For Customer Experience Professionals

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	February 4, 2008 Questions For Persona Creation Vendors What To Ask Before Selecting A Vendor To Help With Personas by Moira Dorsey with Bruce D. Temkin, Andrew McInnes

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Executive Summary

Personas can help build more effective experiences. But customer experience professionals can't expect to get those results from any vendor they hire to research and create personas. That's why companies need to ask prospective vendors about how they conduct and store persona research, integrate personas into their design processes, and include clients in the persona creation process. Even after selecting a vendor, customer experience professionals need to stay actively involved in the process.

TABLE OF CONTENTS

• 1. How does the firm leverage clients' existing data?
• 2. How does the firm conduct persona research?
• 3. How are personas integrated into the firm's processes?
• 4. Does the firm have reference personas to evaluate?
• 5. How does the firm store user research?
• 6. How does the firm involve clients in persona research and creation?
• 7. Can the firm analyze the value of specific personas?
• 8. How does the firm educate client companies about personas?

This is an excerpt

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