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Chapter 9. Designing for Pleasure > The Cast of Characters

The Cast of Characters

We give every project its own cast of characters, which consists of anywhere from 3 to 12 unique personas. We don't design for all of them, but they are all useful for articulating the user population. Some are defined only to make it clear that we are not designing for them. In one project, for example, our project concerned a technical help-desk management system. We defined three people, two of them in-house help-desk technicians. Leo Pierce was a marketing assistant in the company's product division. He used a computer in his daily work and was occasionally a consumer of help-desk services. Alison Harding was a company technician whose job entailed going from office to office with her aluminum tool case, fixing technical problems for the likes of Leo. Ted van Buren was a help-desk representative who spent his day answering phone calls from people like Leo and dispatching Alison to Leo's office to fix his computer.

Our client, Remedy Inc, was revising its flagship product, Action Request System (ARS), and wanted to make it “easier to use.” By developing these three personas (and a few others), we could clearly articulate what the goals of the project really were.


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