Developing personas for a user focused service

Good Practice Exchange at The Wales Audit Office

How can personas help to ensure that projects are user focused? Dyfrig Williams reflects on how they’ve been used for his work on acquiring data effectively.

An image of personas for Performance Audit staff

As part of my Cutting Edge Audit work, I’ve been working on a test project to gather data for auditors so that we can work more efficiently.

I’ve blogged before on why I’m really interested in the digital delivery of public services because of the relentless focus on user need. This focus isn’t new to me – my previous work on citizen engagement made it clear to me that properly involving the people who access services at an early stage results in a service that is effective at targeting its resources.

Now that I’m four months in to a six month project you could argue that I’m leaving it a bit late to start on the practical part of the work. But…

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