Our approach
Our persona methodology comprised four stages. First, we surveyed employees to classify the different types of end user of the Intranet. The survey focused on goals, behaviours, attitudes and demographics. We analysed the survey data using a statistical technique known as K-Means clustering which provided us with an initial segmentation of the users of the Intranet.
We followed this up with detailed face-to-face interviews and observation of 25 end users. The interviews and observations took place at several RBS sites across England and Scotland and covered a wide range of employees and divisions. We subjected the interview data to a repertory grid analysis to identify the main personas defined by their technology experience, their goals and their knowledge of RBS. Then we summarised the findings in the form of task scenarios and personas.
Finally, we checked the legitimacy of the personas by distributing them to stakeholders within RBS and revising the personas according to comments.
Outcomes
Developing personas early in the development of the Intranet avoided a vast number of design flaws, reducing the necessary development and re-development efforts and costs considerably. A more usable Intranet meant RBS employees can achieve their goals without assistance. This will reduce employee calls to internal support lines, saving on support costs and making employees more efficient.