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. The following figure shows the job application review case with job candidate and HR worker personas, assigned to relevant stages:

By keeping your personas, access groups, and interfaces parallel, you make the case flow more transparent and adaptable to future changes.

The following figure shows a matrix in App Studio that you can conveniently use to define portals and pages that each persona in your application can access:

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.

• Associating personas with channels

  To ensure that the participants of your Microjourney interact with your application in the most relevant way, create draft relationships between personas and channels. When you associate personas with channels, you clearly visualize what means of communication your development team needs to implement to deliver an efficient and flexible application.

• 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 User Portal portal.

• Configuring access options for a persona

  Ensure that users in your application can perform actions that are relevant to their role by defining what options are available to specific personas. By configuring access on a persona level, you accelerate your application development because you configure options for entire groups of users.

• Creating personas with developer portal access

  To deliver a flexible application that is useful even in the complex and advanced scenarios, create personas that have access to developer portals, such as App Studio. When personas use developer portals, they can be involved in both creating and processing work.

• Providing information about application user

  Make your application more relevant to run-time users by providing meaningful data, such as personal and professional information. You can also define an organizational structure and assign skills and proficiency levels to users. As a result, reporting and routing capabilities in your application work more efficiently.

• Creating a Microjourney for customer success