Personas and Scenarios
1. IT team member:
Ninian
Persona: A senior in computer information systems, recently just got the role of help desk technician. Through his years of experience and knowledge he gathered in his classes. He felt like he needed a job in that realm. Luckily he landed his help desk technician I. He would always be the go to guy back home for wifi or tech issues by his family. So he knew the way to communicate complex information to simple users.
Scenario: Ninian never worked in a tech role so ticketing systems are very new to him. Since Ninian is new to the role. He wants to impress his supervisor with his skills so by choice he tends to try to solve problems by himself so he could come off as a super genius. All is going well for Ninian, until he opens up the ticketing software. It looks like old ancient windows XP software. Ninian is trying to solve issues on his own. He stares at an outdated and cluttered mess. Ninian fights to get through it. But soon he discovers that fixing the technical issue is only half the problem. The software is difficult to locate other tickets, resolved tickets or what other steps other technicians have done to solve the problem. Ninian is stuck learning to solve the software rather than using his technical knowledge to help others. He always has to jump through loops before actually attending the clients. Which could lead to forgotten tickets, accidentally resolved tickets or missing information on tickets.
2. University Student:
Bob
Persona: Is a computer science freshman student. Studying Computer Animation and Design. Eager to learn and get started building games. He has always played games since he can remember. Got his first computer at age 12. Before his computer he would watch Minecraft and play on youtube. He enjoyed the intricacies of the game and world building. Once he got his computer he installed minecraft then later discovered about modding the game. So Bob knows his way around computers and installing softwares.
Scenario: Since Bob only has a tower machine. No money for a laptop. He seeked out loaners. They just got a brand new loan computer for MESA. Little did they know Bob doesn't have many privileges to download the required software by himself. They are told to submit a ticket to the IT department. Yet multiple times when they submitted a ticket. It takes days to be resolved. Sometimes the links don't even work. He is frustrated by how plain and dead the ticketing responses are.Even though Bob understands computers, he cannot troubleshoot many problems himself because he lacks administrator privileges.Delays can prevent him from completing classwork on time.
3. University Faculty:
Brian
Persona: Is a computer science professor who was hired recently at University of California, Berkeley. He teaches multiple computer science courses like data structures and algorithms, high performance computing, and machine learning, and is still getting used to connecting to the university VPN that is used in the labs. Brian has been teaching for ten years at Sacramento State and is passionate about research in the machine learning area, collaborating with students and used to the previous university system that did not require connecting to the VPN to access certain websites or ssh into the university-shared linux system. Despite his background in computer science, he does not like going through multiple steps to do a certain task. He always prefers shortcuts or easier methods to accomplish a task without losing time that could be used on another task.
Scenario: Brian is quite tired and frustrated after a long day in his office working on his laptop. He is trying to connect to the university Linux system to work on his Kickstarter crowdfunding recommendation engine but is unable to access the university resources. He uses the handbook given to him to look through the steps for connecting to the university VPN so he can run his research project using university resources. However, he is unable to connect because he receives an error whenever he clicks “Connect.” Brian searches Google and the university knowledge base for a solution but is still unsuccessful. Before his day ends, he decides to create a ticket through UC Berkeley's IT help desk platform. However, he receives no response or update by 5 PM, while his ticket remains open. As a result, Brian is unable to make progress on his research work that day.
4. Guest
Tanya
Persona: Tanya is a 20 year old ex-Chico State Student who transferred to Stanford University in the second year of her old school. She is currently a full-time student majoring in Accounting and working on an internship part-time job at a local company as a firm bookkeeper. She likes to keep a record of everything that is done. She is not great with IT systems and likes keeping all projects she did previously for her resume.
Scenario: Tanya lost access to her previous email and account linked with Chico State and wants to show a project she worked on to her new professor at Stanford University that she has a meeting with the professor in two days. Yet she needs access to her old documents that are behind the authentication of her google drive which she needs access again to her email. However, she finds out her email was deleted, is unable to access her previous work, and wants to recover it. She creates a ticket at the IT desk portal to seek further information to see if recovery is possible. She wants to get an update if her ticket was viewed and get updates as soon as possible.