The goal is to develop a precise description of your user(s) and what he wishes to accomplish. A good persona will enable you to build a product that solves a real problem and that people love.
- What motivates the users?
- Why are they really using the system?
- What are they really trying to accomplish?
Personas Should Contain
- Attitudes (related to your context)
- Behaviors & Tasks (in your context)
- Demographic Info (brief just to help "humanize" them)
- Skill level
- Scenarios (not all but perhaps the highest priority, most common or most telling about their needs)
There are a variety of persona formats along with the information they contain. This list describes a basic set of information to include in your persona. See Persona Formatfor more examples of data to include in your persona.
- Goals (not Tasks) - Goals are the reasons users perform tasks. Tasks change as technology changes but the underlying goals remain stable. Users may have a variety of kinds of goals. Your project will drive the kinds of goals you want to capture. Some examples are:
- Practical Goals (e.g. avoid meetings, be efficient)
- Personal Goals (e.g. not feel stupid, get an adequate amount of work done, have fun)
- Business Goals (e.g. increase student enrollment, get good professors, quality education)
- Not means to an end - be careful to capture the end goals rather than goals that are a means to an end. A good test to decide if you have identified an end goal is to continually ask the question "why is this important?". If there is an answer, you have not identified the root goal yet. Some examples of "fake" goals are: save memory, save keystrokes, speed up data entry, be easy to learn, use cool technology or features. They may want to speed up data entry because they want to get out of the office on time and get home to their family. Or they may want to use cool technology because they want to be seen as the cool gadget guy on the cutting edge.
- Avoid a real person - create an archetype which allows you to describe a group of people with common goals, attitudes, contexts, etc. creating a persona based on just one person will focus on individual idiosyncrasies which will not lead to a widely usable system. See Persona Pattern Exercise below for more on this.
- Be precise and don't oversimplify - the details will matter. For instance, they may be a spend a lot of time texting friends and be a wiz at Facebook but get confused by multiple browser windows or tabs. You should not assume that because they do one thing well on the computer that translates to everything that can be done on computer.
- User persona not a buyer or manager (of users) persona - it is tempting to design for the person making the buying decision but they are usually not the person (people) that will be ultimately using the application. Managers don't always understand the details of how work really gets done which is critical to a good persona. Make sure to talk to the people that will be using the product, not just their manager.
- Personas are contextual - they should be specific to your particular problem space and application or service. This is a scoping issue and is a difficult balance to find. In today's world the lines are blurred between work and life and most people do multiple jobs which all affect each other. It is important to stay within you particular problem space as much as possible to enable focus.
- Expect 3 - 12 personas for an average size project - this is an average and the number really depends on your project specifics. Cooper, et al discuss the right number of personas in detail in the About Face books.
A Creation Process
Check out the Other Resourcessection for more perspectives and processes on the persona creation process.
Begin with Investigation
Ideally you want to visit potential users where they do their work. On the Fluid project we tend toward Contextual Inquiries since they give us an opportunity to ask interview style questions and watch users actually do their work. You can find information about a variety of other user research methods in the Design Handbook or on the web.
If you can, meet with everyone on the project: sponsors, managers, trainers, users to get a broad perspective of the the project goals & needs. You may decide to create personas for personas other than end users (see Persona Categories) to represent important perspectives or must haves needed to make the project successful. We will focus on end users personas here.
See User Research sections of the Design Handbook for more detailed information on gathering data about users.
Identifying Personas - Synthesizing the Raw Data
Now that you have all this rich, raw data from your investigation, what do you do with it? Raw notes are hard to digest and it is nearly impossible to jump right from raw notes to persona creation. Begin to digest your notes in phases.
Note that it can be very beneficial to do these exercises in the pair that did the research (assuming you had a research team).
- Summarize your notes
- Who are these people?
- Skills, abilities and interests
- Business goals
- Relevant personal goals
- Highly skilled developer who sounds like a dolphin?
- Technophobes who won't even look at a monitor?
- Something in between?
- How do they relate to technology?
Diagrams and instructions to come.... ]
A provisional persona is a persona created using historical, anecdotal, or statistical knowledge about a certain type of user, but is not based directly on patterns seen in user research. Provisional personas can be a helpful tool for capturing the team's knowledge about users when talking to actual end users isn't possible. However, they should be used with caution as they may not be entirely accurate or representative of the user population. When creating personas, we recommend performing some type of research with actual end users whenever possible.