Personas: Designing Engaging Content for Customer Intimacy
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Personas: Designing Engaging Content for Customer Intimacy

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Donn DeBoard

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Personas: Designing Engaging Content for Customer Intimacy Personas: Designing Engaging Content for Customer Intimacy Presentation Transcript

  • Personas: Designing engagingcontent for customer intimacyDonn R. DeBoardMid-Atlantic Technical Communication SummitMarch 26, 2011
  • About the presenter25 years in technical communications, specializing in software documentationSenior Information Developer,Vertex Inc. in Berwyn, PA2011 STC Associate FellowMultiple STC Summit Awards over 10 year periodJudge in local and international STC Summit Awards over 12 year periodInformation Architecture InstituteUsability Professionals Association3/26/2011 22011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • What about youShare a little aboutyourself.Share your reasons forcoming to thisconference.Any first time attendeeshere.Share your expectationsfor this session.Click to edit Master text stylesSecond levelThird levelFourth levelFifth level3/26/2011 32011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • AgendaWhat are personas?Documentation development lifecycle andpersonasPersonas and shared understandingPersonas and customer intimacyPersona development lifecycleAn example personaQuestions & answers3/26/2011 42011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Defining termsUser experience (UX) –"apersons perceptions andresponses that result fromthe use of a product, systemor service.” (ISO 9241-210).Customer intimacy – closepartnership, intertwinedrelationship (DNA).Preferred content – contentof first choice.3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 5Click to edit Master text stylesSecond levelThird levelFourth levelFifth level
  • What are personas?•Introducing personas•Why are personas important?•The missing link•Technical Communication Body ofKnowledge (TCBOK)3/26/2011 62011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Introducing personasLike characters on astage, personas are notactual people.“Personas are fictitious,specific, and concreterepresentations of targetusers.” (Aldin/Pruitt)Personas help address theneeds of a large group ofcustomers by focusing ona fictional representation.3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 7Click to edit Master text stylesSecond levelThird levelFourth levelFifth level
  • Introducing personasPersonas are User-Centered Design tools that puta face on your user. Personas illustrate a user’sstory using your product, service, or content.“Summarize your user research findings tounderstand your target audience.” (Jahagirtdar andMartin)“Represent a type of user. Includes a concisesummary of general characteristics of the user,goals and tasks, and pain points.” (UPA-BOK)3/26/2011 82011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Persona communityCommunity of people whouse your product, service, orcontent.Context and motivation.Primary persona.Secondary persona.Stakeholders persona.Focus on 1-3 personas,prioritized for importance.(Olsen)Click to edit Master text stylesSecond levelThird levelFourth levelFifth level3/26/2011 92011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Why are personas important?Technical communicatorsuse audience analysisand skill requirements.Skills to use software inperfect world.Focuses only on “what”users do, but not “how,”“when,” and “why.”Provides one dimensionalunderstanding.3/26/2011 102011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • The missing linkNo real-world context ormotivation.Missing the “day-in-the-life” description ofcustomer.Missing real-world factorsthat impact howcustomers use yourcontent (multiple projects,priorities, stress).3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 11Click to edit Master text stylesSecond levelThird levelFourth levelFifth level
  • Technical CommunicationBody of Knowledge (TCBOK)STC Technical CommunicationBody of Knowledge (TCBOK)http://tcbok.editme.com/PersonasSTC interviewed members tocreate personas. Fictionalrepresentations for STC TCBOK.Review the persona communityfor TCBOK.Show persona for SeniorTechnical Writer.Click to edit Master text stylesSecond levelThird levelFourth levelFifth level3/26/2011 122011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • A sampling of TCBOK PersonasCaroline Landry: LeadWriter in a Company Movinginto International MarketsConsuela Roehl: TechnicalCommunicator WhoseResponsibilities are BeingOutsourcedEric Hernandez: HighSchool Student PlanningTechnical CommunicationCareerJimmy Chin: College Student PlanningTechnical Communication CareerKate Watkins: Information DevelopmentManager Creating a TechnicalCommunication Department for theCompanyLinda Atesh: IT Practitioner Wanting toChange to a Technical Writer CareerRandy Green: Technical Writer Wantingto Stay Current3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 13
