Strathcona.ca

Personas

Goals

Generate common understanding and build empathy with how people in the County use the website to find programs and services. Especially demonstrate how people’s needs expand beyond a single department’s offerings.

APPROACH

We gathered examples of people from talking to co-workers, CSRs, front-workers  and based on responses to yearly County surveys. We then created a few personas to represent real people in the community.

Outcomes

The personas were useful in reminding our staff how people need more than one single department’s offerings, and we keep referring back to these personas and adding to the mix when we feel the need. It helps us think of cross-department content integration and promotion.

ARTIFACTS

Personas

TOOLS

Microsoft Word, Adobe Illustrator

TEAM DYNAMICS

Developing the personas was a solo project to give me a tool to facilitate conversations with content owners across 18 departments. Data was derived from work done in other projects.