone 5 and sharing it to Twitter…iPhone 5 and sharing it to Twitter…

Team leader

Gender, Age

Devices, Skills

Other apps in

use?

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… … travel a lot…travel a lot…

Behavior patterns

Limitations

Location!

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This is what our team does during This is what our team does during workdays…workdays…

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a banana

TabletMobile

Desktop

SkillsWork

related goalsInterested

in…

What I really like is…Great flow feeling in general! To be able

to make things ready! To have comments right

away!

Great flow feeling in general! To be able

to make things ready! To have comments right

away!

To find all important material

in one place (tagged!). Easy

share!

To find all important material

in one place (tagged!). Easy

share!

To use whatever device available to read and edit work

related material.

To use whatever device available to read and edit work

related material.

Easy way to contact everyone instantly.

To see who is online.

Easy way to contact everyone instantly.

To see who is online.

Good coffee. Old coffee makes me go

Good coffee. Old coffee makes me go

……

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What I really hate is…

Loads of email blocking my work

flow!

Loads of email blocking my work

flow!

Disruptions during our teams daily

meeting.

Disruptions during our teams daily

meeting.

When I can’t open files in train because VPN does not work!

When I can’t open files in train because VPN does not work!

……

Having a great blog post idea but not having any time

writing it

Having a great blog post idea but not having any time

writing it

When I can’t stamp my working hours

in train.

When I can’t stamp my working hours

in train.

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If sky was the limit I would…

Not recieve any emails – just use

instant messaging!

Not recieve any emails – just use

instant messaging!

I would like file and material sharing to be easy as dropbox!

I would like file and material sharing to be easy as dropbox!

JIRA-tasks would appear with one

click!

JIRA-tasks would appear with one

click!

I could share my Skype history

directly to Confluence

I could share my Skype history

directly to Confluence

I could stamp my working hours with my mobile phone.

Anywhere. Anytime!

I could stamp my working hours with my mobile phone.

Anywhere. Anytime!

……

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My organization wants me to…

Entry my working hours and check my teams workig hours

while doing it.

Entry my working hours and check my teams workig hours

while doing it.

Share knowledge about my field of

expertise to everyone.

Share knowledge about my field of

expertise to everyone.

Inspire my team to make great

achievements!

Inspire my team to make great

achievements!

Inspire my team to write great blog

posts!

Inspire my team to write great blog

posts!

Keep my customers well informed about

ongoing projects

Keep my customers well informed about

ongoing projects……

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… in freetime?… during workday?

… in our current intranet?… in our ERP?

… in our other tools?… life goals?

… work related goals?…

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#3 Make the most of this data. Use it to make requirements and

to plan features.

Using personas in service design:

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Prioritize. Prioritize. Prioritize.

I would like file and material sharing to be easy as dropbox!

I would like file and material sharing to be easy as dropbox!

To use whatever device available to read and edit job related material.

To use whatever device available to read and edit job related material.

Easy way to contact everyone instantly.

To see who is online.

Easy way to contact everyone instantly.

To see who is online.

Use pictures and fictional names to make the persona easier to remember!

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Tuuli, team leader

Refine: use methods like user stories, use cases etc.

• ”As a intranet user I want to be able to add big files (like Power Point slideshows, pictures, pdf's etc.) with drag'n'drop style.”

• ”As a intranet user I want to be able to edit files in offline mode.”

I would like file and material sharing to be easy as dropbox!

I would like file and material sharing to be easy as dropbox!

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#4 Test the intranet with real people used behind personas.

Use protos and mock ups in early stage of development.

Using personas in service design:

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Use prototypes to test the user experience before hand

How can I add these pictures to our

intranet? Where to drag’n’drop?

How can I add these pictures to our

intranet? Where to drag’n’drop?

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#5 Monitor and ask for feedback! Refine and update personas to

make better user experience for your audience.

Using personas in service design:

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Using personas (intranet desing) – practical info 1-5:

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Questions?

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Concept Designer at Ambientia

Phone: +358 44 331 4648

Email: tuuli.aalto-nyyssonen@ambientia.fi

Twitter: @turkutuuli

Tuuli Aalto-Nyyssönen