  • Caroline, Senior Technical WriterClick to edit Master text stylesSecond levelThird levelFourth levelFifth level3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 14
  • Caroline scenariosClick to edit Master text stylesSecond levelThird levelFourth levelFifth level3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 15
  • Caroline tasksClick to edit Master text stylesSecond levelThird levelFourth levelFifth level3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 16
  • Personas and TCBOK UXPersonas in TCBOK are:Development tool tocreate TCBOK.Navigation tool to helpusers find information.Personas are a bridgebetween target audience forTCBOK and content on site.3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 17Click to edit Master text stylesSecond levelThird levelFourth levelFifth level
  • A closer look: your thoughts?Questions?Comments?3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 18Click to edit Master text stylesSecond levelThird levelFourth levelFifth level
  • Documentation Lifecycle and personas•Beginning with personas•Sources for customer research•Stages of Documentation DevelopmentLifecycle (DDL)•Path to preferred content3/26/2011 192011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Beginning with personasCustomer research helpsframe your customer’sstory performing tasksusing your product,service, or content.What does a “day-in-the-life” of your customer looklike?Talk to customer-facingstaff to identify andunderstand customers.3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 20Click to edit Master text stylesSecond levelThird levelFourth levelFifth level
  • Sources for customer researchCustomer facing staff(Sales, Consulting,Product Support)Conference callsSocial mediaFocus groupsSurveysSite visitsDocumentation mailbox3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 21
  • StorytellingStories in UXExplain researchideas.Engage theimagination and sparknew ideas.Create sharedunderstanding.Persuade.(Quesenbery/Brooks)3/26/2011 222011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • StorytellingStories: Personas inmotionProvide context.Provide motivation/goals.Type of stories.Context or situation.Springboard stories(typical predicament).“Points of pain” stories.(Quesenbery/Brooks)3/26/2011 232011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Bill, the Programmer personaProgrammer’s GuideDesign, code, and test programs,systems analysis.Juggling multiple, high priorityprojects. Time is at a premium.Wants quick overview material withability to scan for details. Does notread dense material.Technology savvy, uses RSSs.Likes online help.3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 24Click to edit Master text stylesSecond levelThird levelFourth levelFifth level
  • Stages of Documentation Development Lifecycle (DDL)Requirements analysisDocumentation planningWritingReviewingProductionArchiving(Jahagirdar & Martin)3/26/2011 252011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Benefits of personasfor documentationFocuses writers on users andtheir goals.Encourages consensus amongstakeholders and SMEs forcontent and level of detail.Enables all stakeholders tomake better decisions.Provides ongoing connectionpoint to customers.(Jahagirdar & Martin)3/26/2011 262011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Path to preferred contentPersonas provide a morefocused view of customer.Your content can connectmore closely with real-worldcustomer work context.More focused contentenhances customer successin performing a real-time task.Click to edit Master text stylesSecond levelThird levelFourth levelFifth level3/26/2011 272011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • A closer look: your thoughts?Questions?Comments?3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 28Click to edit Master text stylesSecond levelThird levelFourth levelFifth level
  • Personas andshared understanding• Personas as prism of focus across yourorganization• Engage stakeholders in the fabric of personaattributes3/26/2011 292011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Personas as prism of focusacross your organizationArticulate antidotalknowledge aboutcustomer.Identify misconceptionsabout customer.Identify gaps inunderstanding customer.Breaks down silos ofcustomer knowledgewithin organization.Click to edit Master text stylesSecond levelThird levelFourth levelFifth level3/26/2011 302011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Engage stakeholders inthe fabric of persona attributesEncourages clear communication,open dialogue, and collaboration. aspart of customer service.Brings customers tostakeholder conversations forproduct decisions.All organizational stakeholderscan contribute to personas,based on their experience.3/26/2011 312011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Personas as tool forcustomer intimacy• Customer intimacy starts with personas• Personas as avenue for ongoing dialogue3/26/2011 322011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Customer intimacy startswith personasPersonas demonstrate youwant to understand thecustomer’s world on adeeper level.Personas show activecommitment to customersuccess.Personas show integrity ofeffort in applying knowledgeto design of product andservice.3/26/2011 332011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Personas as avenuefor ongoing dialogueCustomer dialogueencourages trust and a moreintimate partnership.Partnership with customeropens new avenues forinnovative solutions andincreased engagement.Co-develop product, services,or content with customercommunity.3/26/2011 342011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • A closer look: your thoughts?Click to edit Master text stylesSecond levelThird levelFourth levelFifth levelQuestions?Comments?3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 35
