Conduct User Analysis and Profiling (7.5%) Flashcards
What is a user role/ user group
Homogenous group of people with a common interest
Why is user role analysis useful?
Developing an understanding of how a “user” engages with a business area or service.
How can user roles be broken down?
Personas
Why are personas useful?
More specific than“user”
Analyse individual journeys and characteristics
Improve accessibility and inclusivity
Provide a level of realism
What should a customer journey map contain?
Role
Persona
Persona Goal
Stages
Touchpoints
RAG Assessment
Emotional Response
Potential Opportunities
When should a customer journey map start/finish
Starts before the customer interacts with the system and finishes after
Why are customer journey maps useful?
Helps identify requirements in practice (from improvements)
Process
Customer perspective
CX
