Personas & User Journeys

User centred design uses personas to represent typical users of the system or service - this helps service designers and developers to understand the needs and wants of the people who they are building the service for.

Separate personas are developed only where there are distinct enough needs to warrant it - they are not based on organisation structures e.g. job titles unless those roles have different requirements.

For example, the Revalidation process is undertaken by revalidation officers and revalidation managers - the scope of their work varies according to local team, but the core of their interaction with the revalidation process is the same, and therefore the persona 'Revalidation Administrator' has been developed to represent the needs and wants of someone developing revalidation recommendations for trainees. There is a management requirement around quality assurance and reporting, but as reporting is being developed as a separate function, a separate persona may be developed for this purpose.

User journeys are created to show how a typical user (persona) might interact with the service or system to achieve a specific goal - from the user's perspective and not the business's. Mapping and analysing 'as is' journeys helps to identify issues and design a service that enables users to do whatever they need to do as quickly and easily as possible. Using revalidation as an example, the user journey maps out the steps that a revalidation administrator must undertake to enable them to make a recommendation about each trainee's revalidation.

TIS personas

The following list contains links to personas that have been developed and place holders for those that are still to be developed, and will be added to as user insight and understanding of required functions develops. Some may be merged if we discover that their needs are not sufficiently distinct.

Revalidation

Revalidation Adminsitrator