  • Persona Development Lifecycle• Persona family planning• Persona conception and gestation• Persona birth and maturation• Persona adulthood• Persona lifetime achievement, reuse, andretirement3/26/2011 362011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • 1. Persona family planningIdentify the businessproblem or need to besolved.Identify the user researchand data sources thatpaint picture of customer.Form cross-functionalteam to create personas.(Aldin/Pruitt)3/26/2011 372011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • 2. Personas conceptionand gestationDefine number ofpersonas needed.Define the qualities anddescriptive elements toinclude.Prioritize and validatepersonas.Decide when personasare complete.(Aldin/Pruitt)3/26/2011 382011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • 3.Personas birth and maturationUCD: Include needs and wantsof end users of a product orservice at each step of thedesign process.Introduce personas and themethod for creating them toyour organization.Maintaining foundationdocuments to track evolutionof personas.(Aldin/Pruitt)3/26/2011 392011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • 4. Personas adulthoodUse personas in supportof your product orservice:Design.Development.Evaluation.(Aldin/Pruitt)3/26/2011 402011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • 5.Personas lifetime achievement,reuse, and retirementMeasure success ofpersona effort in yourproject.Evaluate any reusepossibilities.Revise personas, asneeded.Retire personas, asneeded.(Aldin/Pruitt)3/26/2011 412011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • A closer look: your thoughts?Click to edit Master text stylesSecond levelThird levelFourth levelFifth levelQuestions?Comments?3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 42
  • A persona example•Hang’em High (HEH) for the iPad•A brief walk-through for creating andapplying personas3/26/2011 432011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Clark Software Inc.About ClarkClark Software Inc. is a LosAngeles-based company thatspecializes in game software.Clark is among the top 15 gamingcompanies in U.S.Clark wants to broaden globalcustomer base.Research shows a new hangmancraze that is the latest rageamong college students.Click to edit Master text stylesSecond levelThird levelFourth levelFifth level3/26/2011 442011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Hang’em High (HEH) for the iPadClark’s Family PlanningClick to edit Master text stylesSecond levelThird levelFourth levelFifth levelIdentify business anduser experience goalsfor HEH.Identify brand goals forHEH.Identify importantdifferentiators for HEH.Millennial generation(born in the 1980s andare now ages 18-28) aretarget audience.3/26/2011 452011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • 1. Family Planning forHang’em High (HEH)Business goals:Create initial downloadsof 500K in first week.Capture 20% U.S.college market by yearend.Capture 10% Europeancollege market by yearend.User experience goals:Engaging entertainmentplus increasingly complexlearning levels.Interactive andchallenging: Play againstiPad or another person.Introduce unexpectedtreats or “Easter eggs”within levels of play.3/26/2011 462011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • 2. Persona conceptionfor Hang’em High (HEH)Identify ad hoc personas.Use baseline knowledge andexisting assumptions abouta target user.Starting point forconversation.Confirm and adjust as yougather more user data.Add target user needs andwants.(Aldin/Pruitt)3/26/2011 472011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Ad hoc personas forHang’em High (HEH)Stage of life How games fit inCurrent collegestudent.Recent collegegraduate or newprofessional in earlystages of career.Young professionalwho has been workingfor 3+ years.Occasional game player.Social or recreationalgame player.Competitive game player.Obsessive game player.3/26/2011 482011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Persona conceptionfor Hang’em High (HEH)Gather data about targetuser.Process source dataabout target user.Demographics.Technological.Internet usage.Environments.Lifestyle.Roles.Goals.Needs.Desires.Tasks. (Jahagirdar andMartin)Click to edit Master text stylesSecond levelThird levelFourth levelFifth level3/26/2011 492011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Cluster data into categoriesKey demographicassumptionsKey assumptionsabout gamesMillennials are very techsavvy and expecttransparency in accessingvarious technologies.A very wired generation.Millennials want highinteractivity andengagement with the use oftechnology.