Delighting the Real User: Personas in Action Presented at Computers In Libraries in Washington, D.C....

Delighting the Real User: Personas in Action

Presented at Computers In Libraries in Washington, D.C. March 18, 2005

Stephen Abram VP Innovation, SIRSI

Mary Lee KennedyPrincipal, The Kennedy Group

• As information providers, we are expected to ensure information seekers:– Find quality information– Determine its relevance – Trust and believe in its reliability and credibility – Find out who else has knowledge– Find the same information, knowledge and people

from any starting point – Learn about new relevant resources

Why it Matters

©The Kennedy Group 1

Challenges/Opportunities

• The underpinning of technology in entertainment, learning, information and knowledge exchanges

• The pervasiveness of information and “know-how” and how people engage with it

• Learning style preferences • Generational and socioeconomic differences


Topics We’ll Cover

• Information use trends

• Learning styles

• Past experience

• Personas

• Future possibilities...


Trends/The Past/Personas/The Future

• The Internet in 2004– on a typical day 70 million American adults

logged onto the Internet– over 95% of U.S. public libraries had

Internet access

Lee Rainie and John Horrigan. A decade of adoption: How the internet has woven itself into American life. Pew Internet and American Life Project, Jan. 25, 2005

Bill and Melinda Gates Foundation, Global Library Program Fact Sheethttp://www.gatesfoundation.org/Libraries/RelatedInfo/LibraryFactsheet-040224.htm



45%

19%

5%

5%

8%

18% Email

Voicemail

Conference Calls

IM/Text Messaging

Portals

Shared Networks

Average time spent processing information in each of the information spaces

Davenport, Tom. IWPC Personal Information and Knowledge Management Report. 2003.http://iwpc.sharepoint.bcentral.com/iwforum/Document%20Library/1/IWPC%20-%20PIKM%20Report%20v.mht

•Information Access at the Office


• New contexts for information and information delivery – Duke and iPods for all students– SAT test questions on cell phones– Blogs and RSS feeds – Peer-to-peer market research and benchmarking– Google Scholar– Academic-run research communities– Digitized collections



Information Engagement Levels

Read/View

Argue/Defend

Present/Teach

Stimulate/Live

Act on/ Discuss

Content

Source

Situation

Dr. Thomas Davenport



• Millennials: A new generation

Facts about Millennials• Computers are a part of life • The Internet is better than the TV• Reality is not real (i.e. the definitive authority) • Doing is more important than knowing • Learning occurs through trial and error rather than rules• Multitasking is a way of life• Keyboarding is preferred over handwriting• Staying connected is essential • Zero tolerance for delays

Diana Oblinger, “Boomers, Gene-Xers and Millennial’s. Understanding the new students. Educause, July/August 2003, pgs. 37-45.





• There are mixed, even unpredictable, experiences with information:– Searching– The Reference Desk (physical and virtual) – eBooks, bookstores, physical collections, the Web– eLearning, classrooms, teachers– Video games, simulations, case studies– Chat rooms, team sites, communities– Etc.....


• Organizations and individuals have varying degrees of tolerance for change and risk:– Redesigning workflow– Developing skills and competencies– Changing team compositions, roles and

responsibilities– Adding and subtracting products and services– Redefining directions




• But....– Information providers know information is sought

out, assessed and used in different ways,

• That....– the choices are vast, the quality is highly variable,

• And – money doesn’t grow on trees.







• There is no Ruth....

• Personas are hypothetical representations of a natural grouping of users that drive decision-making for (development) projects.– They are defined by goals. – They focus on what is valuable to the user and subsequently

on how he or she behaves.


Goals: Help team build the base infrastructure for .NET products. Construct the base set of services that ship with the product and compose the core of a distributed framework for hosting distributed services. Add queuing semantics and associated locking, classification and routing of messages, subscriptions, efficient filtering, fan-out, etc., to the server. Integrate new distributed communication semantics to the existing SQL Server programming model. Demonstrate ability to communicate and work well with other teams.

Usage Scenario: Henry has been around long enough to build a solid network of resources to call when he has specific questions about products or programs. He often learns about new technologies or processes through casual conversation with his friends and coworkers in the hallway. He uses Yahoo! for general information gathering because he likes the simplicity of the site design and the breadth of information available.

The Portal is not his start page—he usually just types in the URL directly. He rarely reads the content on the first page because he doesn't want to know what's going on with general companywide PR information. He's somewhat cynical about "companywide" internal releases and dislikes company politics. However, on a personal level, he does want to know about the schedules that the applications are on so he can plan. He's frustrated that there's no place you can go to find product information all in one spot.

Info-Seeking Behavior: When Henry needs specific information, he generally e-mails or phones a friend. He is a member of about 15 different DLs that used to be manageable, but now he finds it increasingly difficult to keep up.

He typically uses the Portal to search for internal information across the companywide intranet or to find other internal sites. He comes to the portal about four-five times a week by typing in the URL and stays for less than 15 minutes at a time. He rarely, if ever, goes to there to find general information about the company or the industry as a whole. He uses internal databases to find internal information on products or code. If he's frustrated by something, he'll go there and find solutions rather than go outside to support or to a dot-com. "You used to have to drill down pretty deep to find personalized information, but now it's easier." He tends to bookmark pages in the portal because he hates having to go 5 levels down. He'll use that bookmark until it breaks, then he has to research it again. He would like to have favorites on the portal.

Henry41 Years Old, Software Design EngineerU.S.12 Years at the company. Single,MS Comput.Sci



http://msw/about/msw5plan/henry.htm

http://advertising.msn.com/home/MSNPersonas.asp



http://advertising.msn.com/home/MSNPersonas.asp

Flight Attendant InterfaceCooper's flight attendant interface lets airline staff focus on customer service, not frustrating technology.

P@ssport InterfaceTo meet the goals of a wide range of passengers, Cooper redesigned P@ssport with a simple, physical interface that lets users quickly view and make selections.




Information Seeking/UseBehavior

Information andKnowledge

Info

rmat

ion

Channel


• Personas are understood through discovery by: – Gathering data to identify possible “anchors”– Observing behavior – Pattern emergence in narrative



• Do you know what the next information products and services need to be for your clients...

...in this quickly changing, complex, highly diverse world?



• Public Library Pilot Project– Libraries in rural, urban and suburban

Northeastern U.S. – April-May 2005– Leveraging proven techniques for

understanding complex markets (Cynefin Centre)

• Possible follow up to cover the broader U.S.A. and Canadian library users



• Starting with understanding the users in terms of their:– needs, preferences, and desires– goals and aspirations– expectations and assumptions– values and their beliefs– tolerance for risk and change



• In summary, by seeing the world through the lens of the customer, we create an:– Opportunity to increase customer satisfaction and

return visits – Opportunity for everyone in the organization to

work to achieve the same goals, efficiently, and an– Opportunity to have a clear, and achievable

direction.



Thank You

Mary Lee Kennedy

http://www.maryleekennedy.com

[email protected]

Stephen Abram

http://www.sirsi.com

[email protected]©The Kennedy Group 26

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