You can manage users more intuitively through personas, which store comprehensive information about the roles and access rights of all of the stakeholders in a process.
Personas are a design tool that helps you group users according to the responsibilities that they assume within a process, the cases on which they work, and the channels that they can access. This grouping provides for a more granular level of control over the user experience, from defining which stages of a case belong to which type of user, to customizing the interface to include only the information that a specific role requires. You can create as many personas as you like, and use them as reference for building access groups in your application.
For example, when designing a job application review case, you create a job candidate persona and an HR worker persona. The candidate uses an elegant, consumer-grade mobile app interface, while the HR worker relies on a more utilitarian, task-oriented web portal with back-office functionalities. During the design process, you decide that both personas should have access to the first stage of the case, so that both the candidate and the HR worker can perform relevant actions from their respective interfaces. However, only HR workers should be allowed to view, advance, and resolve the case, so you assign the rest of the case to the HR worker persona.
By keeping your personas, access groups, and interfaces parallel, you make the case flow more transparent and adaptable to future changes.
The following table illustrates the configuration of personas in a credit card dispute:
Personas in a job application review case
|Persona||Channel||Interface type||Can resolve case||Access group|
|HR worker||Web||Case worker||Yes||Case worker|
What to do next: Create and implement personas in your Microjourney by completing the following tasks:
- Creating personas
For enhanced planning and understanding of your business processes, add participants to your Microjourney by creating personas. When you create personas, you group users by their responsibilities in a process, the channels that they can access, and the cases on which they work.
- Associating personas with case types
To clearly visualize the participants of your Microjourney, associate personas with case types in your application. By adding personas to a Microjourney, you communicate which users are involved in each phase of your business process, and which channels they can access.
- Granting personas access to channels and pages
Start your Microjourney by giving the personas that you create access to relevant portals and pages. By defining different types of access, you can monitor the actions that your team performs. For example, you can ensure that only the personas that represent managers can access the Case Manager portal.