Genuine Parts Company Develops Personas to Improve CX and EX

GPC Persona Casestudy

METHODOLOGY

GPC followed a three-step process.

Research: Extensive market research and data analysis were conducted to identify customer and employee demographics, behaviors, and preferences. Persona Development: GPC developed comprehensive profiles representing different customer and employee segments using the collected data. Each persona captured specific attributes, goals, and pain points.

User Journey: During the interview we collected data including Triggers, Actions, Pain points, Opportunities, and Emotional Sentiment.

Persona Validation: The personas were validated through interviews and surveys to ensure accuracy and relevance.

SUCCESS METRICS

Customer Satisfaction: After incorporating user personas, GPC witnessed a 35% increase in customer satisfaction scores, indicating that customers felt their needs were better understood and addressed.

Employee Engagement: By recognizing the needs of employees through user personas, GPC experienced a 25% increase in employee engagement levels. Employees felt valued and appreciated, leading to improved productivity and loyalty.

CONCLUSION

GPC's utilization of user personas revolutionized their ability to understand and serve their customers and employees effectively. Implementing user personas led to heightened customer satisfaction and improved employee engagement. By empathizing with their target audience, GPC has been able to tailor their products and services, ultimately leading to greater success in their industry.