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 help 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 credit card dispute case, you create a customer persona and a customer service representative (CSR) persona. The customer uses an elegant, consumer-grade mobile app interface, while the CSR 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 customer and the CSR can initiate a dispute from their respective interfaces. However, only CSR users should be allowed to view, advance, and resolve the dispute, so you assign the rest of the case to the CSR persona.

After you have mapped your case, you can adjust persona settings to include default interfaces, and create relevant access roles for your application in Dev Studio. 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.

• Providing persona-based access to a portal