Persona

Scenario

Describe the scenario

User Expectations

What does the user expect to happen?

PHASE 1

Describe the phase

DOING

What are they doing?

THINKING

What are they thinking?

SAYING

What are they saying?

PHASE 2

Describe the phase

DOING

What are they doing?

THINKING

What are they thinking?

SAYING

What are they saying?

PHASE 3

Describe the phase

DOING

What are they doing?

THINKING

What are they thinking?

SAYING

What are they saying?

PHASE 4

Describe the phase

DOING

What are they doing?

THINKING

What are they thinking?

SAYING

What are they saying?

INSIGHTS

What did we learn? How does this fit into the larger effort?

INTERNAL OWNERSHIP

Who is going to be working on this?