(S. Klime)Video games, iPads,cell phones: gamesare available anytime,anywhere.High level ofinteractivityNeed a high level ofthe unexpected duringgame.Social event for many.3/26/2011 502011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Persona conceptionfor Hang’em High (HEH)Create skeletons.Skeletons are short, bulletedlist of data for each categoryof user.Skeletons :Help you transition tospecific details.Demonstrate key findingsof userresearch/discussions tostakeholders.(Aldin/Pruitt)3/26/2011 512011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Skeletons for Hang’em High (HEH)Tom, current college student:Male, age 18-21.Talks games with friends - socialforum.Play games with friends, mostlyremotely through iPad.Uses iPad to access Internet onthe go.Games are almost around theclock entertainment alone or insmall groups.Ann, young workingprofessional:Female, age 21-24.Played more games incollege, now onlyoccasionally or with her oldcollege friends.3 + years work experience.Beginning to focus oncareer.3/26/2011 522011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Persona gestationfor Hang’em High (HEH)Prioritize skeletons.Gather stakeholders together toprioritize skeletons againstbusiness goals.Some key factors to evaluate:Frequency of use.Size of market.Historical or potential revenue.Strategic importance.(Aldin/Pruitt)3/26/2011 532011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Persona gestationfor Hang’em High (HEH)Tom, current collegestudentAnn, young careerprofessionalClark stakeholders indicatethat Tom:Is typical of their gamingcustomers demographic.Fits in to Clark’s “Games-on-the-Go” campaign.Represents a greatrevenue opportunity.Clark stakeholders indicate thatAnn:Is a more secondarydemographic.May fit into Clark’s “Games-on-the-Go” campaign with afocus on workingprofessionals.Represents a growth area forClark.3/26/2011 542011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Persona gestationfor Hang’em High (HEH)Clark stakeholdersselected Tom as theprimary persona.Develop Tom skeletoninto a persona.Tom persona issnapshot of this typeof user.3/26/2011 552011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Persona gestationfor Tom (HEH)Tom skeleton Tom, sketch personaTom, college student, age 18-25Talks games with friends -social forum.Play games with friends,mostly remotely throughiPad.Uses iPad to access Interneton the go.Almost around the clockentertainment alone or in smallgroups.Tom, 19, is a sophomore college student.He is a marketing major, which combines hisenergy for connecting with people with ahunger to use the latest technologies.Tom goes to the Student Union betweenclasses and plays HEH with friends acrosscampus. He has a bet with a friend that hecan reach HEH advanced level 5 today.3/26/2011 562011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Persona gestationfor Hang’em High (HEH)Validate personas.Review against original datasources.Customer facing employeesor internal experts in yourorganization.Representative users canreview each persona.Site visits for reality checks.Survey or interviews.(Aldin/Pruitt)Click to edit Master text stylesSecond levelThird levelFourth levelFifth level3/26/2011 572011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • 3. Persona Birth and Maturationfor Hang’em High (HEH)First steps with personasIntroduce User Centered Design(UCD) and concept/benefits ofpersonas.Target audience for HEH:DevelopmentMarketingExecutive LeadershipDocumentationAssign a handler or manager foreach persona.Team feedback enhances personadetails.(Adlin/Pruitt)3/26/2011 582011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Persona Birth and Maturationfor Hang’em High (HEH)Get ready for personas!Create some energy aboutpersonas within your company.Posters or give-awaysOne-page persona descriptionsPersona communicationconstellation - show how productor service connects to personas.Create central repository for apersonas.Executive summary map.(Adlin/Pruitt)3/26/2011 592011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • 4. Persona Adulthoodfor Hang’em High (HEH)Introducing TomThe Tom persona becomes anactive participant in product,service, or content design.The Tom persona should beused in:Product planningExploring design decisionsEvaluating design decisionsSupporting the product(Adlin/Pruitt)3/26/2011 602011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Persona Adulthoodfor Hang’em High (HEH)Tom and documentationYou’re creating help for HEHapplication.Use Tom for a reality check.Based on Clark research, Tomwouldn’t want:Large help system.Cumbersome guide in PDFformat.Paper job aids.Click to edit Master text stylesSecond levelThird levelFourth levelFifth level3/26/2011 612011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Content for TomInteractive, game-like help.Deliver content via RSS,web, or Twitter.Short content snippets –searchable FAQs.Online community of HEHgamers.Ability to contribute hiscontent to help.Short videos – Tom is a bigYouTube fan.3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 62Click to edit Master text stylesSecond levelThird levelFourth levelFifth level
