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Personas

Gail Swanson edited this page Jan 15, 2016 · 1 revision

Riley Foster: Communications Evangelist

Is a deputy digital communications officer. He is in charge of getting information about policies and how to work with the agency's bureaus out to the public so they can easily use services. He coordinates all of the social media posts as well as the publicly available content on their web page. He’s trying to create an easy contemporary way of publishing these pages. Once he figures it out, he wants to share it with the rest of his agency because he knows they have problems doing the same thing.

Frustrations

  • The current agency who manages the Drupal website takes 6 months to make an update after content approval.
  • Critical information is buried deep within an old agency website, hiding it from the people who need the information.
  • Old, clunky tools that either don’t do what you want them to or take a lot of jerry-rigging to make it do simple things.

Delighters:

  • Hearing that his work made a difference
  • Helping citizens access services easily
  • Connecting with other “Govies” and building his network.

Technology adoption:

  • Early majority adopter
  • Willing to try a few things in her own sandbox and then apply in production with minimal support.
  • Has created some basic websites using Squarespace.
  • Works with people from many agencies.
  • Will learn new tools like Github with some support.

Key Attributes:

  • Connector
  • Facilitator
  • Looks for opportunities to share new things that he knows will help the bureaus
  • Relationship builder

Job Context:

  • Juggles an extra large load of responsibilities
  • Primarily communications related, and social media and public relations
  • Helping colleagues understand social media and how to use it for government
  • Large constituency: 50k (internal), Agriculture industry and foreign investors (external)

Goals

  • He wants to delegate the content editing to less experienced members of the team. He would be able to review and approve publication.
  • Help bureaus set up their sites and then let then be hands off so the bureaus self manage their pages/sites

Feature Needs:

  • A platform that can handle previewing drafts for QA and an informal approval process
  • Quick publishing
  • WYSIWYG style editing
  • Ability to edit files like robot.txt and metadata
  • Search optimization and site search capability
  • Needs custom interface that is visually engaging and highly interactive

Sasha Tovar: Transparency Creator

Director of Technology for a directorate within the Department of Homeland Security. She is responsible for the technical environment for sharing information with the public about their Freedom of Information Act (FOIA) requests and other things.

Frustrations

  • Journalists are critical of what she does
  • Critical information is not findable and therefore impedes her work
  • Bureaucratic processes that get in the way of delivering programs and services

Delighters:

  • Empowering citizens to access their own information
  • Creating a self-service information environment for citizens and Federal agencies
  • Positive feedback from the press

Technology adoption:

  • Innovator
  • Investigates new technologies as possible solutions and is willing to prototype and pilot them
  • Full stack developer background
  • Not experienced with open source environments like GitHub but is aware of it

Key Attributes:

  • High pressure position
  • Impact focused, techncially minded
  • Resillient
  • Transitioned from career in private sector
  • Does what she can with the time that she has

Job Context:

  • Heavy workload with little support
  • High level of autonomy, is able to implement solutions at will as long as content is pre approved for public release
  • Is heavily scrutinized by the press and public
  • Minimally hands on technically, but provides technical direction and technical architecture decisions

Goals

  • Create a self serve information environment so the public can manage their own information requests and the system has transparency.
  • Minimize the manual effort required for the system to deliver to the public.

Feature Needs:

  • Quick publishing and unpublishing
  • Microscopic control over content
  • Low effort to publish
  • Time sensitive publishing capability
  • Simple template configuration

##Taylor Carter: Internal Culture Transformer is a technical lead, coaching development teams within his agency. She is establishing the use of contemporary processes, tools and methods across the organization. She’d like to create a site that her team can access to learn and share these processes. Taylor is also looking for a solution to quickly publish approved information to serve the public who are interested in information about boarder crossing and customs.

Frustrations

  • Teams within the agency don’t talk to each other and don’t have consistent methods
  • It takes too much work to publish a simple static web site
  • Interfaces are inconsistent and overcomplicated for such critical use

Delighters:

  • Culture transformation
  • The US Web Standards and other materials to assist with culture change efforts
  • Simple processes for simple tasks

Technology adoption:

  • Early majority adopter
  • Focused on technology and assessing solutions for the dev teams
  • Security is a primary issue
  • Allowed to use whatever technology suits them withing the internal environment

Key Attributes:

  • Focused on technology solutions and process
  • Service design mindset
  • Transformation leader
  • Early majority adopter
  • Open to finding what can be shared with the public and increasing transparency

Job Context:

  • Responsibile for transforming the development team operations
  • Much of the team’s work happens in a higly secured context (walled garden)
  • Output of the team is used by law enforcement agencies customs officials
  • Would like to increase public access and findability of information that helps people interact with the agency when they encounter them
  • Has ability to occasionally work with a designer on a limited basis

Goals

  • Establishing a development culture that is consistent with contemporary private industry practices
  • Increasing public access to useful information that help the public interface with border authorities

Feature Needs:

  • Search optimization and site search capability
  • Needs custom interface that is visually engaging and highly interactive
  • Ability to include code snippets or similar pattern library functions
  • Create tables and upload images
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