After collating the research collected in the clinics we developed a series of personas. These represent fictional characters which the team are using to engage with, albeit theoretically, during the design process. Each character is based on a cohort of user insights which we then slowly cobbled together to generate eight fictional service users - representing real users, four of which we think are ‘super users’.

Our personas allow us to empathise with prospective service users to better understand their behaviour, motivations, attitudes and reactions. To help do this we have brought these people to life by giving them a face, a personality a present situation and anecdotal history.
Here are two examples, both of which we think would be early adopters of SH24, which we will naturally target for beta users and champions of the service.

These personas help us focus in on the needs and wants of users (rather than relying on abstract demographics), consider their motivations/drivers and how they would react to potential questions and barriers.

By pushing our personas through user journeys we can stand in their shoes and consider how the decisions we make effect their experience of accessing and ultimately their opinion of the service. They have helped us develop a blueprint of the service which effectively describes how SH24 works, bringing touch points and pain points alike to life.