Support/Kitsune/Personas

Personas are archetypes of specific users with specific need. They are not stereotypes, but based on real world observations.

Why Personas?

• To provide us with a plan for what the KB should do and how it should do it. The goals and tasks of the personas are the foundation for the design of the KB
• Personas give us a common language and undertanding. Since personas are like real people, even nuances of behaviour is easy to communicate without the need for elaborate explanations. That makes it easier to communicate with stakeholders, developers and designers. All decisions are made with the same users in mind.
• Personas make designs measurable. We can test, if a design is actually suitable for a Persona, much like with a real person.

And because: More recent empirical research conducted by Long (2009)[10] produced objective evidence to support the key claims made by Cooper, Pruitt et al. for using personas. In a controlled experiment, a group of students were asked to solve a design brief; some used personas while the control group did not. The findings showed that students using personas produced designs with better usability attributes than the students that did not use personas - thereby answering one of Chapman and Milham’s key concerns. The study also suggests that using personas can improve communication between design teams and facilitate more constructive and user-focused design discussion. see wikipedia

Goals

We have to consider 3 types of goals Experience goals: How people want to feel when they use SUMO. (feel in control, enjoy using it) End goals: These are people's motivation to use SUMO. SUMO can be the tool to reach those goals. (fix a problem, find out how to twek a behaviour) Life goals: what people want to achieve in life beyond SUMO. (be respected by peers)

All people have their own 3 sets of goals, the personas should make them explicit, so we can turn SUMO into a tool to achive those goals.

Personas

Firefox Users

• William: beginner / English
  • Motivation: Learn more about Firefox features
• Frank: beginner /French
  • Motivation: Get Firefox working again
• Ali: intermediate / English
  • Motivation: Knows how to use Firefox, but wants to change one thing about it.
• Jonas: expert /English
  • Motivation: wants to tweak and change everything about Firefox
  • Motivation: wants to suggest a change for Firefox
• Sharol: webdeveloper /English
  • Motivation: My site isn't looking right in Firefox, but in IE

KB Contributors

• Lauren: new KB contributor
  • Motivation: Have lot's of time and want to do something worthwile
  • Motivation: They find a mistake in an article or something is
• Tom: KB contributor
  • Motivation:
• Ben: KB approver
• David: KB admin
• Pascal: Localization contributor
• Philippé: Lead Localizer