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
Our goals are:
- help users to solve their problems with Firefox
- educate users about Firefox features
- Engage our community to contribute to the English or localized KB
For users 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: What a user what to do. 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 a user wants to be; 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
- Ellen: /French
- Type: Primary
- Experience goals:
- She wants the site to be trustable (opposed to things like Yahoo Answers)
- End goals:
- Getting Firefox working again
- Getting information to use a feature of Firefox
- Getting information and leaving
- Life goals: n/a
- Computer skills 1-5: 1
- Frequency: one-off
- William: /English
- Type: Secondary
- Experience goals: n/a
- End goals:
- Get started with Firefox
- Learn more about Firefox features
- Life goals: n/a
- Computer skills 1-5: 1
- Frequency: occasional
- Jonas: expert /English
- Type: secondary
- Experience goals:
- End goals:
- wants to tweak and change Firefox
- wants to suggest a change for Firefox
- Life goals: n/a
- Computer skills 1-5:
- Frequency:
- Sharol: webdeveloper /English
- Type: negative
- Experience goals:
- End goals: My site isn't looking right in Firefox, but in IE
- Life goals: n/a
- Computer skills 1-5:
- Frequency:
KB Contributors
- Bela: KB contributor
- Type: Primary
- Experience goals: Feel part of the Mozilla community
- End goals:
- Have lot's of time and want to do something worthwile
- Writing technical documents without difficulty
- Wants to have an up to date KB to refer people to.
- Life goals: Being a helpful person
- Computer skills 1-5: 5
- Frequency: almost daily
- Ben: One-off KB contributor
- Type: secondary
- Experience goals:
- End goals: They find a mistake in an article
- Life goals: n/a
- Computer skills 1-5:
- Frequency:
- David: KB admin
- Type: customer
- Experience goals:
- End goals:
- Life goals: n/a
- Computer skills 1-5:
- Frequency:
- Pascal: Localizer
- Type: Primary
- Experience goals:
- End goals:
- Do something useful for an open source project
- Take load off of the forums
- Use SUMO to enhance locale website
- Life goals: n/a
- Computer skills 1-5: 4
- Frequency: Every other week