user research - tpximpact/f4-fsa-field-ops-discoveries-overview GitHub Wiki

User research is conducted to understand

• How key roles interact with the service
• What their goals with the service are
• Context and cultural attributes
• Tools and technical requirements
• Pain points and frustrations
• Opportunities to improve the service

Outputs include personas and user journey maps.

• Summarise how users were identified and segments prioritised (User Research Lead)

• List research methods chosen and used for the discovery, including benefits and tradeoffs (User Research Lead)
• Link to research scripts and discussion guide (User Research Lead)

For example:

• 1 on 1 remote interviews
• user surveys
• observations

• Outline schedule of research sessions (User Research Lead)

• Summary of research ethics postition and consent requirements (User Research Lead)
• Link to consent form template (User Research Lead)

Personas are behavioural archetypes that illustrate fictional individuals from key user segments. They are evidence driven, combining insights from across all research participants within a segment and are not a representation of any one individual.

Design personas capture:

• Personal profile, role, attitudes and behaviours.
• Tools, skills and context of use.
• Tasks, motivations and goals.
• Key pain points and barriers with the task, tool or service

Personas are intended as a design tool and reference point, to support and inform a user centric approach to solving key service challenges. By keeping the attributes of different audience groups visible and front of mind, the design and service team can ensure they remain focussed on end user realities and goals.

They inform and support reflective critique of work-in-progress (designs or builds).

They should evolve as the project progresses and more is learned about each one and further sub-personas may emerge.