The 6th discussion was a workshop. It involved people making personas. People learn nuances best by doing. Here are the tools I used to recreate the experience of the research cycle in the session from which they can make personas. It was important to work on one stage of this cycle at a time. This allowed people to develop understanding as their domain knowledge grew. They could identify what different types of data can tell them. It also allowed people to identify when they felt confident that their persona was representative of real people.

1. #pb4pixels @rosebotanic@thedxw www.dxw.com
Name:
Age
Occupation
From
Status
“
Photo of
person
Photo of
devices
Internet transactions
Online Media
Social Networks
Photo of
motivation
Top need
● …………………………
● …………………………
● …………………………
Top fears
● …………………………
● …………………………
● …………………………

2. #pb4pixels @rosebotanic@thedxw www.dxw.com
Business

3. #pb4pixels @rosebotanic@thedxw www.dxw.com
Business Quantitative sheet
45% Windows
21% iOS
25% Android
83% New Users
1 min per session
58% Bounce rate
29% London
4% Manchester
2% Leeds
14% facebook referrals
11% Twitter referrals

4. #pb4pixels @rosebotanic@thedxw www.dxw.com
Business Qualitative sheet
Quotes
“All I want is to have a steady year”
“If you work hard enough anything is possible”
“I want cold hard information”
“If there was a place you could go to meet
other businesses… maybe even learn from
their experiences that’d be great!”
“I spend quite a lot of time on google,
researching and getting advice”
“You have to be careful, there are a lot of
people out there pretending to offer advice or
who will charge a lot for giving it”
“
Notes & Actions
Many business struggled in their first year
Lots of business owners were previously
employed in business environment
Most business owners were prepared to
spend time to understand other ways of
making their business more effective
Smaller businesses are risk averse
Larger businesses are keen to find new ways
to expand their business
Many businesses prioritise security and are
aware of the latest trends and advice

5. #pb4pixels @rosebotanic@thedxw www.dxw.com
Business Usability sheet
Quotes
“I like that it’s simple”
“I’m sure the information is there and I would
find it if I had a bit longer”
“It happens to me all the time I’m like ‘Oh God
I’ve used that before’ but I can’t remember
where it was!”
“I need less tabloid and more broadsheet”
“Oh I was expecting something more dense”
“Is this site only for all businesses or just small
ones? I’ve been running my business for a few
years, I already know the basics otherwise I
wouldn’t be in business”
Notes & actions
Double clicks on the boxes
Scrolls up scrolls down and settles on the top
left hand side
No one investigated the content below the
fold in any depth
All believed the content to be coming from
the government
Only two people completed a transaction,
One participant persistently navigated away
from the site to find what they were looking
for

6. #pb4pixels @rosebotanic@thedxw www.dxw.com
Housing

7. #pb4pixels @rosebotanic@thedxw www.dxw.com
Housing Quantitative sheet
Windows - 50%
iOS 27%
Android - 16%
Mac - 4%
Apple iPhone (36%)
Apple iPad (25%)
Samsung GT-I9300 Galaxy S III (3%)
Samsung GT-I9505 Galaxy S IV (6%)
63% Returning Users
7 min per session
46% Bounce rate

8. #pb4pixels @rosebotanic@thedxw www.dxw.com
Housing Qualitative sheet
Quotes
“I just want them to fix it”
“I always have to chase them to get anything
done”
“The cleaners have really nice cars and I’m
thinking how is it they can afford to have really
nice cars?”
“My hours don’t always fit their hours, so they I
end up calling the out of hours but they only
handle emergencies”
“They maintain the properties really well it’s
just when something unexpected happens it
goes a bit pete tong”
“
Notes & Actions
Residents are generally satisfied and
disengaged until something goes wrong
Residents aren’t aware of internal processes
Residents prioritise repairs
Residents are suspicious that maintenance
services are not good value for money
because of repeat visits
Residents like the staff in the call centre
because of their friendly manner but are
suspicious if their request is handled correctly

9. #pb4pixels @rosebotanic@thedxw www.dxw.com
Housing Usability sheet
Quotes
“I like that it’s simple”
“I really like how I can call someone if I need to
because sometimes it isn’t that
straightforward”
“I like how I can just do it without having to be
on hold and I know they will get back to me”
‘Everything you need to do is just there”
“Oh I didn’t see this bit I guess this is in case
they need to get in touch with you?”
“I’m not sure where I would go because it
could be in any of them really, let’s try this
one”
Notes & actions
Double clicks on the boxes
Scrolls up scrolls down and settles on the top
left hand side
No one investigated the content below the
fold in any depth
Everyone completed at least one transaction
Some participants were unsure how to
categorise some problems
The fallen car park wall scenario implied
criminal damage to some participants who
wanted to request CCTV footage but unsure
how

10. #pb4pixels @rosebotanic@thedxw www.dxw.com
Health

11. #pb4pixels @rosebotanic@thedxw www.dxw.com
Health Quantitative sheet
Windows - 73%
iOS- 17%
Android - 6%
29% London
14% Manchester
12% Leeds
58% New Users
2 min per session
70% Bounce rate

12. #pb4pixels @rosebotanic@thedxw www.dxw.com
Health Qualitative sheet
Quotes
“Lots of things get named differently with
health. I want to double check that I have the
same understanding as them”
“I always google things before I ask someone
just in case it’s me that’s got the wrong end of
the stick”
“It’s very difficult to know who to get hold off
and when I get hold of them what they do”
“I know they’re really busy and under a lot of
pressure right now but it can take ages to find
anything out”
“They probably have some procedure they
need to go through”
Notes & Actions
Struggle to understand the organisation's
structure
Struggle to differentiate levels of importance
Will do quite a lot of work before ‘giving up’
A need to have the same understanding of the
words used by the organisation
Are very quick to refer to google to find out
more information
If they have a bad experience they want to
validate information to make absolutely sure
everything is correct

13. #pb4pixels @rosebotanic@thedxw www.dxw.com
Health Usability sheet
Quotes
“ I think a lot of people would just copy paste
the whole webpage”
“There are like 50 sites I could go to but I’m
never quite sure which one is the right one I
have to remember.”
“I’m not sure if this is the one I’m thinking off
but I know I’ve seen it before”
“I’m not really sure what this is about”
“I watch the news so I know that things are
changing a lot but I’m not sure what that
means for me”
Notes & actions
Double clicks on the boxes
Scrolls up scrolls down and settles on the top
left hand side
No one investigated the content below the
fold in any depth
Clicks on each heading scanning the content
for keywords
Takes a while for the participant to realise that
they are on an external site after click the links
Isn’t sure of the purpose of this site in relation
to other health sites