Citation:
S. Hosono, M. Hasegawa, T. Hara, Y. Shimomura, T. Arai, A Methodology of Persona-centric Service Design, Proceedings of the 19th CIRP Design Conference – Competitive Design, Cranfield University, 30-31 March 2009, pp541
Abstract:
In order to clarify the customer’s inclination and provide them with better services, the persona-scenario
method has been accepted in Requirements Engineering. A CAD tool proposed in Service Engineering also
adopts persona-scenario and focuses on denoting and visualizing the quality factors in service receivers.
However, the process of service development with persona has not been fully discussed yet. This paper
proposes a methodology to identify the boundary of a whole service system with role and user personas,
and formalize the procedure of service development with them. The methodology in service development is
exemplified through e-learning services.