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Customer Experience
Customer Personas
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Customer Personas

Keep customers front-and-centre during experience strategy planning, and CX design.

Becoming a customer-centric organization is easier to do when your entire organization comes face to face with its customers.We'll work with you to develop these powerful techniques that keep customers top-of-mind with everyone in the organization during design and development.

EXPERIENCE insights
  • What are our customer segment characteristics and behaviours?
  • Who are our customers and what are their experience goals?
  • What is a typical customer's onboarding lifecycle?
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HOW WE DO IT

  1. 1

    Through interactive workshops, we'll collaborate with you and your internal stakeholders plus staff to capture valuable in-house knowledge about your customers.

  2. 2

    We'll conduct external customer persona research with actual customers. Gathering both qualitative and quantitative data through interviews, surveys and diary studies, validating any assumptions, and gaining fresh insights.

  3. 3

    Next, we'll create and visualize customer personas that represent each key customer segment in a highly engaging way that brings the customer to life and keeps them front and center during subsequent design and development.

  4. 4

    Onboard other stakeholders to what personas are, how to use them effectively and start the ongoing management of persona insights and application in customer experience design.

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WHAT YOU GET

You'll benefit from our deep experience in customer persona research and their communication. You'll get:

  • Validation of assumptions about customers; clarity on customer motivations; and new insights into opportunities to surprise and delight customers during onboarding and purchase phases.
  • A customized visualization of customer personas that can be easily shared throughout your organization. This reference keeps the customers real and top-of-mind during experience planning, design, and development activities.
  • Shared clarity amongst team members on who your customers are, how they think, and what they need to make purchase decisions and achieve their goals.
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Our foundation
Experience thinking perspective

Experience Thinking underpins every project we undertake. It recognizes users and stakeholders as critical contributors to the design cycle. The result is powerful insights and intuitive design solutions that meet real users' and customers' needs.

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