How to create a persona

之前實習時被要求做出一份我們公司產品使用者的persona，雖然我早已聽過persona為何，實際動手做時卻發現自己在過程中四處碰壁，不知道該從何開始或是列出哪些項目，因此上網查了persona相關的文章，在此紀錄當時找到的文章

編譯自以上連結

1. 定義user

從各種方向去篩選出你的使用者資料，年齡、職業巴拉巴拉等。
可以從傳統的市場分隔族群開始，或是從競爭產品的使用者開始。

2. 決定要問什麼問題

想從使用者身上得到資訊，常用的方法是訪談與觀察。
一份預定好訪談流程表能夠幫助你確保在每次訪談中都得到你想要的資訊，也確保你在訪談前已經從頭思考過了一遍想問的問題。
訪談並不在於只得到資訊而已，重點是讓你進入產品使用者的觀點。
而訪談者要明白，想要在有限的時間裡，從訪談對象得到所有想知道的事是不切實際的，重點放在問出關鍵問題以及觀察相關的動作。

在這個階段的訪談與觀察，並不用做到非常嚴格的地步，此階段的目標是得到對於使用者的基本認識，讓團隊知道使用者的觀點，以此為基礎來回答將來可能遇到的問題。

至於要問什麼問題呢？
想想你缺少哪段資訊來做產品的相關決定，團隊成員對於什麼好奇，還有什麼問題能給予團隊一個清楚可見的想像畫面(frame)去得知使用者的目標及需求是什麼，不同的計畫，就會有不同的問題設計，將這幾點銘記在心：

a. 開放式問題
b. 讓訪談對象做多於說
c. 問出故事的細節 （因為無法藉由觀察得知當時的作為）

作者提供了他常用的問題列表：

OVERVIEW LINK

• Give us a little background on your job.
• How and why did you take on this job?
• How long have you been working in this capacity?
• Why do you work for this company and not another?
• Tell me a bit about your industry and your role in it.

DOMAIN KNOWLEDGE LINK

• What skills are required to do your job?
• How do you stay up to date and get information on your industry and profession?

GOALS LINK

• What are your responsibilities in your job?
• How do you define progress or success in your job?
• How do you measure progress or success?

ATTITUDES AND MOTIVATIONS LINK

• What are the most enjoyable parts of your job?
• What do you value most?
• Do you have any external (i.e. extrinsic) or internal (i.e. intrinsic) motivations for doing a good job (such as rewards, promotions, perks)?

PROCESSES LINK

• Describe a typical workday. What do you do when you first get into the office? What do you do next?
• How do you do [a certain task]?
• How long does this task typically take?
• Where would you start?
• What would you do next?
• Can you show me how you do that?
• What activities take up most of your time?
• What activities are most important to your success?
• Of the things you do during a typical workday, are any of those processes or tasks mandated by your company or industry?
• What processes have you developed on your own?
• Have you learned to work better from your colleagues?

ENVIRONMENT LINK

• How is your office organized to help you accomplish your tasks or goals?
• Show me how you use your office to accomplish your tasks or goals?

PAIN POINTS LINK

• What are the most difficult, challenging, annoying or frustrating aspects of your job?
• After a typical workday, what about your job (if anything) is still on your mind? (In other words, what issues keep you up at night?)

TOOLS AND TECHNOLOGY LINK

• What traditional (i.e. analogue) tools do you use to accomplish tasks in your job?
• What digital tools do you use to accomplish tasks in your job?
• Where do any of your tools fall short? (What do you need them to do that they don’t do or don’t do well?)

MENTAL MODELS LINK

• What kinds of people do well in your position? Why?
• Describe a process and how it has changed or not changed over time.

RELATIONSHIPS AND ORGANIZATIONAL STRUCTURE LINK

• Besides clients and customers, who else do you interact with in your work?
• Who do you report to?
• Who reports to you?
• How often do you collaborate with others?
• How do you collaborate?

PROJECTING INTO THE FUTURE LINK

• If we came back in [x number of] years to have this conversation again, what would be different?
• If you could build your ideal experience, what would it be?

WRAPPING UP LINK

• Have we missed anything?
• Is there anything you want to tell us?
• Is there anything you want to ask us?