Last year I wrote an article about closure experiences and the importance of offering your users a way to bring a satisfying end to their relationship with your service if and when that time comes. To make it easier to envision and design these types of experiences, I’d like to take a look at how personas can be used to improve closure experiences in our designs.
Sourcing data from market research and happy current customers does not reflect a true story of users, as it misses critical insights from recently departed customers. Post-Service Personas aim to improve that situation by considering the emotions of a user after they leave a service or product relationship. The technique is designed to highlight the...read more
By Joe Macleod