Three Personas, One App
Quaker Houghton, 2022
A leading provider of industrial fluids needed to clearly understand the users of its fluid monitoring and management app.
The Objective
Assemble clear, full representations of the three very different groups who would rely on the same mobile app throughout the workday.
The Research
Once I was settled into my role as UX UI designer for the FLUIDCARE™ app, I started working to create profiles of the different groups who would leverage the app's features.
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Since some parts of the app would be used by all the personas, and some by only one or two, I determined we'd need three separate user personas to reference.
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Contextual Inquiries
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Next, I was able to travel to the sites where each user group performed their tasks, studying how they used the app in context.
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The physical environment of each group played a large role in planning the app's features: heavy work gloves required wider margins, lack of mobile connection called for an offline mode and sync feature, site restrictions meant stricter password management, and so on.
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The users' backgrounds, motivations and habits played another role. After touring the sites and interviewing users specifically about the app, I put together a sort of average of the common threads found in each group.
The Personas
The final deliverables were front-and-back one-pagers, so they could be used digitally as PDFs, but also printed for display in shared office spaces.
User Persona 1: The Service Engineer
User Persona 2: The Lab Analyst
User Persona 3: The FLUIDCARE™ Manager