  • 5. Persona lifetime achievement and retirement for Hang’em HighEvaluate ROI for personas inproject:Were personas helpful?Has user focus improved?Has product improved?Has process improved?Actual cost for developingpersonas?Reuse, revise, or retire?(Adlin/Pruitt)3/26/2011 632011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Persona lifetime achievement andretirement for Hang’em High(HEH)Tom served Clark Softwarewell. They have becomemore user-centered as acompany.Clark Software processesand individual teamdecisions were much morefocused and deliberate.Clark saved a lot ofdevelopment resources anddelivered a better product.Click to edit Master text stylesSecond levelThird levelFourth levelFifth level3/26/2011 642011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • SummaryWhat are personas?Documentation development lifecycle and personasPersonas and shared understandingPersonas and customer intimacyPersona development lifecycleA persona example3/26/2011 652011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • Questions & AnswersThanks for yourattention andconversation.Any questions orcomments?Click to edit Master text stylesSecond levelThird levelFourth levelFifth level3/26/2011 662011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • My contact informationl You are welcome to contact mewith questions and comments.l Email:donn.deboard@vertexinc.coml LinkedIn:http://www.linkedin.com/in/donndeboardl Twitter: @donndeboardClick to edit Master text stylesSecond levelThird levelFourth levelFifth level3/26/2011 672011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • For More Information(No byline). “Storyboards, scenarios, Design Personas. ”Design Crux.http://www.dessigncrux.netfirms.comn/designex_storyboard.html.Adlin, Tamara and Jon Pruitt. Persona Lifecycle: Your Guide to Building andUsing Personas, Morgan Kaufmann and Elsevier, Inc. 2010.http://www.elsevierdirect.com.Cooper, Alan. “Journal: A blog about design, business, and the world we live in.”http://www.cooper.com/journal;/204/`1/using_personas_to_create_user.html.3/26/2011 682011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • For More InformationEizans, Daniel. “Context as a Content Strategy,”Internet User Experience 2010, July 26, 2010.http://www.slideshare.net/danieleizans/context-as-a-content-strategy-creating-more-meaningful-web-experiences-through-contextual-filtering.htm.Hughes, Mike. “Personas as User Assistance and Navigation Aids.” UXMatters,http://www.uxmatters.com/mt/archives/2010/06/personas-as-u-assistance-and-navigation.html.3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 69
  • For More InformationInteraction-Design Encyclopedia http://www.interaction-design.org/Jahagirtdar, Niranjan and Arun Joseph Martin. “Using Personas During Designand Documentation,” UX Matters, October 18, 2010.http://www.uxmatters.com/mt/archives/2010/10/using-personas-during-design-and-documentation.htm.Kissane, Erin. “A checklist for Content Work,”March 8, 2011. http://www.alistapart.com/articles/a-checklist-for-content-work/.3/26/2011 702011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • For More InformationKlime, Susan. “Engaging the Millennial: Augmented Reality and the WiredGeneration.” AOL/Luxlist. February 1, 2011.http://www.luxist.com/2011/02/01/engaging-the-millennial-augmented-reality-and-the-wired-generat/Lepore, Traci. “Personas: Explorations in Developing Deep and DimensionedCharacter,” UXMatters, August 23, 2010,http://www.uxmatters.com/mt/archives/2010/08/personas-explorations-in--developing-a-deep-and-dimensioned-character.html.3/26/2011 712011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)
  • For More InformationLepore, Traci. “What’s My Persona: Developing Deep and DimensionedCharacter,” UXMatters,September 7, 2009,http://www.uxmatters.com/mt/archives/2009/09/whats-my-persona-developing-a-deep-and-dimensioned-character.htmlNeeman, Patrick. “Who’s Your Audience, Kenneth: The Value of Personas.”Usability Counts. November 10, 2008.http://www.usabilitycounts.com/2008/11/10/whos-your-audience-kenneth-the-value-of-personas.htm.3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 72
  • For More InformationOlsen, George. “Personas Creation and Usage Toolkit,” 2004http://www.interactionbydesign.com/presentations/olsen_persona_toolkit.pdfSpool, Jared. “Three important Benefits of Personas,” User InterfaceEngineering,http://www.uie.com/articles/benefits_of_personas.htmTechnical Communication Body of Knowledgehttp://stcbok.editme.com/3/26/20112011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011) 73
  • For More InformationUsability Body of Knowledgehttp://draft.usabilitybok.org/wiki/personaUsability.gov.http://www./Usability.gov/methods/analyze_current/personas.htmlWalsh, Patrick C. “Content Centered Design- A methodology (Part 2). July 13,2010.http://patrickcwalsh.wordpress.com/2010/07/13/content-centred-design-a-methodology-part-2/3/26/2011 742011 Mid-Atlantic Technical Communication Summit(Copyright Donn DeBoard, 2011)