Figure 2: The relevance of persona-based service
With COVID-19, the uncertainty and disruption in the day-to-day workspace and well-being of employees has exponentially increased. While the focus is currently on reviving operations, we believe the time is right to orient and map unavoidable upgrades with the employees at the center.
What are the personas in a manufacturing organization?
The personas are built on various parameters, ranging from the roles they perform to their interactions with the client and the support they need from other teams, including IT.
As an example, here are some of the personas we have created for a manufacturing organization:
CIO – This persona provides thought leadership to the manufacturing organization and leads the digital transformation for IT.
Connected Field Engineer – A critical persona who acts as the face of the organization for its various clients. They should ideally receive priority support as any delay caused in their services impacts client experience.
Connected Corporate User – These personas are part of the corporate roles such as Finance, Marketing, and HR and generally expect a seamless, omni-channel and self-service enabled experience.
Connected Plant Engineer – They are the critical personas who support the day-to-day manufacturing activities in the plant and ensure that plants function with minimal unplanned downtime.
Interns – These work in a range of roles and act as evangelizers of the organization. They have high expectations and expect a hyper-personalized, digital experience.
Figure 3 depicts illustrative personas in a manufacturing organization.