Personas For an Optimal End-User Experience

End-user personas provide a proven framework for improving IT service delivery — and optimizing employee satisfaction and productivity.

Today’s consumers demand always-on access to personalized technology and information. Your end users are no different. They expect the power and flexibility to access the devices, applications, data and IT support they need to do their jobs. End-user personas give you a proven way to align IT with the needs of business users — placing the right technology resources in the hands of the right people at the right time.

The way your employees interact with devices, applications and data has changed. They’re no longer willing to adapt to one-size-fits-all enterprise systems. As just one example, by 2020, 70 percent of work-related mobile apps will be developed or adopted without IT involvement, predicts Gartner.

Indeed, today’s end users want your technology resources to fit them and their unique needs. The stakes are high: employee satisfaction, engagement and productivity. With the right technology tools, your people can innovate, collaborate and achieve more than they thought possible. But with technology that doesn’t meet their needs, you risk dissatisfied, disengaged workers who aren’t fully contributing to company goals.

Yet giving every employee carte blanche access to whatever technology he or she wants isn’t secure, efficient or cost-effective. The IT department must retain control of IT resources to optimize governance, security and return on investment.

What’s more, end users don’t always know which IT resources they require. They expect IT to understand their needs and provide them with the right tools for the job. If you simply allow end users to make their own choices, they often select technologies or services that are too expensive or misaligned with their needs.

The solution to these issues is end-user personas. Personas provide clear visibility into how end users consume IT and the technology resources they need to do their jobs effectively. They enable you to deliver the right devices, applications, data and IT support to the right people at the right time. At the same time, they let you achieve an effective balance between end-user enablement and IT control. In short, they benefit IT, employees and the organization as a whole.

Personas for an Optimal End-User Experience

An Inside Guide to Personas and Communities Thought Paper
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