Personas before stereotypes printouts

#pb4pixels @rosebotanic@thedxw www.dxw.com

Name:

Age

Occupation

From

Status

“

Photo of person

Photo of devices

Internet transactions

Online Media

Social Networks

Photo of motivation

Top need

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Top fears

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Business


Business Quantitative sheet

45% Windows

21% iOS

25% Android

83% New Users

1 min per session

58% Bounce rate

29% London

4% Manchester

2% Leeds

14% facebook referrals

11% Twitter referrals


Business Qualitative sheet

Quotes

“All I want is to have a steady year”

“If you work hard enough anything is possible”

“I want cold hard information”

“If there was a place you could go to meet other businesses… maybe even learn from their experiences that’d be great!”

“I spend quite a lot of time on google, researching and getting advice”

“You have to be careful, there are a lot of people out there pretending to offer advice or who will charge a lot for giving it”

“

Notes & Actions

Many business struggled in their first year

Lots of business owners were previously employed in business environment

Most business owners were prepared to spend time to understand other ways of making their business more effective

Smaller businesses are risk averse

Larger businesses are keen to find new ways to expand their business

Many businesses prioritise security and are aware of the latest trends and advice


Business Usability sheet

Quotes

“I like that it’s simple”

“I’m sure the information is there and I would find it if I had a bit longer”

“It happens to me all the time I’m like ‘Oh God I’ve used that before’ but I can’t remember where it was!”

“I need less tabloid and more broadsheet”

“Oh I was expecting something more dense”

“Is this site only for all businesses or just small ones? I’ve been running my business for a few years, I already know the basics otherwise I wouldn’t be in business”

“

Notes & actions

Double clicks on the boxes

Scrolls up scrolls down and settles on the top left hand side

No one investigated the content below the fold in any depth

All believed the content to be coming from the government

Only two people completed a transaction,

One participant persistently navigated away from the site to find what they were looking for


Housing


Housing Quantitative sheet

Windows - 50%

iOS 27%

Android - 16%

Mac - 4%

Apple iPhone (36%)

Apple iPad (25%)

Samsung GT-I9300 Galaxy S III (3%)

Samsung GT-I9505 Galaxy S IV (6%)

63% Returning Users

7 min per session

46% Bounce rate


Housing Qualitative sheet

Quotes

“I just want them to fix it”

“I always have to chase them to get anything done”

“The cleaners have really nice cars and I’m thinking how is it they can afford to have really nice cars?”

“My hours don’t always fit their hours, so they I end up calling the out of hours but they only handle emergencies”

“They maintain the properties really well it’s just when something unexpected happens it goes a bit pete tong”

“

Notes & Actions

Residents are generally satisfied and disengaged until something goes wrong

Residents aren’t aware of internal processes

Residents prioritise repairs

Residents are suspicious that maintenance services are not good value for money because of repeat visits

Residents like the staff in the call centre because of their friendly manner but are suspicious if their request is handled correctly


Housing Usability sheet

Quotes

“I like that it’s simple”

“I really like how I can call someone if I need to because sometimes it isn’t that straightforward”

“I like how I can just do it without having to be on hold and I know they will get back to me”

‘Everything you need to do is just there”

“Oh I didn’t see this bit I guess this is in case they need to get in touch with you?”

“I’m not sure where I would go because it could be in any of them really, let’s try this one”

Notes & actions




Everyone completed at least one transaction

Some participants were unsure how to categorise some problems

The fallen car park wall scenario implied criminal damage to some participants who wanted to request CCTV footage but unsure how


Health


Health Quantitative sheet

Windows - 73%

iOS- 17%

Android - 6%

29% London

14% Manchester

12% Leeds

58% New Users

2 min per session

70% Bounce rate


Health Qualitative sheet

Quotes

“Lots of things get named differently with health. I want to double check that I have the same understanding as them”

“I always google things before I ask someone just in case it’s me that’s got the wrong end of the stick”

“It’s very difficult to know who to get hold off and when I get hold of them what they do”

“I know they’re really busy and under a lot of pressure right now but it can take ages to find anything out”

“They probably have some procedure they need to go through”

“

Notes & Actions

Struggle to understand the organisation's structure

Struggle to differentiate levels of importance

Will do quite a lot of work before ‘giving up’

A need to have the same understanding of the words used by the organisation

Are very quick to refer to google to find out more information

If they have a bad experience they want to validate information to make absolutely sure everything is correct


Health Usability sheet

Quotes

“ I think a lot of people would just copy paste the whole webpage”

“There are like 50 sites I could go to but I’m never quite sure which one is the right one I have to remember.”

“I’m not sure if this is the one I’m thinking off but I know I’ve seen it before”

“I’m not really sure what this is about”

“I watch the news so I know that things are changing a lot but I’m not sure what that means for me”

Notes & actions




Clicks on each heading scanning the content for keywords

Takes a while for the participant to realise that they are on an external site after click the links

Isn’t sure of the purpose of this site in relation to other health sites

Design

Personas before stereotypes printouts