Adding personas to organize users

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.

What to do next: Create and implement personas in your Microjourney by completing the following tasks: