{"id":4524,"date":"2017-03-17T07:31:09","date_gmt":"2017-03-17T07:31:09","guid":{"rendered":"http:\/\/blog.soton.ac.uk\/servicemanagement\/?p=4524"},"modified":"2017-03-17T08:11:51","modified_gmt":"2017-03-17T08:11:51","slug":"customer-personas-isolutions","status":"publish","type":"post","link":"https:\/\/blog.soton.ac.uk\/servicemanagement\/2017\/03\/17\/customer-personas-isolutions\/","title":{"rendered":"Customer Personas @iSolutions"},"content":{"rendered":"<div>\n<p>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.\u00a0 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.<\/p>\n<p>Customer Personas are user archetypes, which allow us to better understand our types of users, based on their objectives, motivations and frustrations.\u00a0When 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&#8217; current and future needs.<\/p>\n<p>What have the team achieved so far?<\/p>\n<ul>\n<li>Engaged Jem9.com &#8211; a consultant specialising in identifying an organisation&#8217;s customer persona types<\/li>\n<li>Produced sets of MI reports that identify who, why &amp; when we interact with our customers<\/li>\n<li>Held interviews with iSolutions staff \u2013 to set the scope of the project in terms of where and how our interactions take place with the end users<\/li>\n<li>Held a Stakeholder Workshop looking at \u201cWhat are the consequences of iSolutions being out of touch?&#8221;<\/li>\n<\/ul>\n<p>What is happening next?<\/p>\n<ul>\n<li>Analysis of the data and stakeholder interviews to identify types of users for Voice of The Customer Interviews<\/li>\n<li>Complete an initial set of 10 interviews<\/li>\n<li>Analysis of initial interviews<\/li>\n<\/ul>\n<p>If you have worked with Customer Personas in a previous organisation or have any questions I\u2019d love to hear from you.\u00a0 Also, the results of the <a href=\"https:\/\/groupsite.soton.ac.uk\/Administration\/Service_Management_Team\/Documents\/Customer%20Personas\/CustomerPersonas%20-%20User%20Needs%20Workshop.pdf\">Stakeholder Workshop <\/a>are available on the Service Management Team&#8217;s SharePoint site<\/p>\n<p>We would like to thank all those involved with the interviews for their time and support.<\/p>\n<p><strong>Michael Shaw<br \/>\n<\/strong>____________________________________<\/p>\n<p>Head of IT Service Management<br \/>\nTel:\u00a0\u00a0\u00a0 02380 594 568\u00a0 |\u00a0 Extn 24568<br \/>\nMob:\u00a0 07557 670 180<br \/>\nEmail: michael.shaw@southampton.ac.uk<br \/>\n____________________________________<\/p>\n<\/div>\n<p><a href=\"http:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2017\/03\/profile-1000x600.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-4528\" src=\"http:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2017\/03\/profile-1000x600.jpg\" alt=\"profile-1000x600\" width=\"1000\" height=\"600\" srcset=\"https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2017\/03\/profile-1000x600.jpg 1000w, https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2017\/03\/profile-1000x600-300x180.jpg 300w, https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2017\/03\/profile-1000x600-768x461.jpg 768w, https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2017\/03\/profile-1000x600-920x552.jpg 920w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><\/a><\/p>\n<div id=\"themify_builder_content-4524\" data-postid=\"4524\" class=\"themify_builder_content themify_builder_content-4524 themify_builder themify_builder_front\">\n\t\t<\/div>\n<!-- \/themify_builder_content -->","protected":false},"excerpt":{"rendered":"<p>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.\u00a0 A project team has been assembled to research, develop and deliver [&hellip;]<\/p>\n","protected":false},"author":76365,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"image","meta":{"footnotes":""},"categories":[1019151,11834],"tags":[1019155],"class_list":["post-4524","post","type-post","status-publish","format-image","hentry","category-improvements","category-usability","tag-customer-personas","post_format-post-format-image","has-post-title","has-post-date","has-post-category","has-post-tag","has-post-comment","has-post-author"],"_links":{"self":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4524","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/users\/76365"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/comments?post=4524"}],"version-history":[{"count":10,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4524\/revisions"}],"predecessor-version":[{"id":4536,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4524\/revisions\/4536"}],"wp:attachment":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/media?parent=4524"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/categories?post=4524"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/tags?post=4524"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}