👥 Personae

Definition

A Persona represents an archetypal user profile who goes through your products and services. It puts a face and a context on the people you serve, so you can decide with the real user in mind.

Each persona has:

• A title — the name of the profile (e.g. "Product Manager", "End customer")
• A type — Internal (employee, team) or External (customer, partner)
• A descriptive content — needs, context, goals, and expectations

Personae are the building block of the Experience module: they are then reused to qualify the steps of a Journey, indicating who lives each moment of the experience.

How to define it properly

• Give the persona a clear, recognizable title
• Pick the right type: Internal for your teams, External for your customers and partners
• Describe its needs and context: what it is trying to accomplish, its constraints
• Stay concrete: a good persona is specific, not a generic user
• Create one persona per distinct profile, rather than a single catch-all persona

Listing personae

The list view gathers all your personae with their type (Internal / External). Filter, sort, and search to find a profile. Use the Add button to create a new persona, then open it to enrich its description.

Persona detail

The detail page presents the full persona: its title, its type, and its descriptive content. This is where you document the profile in depth — its needs, context, and expectations — so it serves as a shared reference when designing journeys.

Link with journeys

Once defined, personae are attached to the steps of a Journey: the Contact row of the journey map shows, for each step, the persona who lives it. This link connects the lived experience to user profiles and lets you prioritize improvements based on the people actually affected.