The client

A large, global coffee retailer and distributor

Results that matter

We created personas that inspired empathy and the creation of innovative new services. Project teams and leaders use these personas to prioritize investments and measure business impact on an ongoing basis.

How we did it

The Strategic Technology Practices team invited us to build a user model of the clients they serve. We interviewed over 25 representatives across IT, transcribed those interviews and printed each comment on a card, and then held several collaborative sessions to synthesize, distill, and organize the results from the interviews into themes and insights. We used those themes and insights to build personas that reflect the core population of the technology employees. These personas were used by project teams and leaders alike to guide their investments so that they have the maximum positive impact.

When: 2015 - 2016