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Service Design at KISK (2): Goal Oriented Personas

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AdamHazdra
AdamHazdra

Second lecture of Service Design Course at KISK FF Masaryk University in Brno. This time on personas and why to make them goal oriented as Cooper Design does.

Education
1 of 6
Goal-Oriented Personas Service Design Lecture 2 KISK FF MU Brno 8 October 2014
Last Time • Challenge and SCD were introduced • Teams were formed • Stakeholders were identified • Preparation for interviews was done • Interview goal was set
Today • New members will form teams • We‘ll review interview progress • Goal-oriented Personas will be introduced and identified • New goals will be set
Personas • Background • Education • Position • Experience • Tech habits • Life habits • Success/ Frustration • Segment Details • Quotes • Photo
Goal-oriented Personas • Goals to achieve with your service, both personal and professional • Criteria of success • Current experience and thigs she/he does • Things the persona would never do FAQs • How many? • How to start? • When they‘re finished and updated? • How to use them? Great reading on GOP The Inmates Are Running the Asylum by Alan Cooper, Designing for the Digital Age by Kim Goodwin and What Customers Want by Tony Ulwick.
Next Meeting • Everyone does another 3- 5 interviews that help perfect personas • Team does a Primary and Secondary persona and presents them to others • We‘ll focus on customer journeys 22 October from 1 to 4 PM at MZK

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Service Design at KISK (2): Goal Oriented Personas

  • 1. Goal-Oriented Personas Service Design Lecture 2 KISK FF MU Brno 8 October 2014
  • 2. Last Time • Challenge and SCD were introduced • Teams were formed • Stakeholders were identified • Preparation for interviews was done • Interview goal was set
  • 3. Today • New members will form teams • We‘ll review interview progress • Goal-oriented Personas will be introduced and identified • New goals will be set
  • 4. Personas • Background • Education • Position • Experience • Tech habits • Life habits • Success/ Frustration • Segment Details • Quotes • Photo
  • 5. Goal-oriented Personas • Goals to achieve with your service, both personal and professional • Criteria of success • Current experience and thigs she/he does • Things the persona would never do FAQs • How many? • How to start? • When they‘re finished and updated? • How to use them? Great reading on GOP The Inmates Are Running the Asylum by Alan Cooper, Designing for the Digital Age by Kim Goodwin and What Customers Want by Tony Ulwick.
  • 6. Next Meeting • Everyone does another 3- 5 interviews that help perfect personas • Team does a Primary and Secondary persona and presents them to others • We‘ll focus on customer journeys 22 October from 1 to 4 PM at MZK