With an increasing focus on the student experience within the UoS and the drive for a more customer centric approach within iSolutions, the need to identify, understand and manage our customers is becoming increasingly important in order to develop and deliver exceptional customer experiences. A project team has been assembled to research, develop and deliver a set of iSolutions Customer Personas which will support us in achieving this. This project will form part of a wider Customer Experience Strategy/Roadmap that is currently under development.
Customer Personas are user archetypes, which allow us to better understand our types of users, based on their objectives, motivations and frustrations. When we understand this, we are in a much stronger position to engage effectively and develop new services, systems, products and communications that better meet our customers’ current and future needs.
What have the team achieved so far?
- Engaged Jem9.com – a consultant specialising in identifying an organisation’s customer persona types
- Produced sets of MI reports that identify who, why & when we interact with our customers
- Held interviews with iSolutions staff – to set the scope of the project in terms of where and how our interactions take place with the end users
- Held a Stakeholder Workshop looking at “What are the consequences of iSolutions being out of touch?”
What is happening next?
- Analysis of the data and stakeholder interviews to identify types of users for Voice of The Customer Interviews
- Complete an initial set of 10 interviews
- Analysis of initial interviews
If you have worked with Customer Personas in a previous organisation or have any questions I’d love to hear from you. Also, the results of the Stakeholder Workshop are available on the Service Management Team’s SharePoint site
We would like to thank all those involved with the interviews for their time and support.
Michael Shaw
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Head of IT Service Management
Tel: 02380 594 568 | Extn 24568
Mob: 07557 670 180
Email: michael.shaw@southampton.ac.uk
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