Personas for improving user journeys
You can use personas to understand the needs of your users, and to help improve user journeys on your website. We've included example personas for:
- Renew your parking permit
- Report a missed bin collection
- Pay your council tax
- Complain about your council
If you have any personas you’re willing to share, we’d love to add them to this page – please contact us.
You can also download a Word document for easy printing and editing of the personas at the bottom of this page.
We've also produced personas for Digital Inclusion and Assisted Digital.
Customer journey: Renew your parking permit
Maggie is married with 2 children aged 11 and 13. She is a registered childminder and looks after 3 young children, all under the age of 4, every week day.
|How can the journey be designed to make things as easy as possible for Maggie?|
Customer journey: Report a missed bin collection
Peter is widowed with 2 grown up children. His mother, who is 84, lives a few miles away and he does a lot to help her as his only sister lives in Australia.
|How can the journey be designed to make things as easy as possible for Peter?|
Customer journey: Pay your council tax
Sarah is a divorced, full-time mother to 3 boys, all under the age of 8. She struggles financially and never seems to have enough time. A few months ago, she bought some items online and her card was used fraudulently.
Sarah keeps forgetting to pay her council tax every month, so she wants to set up a regular payment. She hopes this will make it easier to budget too.
But she’s anxious about putting her card details online in case she’s a victim of fraud again.
|How can the journey be designed to make things as easy as possible for Sarah – and reassure her about security?|
Customer journey: Complain about your council
|How can the journey be designed to make things as easy as possible for David?|