* . *
  • About
  • Advertise
  • Privacy & Policy
  • Contact
Monday, October 6, 2025
Earth-News
  • Home
  • Business
  • Entertainment
    Charlie Hunnam Reflects on Playing a Serial Killer in Monster: The Ed Gein Story – Yahoo

    Charlie Hunnam Reveals the Dark Challenges of Playing a Serial Killer in Monster: The Ed Gein Story

    “Reba” cast, then and now: See the stars 24 years later (and who’s reunited for another show) – Yahoo

    “Reba” cast, then and now: See the stars 24 years later (and who’s reunited for another show) – Yahoo

    Why Taylor Swift Name-Dropped Elizabeth Taylor in Her New Album – Yahoo

    Here’s Why Taylor Swift Dropped Elizabeth Taylor’s Name in Her New Album

    Al Roker Gives Olivia Dean an Unexpected ‘New Job’ on the ‘Today’ Show – Yahoo

    Al Roker Shocks Olivia Dean with an Exciting New Role on the ‘Today’ Show

    Books about the arts and some haunts for a Denton October – Denton Record-Chronicle

    Uncover Artistic Treasures and Spooky Adventures to Experience in Denton This October

    Taylor Swift Releases New Album The Life of a Showgirl : Listen and Read the Full Credits – Yahoo

    Taylor Swift Releases New Album The Life of a Showgirl : Listen and Read the Full Credits – Yahoo

  • General
  • Health
  • News

    Cracking the Code: Why China’s Economic Challenges Aren’t Shaking Markets, Unlike America’s” – Bloomberg

    Trump’s Narrow Window to Spread the Truth About Harris

    Trump’s Narrow Window to Spread the Truth About Harris

    Israel-Gaza war live updates: Hamas leader Ismail Haniyeh assassinated in Iran, group says

    Israel-Gaza war live updates: Hamas leader Ismail Haniyeh assassinated in Iran, group says

    PAP Boss to Niger Delta Youths, Stay Away from the Protest

    PAP Boss to Niger Delta Youths, Stay Away from the Protest

    Court Restricts Protests In Lagos To Freedom, Peace Park

    Court Restricts Protests In Lagos To Freedom, Peace Park

    Fans React to Jazz Jennings’ Inspiring Weight Loss Journey

    Fans React to Jazz Jennings’ Inspiring Weight Loss Journey

    Trending Tags

    • Trump Inauguration
    • United Stated
    • White House
    • Market Stories
    • Election Results
  • Science
  • Sports
  • Technology
    Forget Cowbells. Cows Wear High-Tech Collars Now. – The New York Times

    Ditch the Cowbells: Discover the High-Tech Collars Transforming Cattle Care

    What the Recent Price Surge Means for Figure Technology Solutions After SEC Settlement – Yahoo Finance

    What the Recent Price Surge Reveals About Figure Technology Solutions Following SEC Settlement

    MAC Brings iPad Technology to Football Sidelines Across All 13 Member Schools – Sports Video Group

    MAC Brings iPad Technology to Football Sidelines Across All 13 Member Schools – Sports Video Group

    Technology Is Becoming More Important Than Humans In CX – No Jitter

    Technology Is Becoming More Important Than Humans In CX – No Jitter

    A Tech Expo Shows What China Can Make, but Not Who’ll Buy It All – The New York Times

    Inside China’s Tech Expo: Cutting-Edge Innovations Face Uncertain Demand

    Steampunk Metal Oval Technology Sense Sunglasses Personality Handmade Chain Multicolor Sunglasses UV400 – The San Joaquin Valley Sun

    Steampunk Metal Oval Sunglasses with Handmade Multicolor Chain – Bold UV400 Protection and Unique Style

    Trending Tags

    • Nintendo Switch
    • CES 2017
    • Playstation 4 Pro
    • Mark Zuckerberg
No Result
View All Result
  • Home
  • Business
  • Entertainment
    Charlie Hunnam Reflects on Playing a Serial Killer in Monster: The Ed Gein Story – Yahoo

    Charlie Hunnam Reveals the Dark Challenges of Playing a Serial Killer in Monster: The Ed Gein Story

    “Reba” cast, then and now: See the stars 24 years later (and who’s reunited for another show) – Yahoo

    “Reba” cast, then and now: See the stars 24 years later (and who’s reunited for another show) – Yahoo

    Why Taylor Swift Name-Dropped Elizabeth Taylor in Her New Album – Yahoo

    Here’s Why Taylor Swift Dropped Elizabeth Taylor’s Name in Her New Album

    Al Roker Gives Olivia Dean an Unexpected ‘New Job’ on the ‘Today’ Show – Yahoo

    Al Roker Shocks Olivia Dean with an Exciting New Role on the ‘Today’ Show

    Books about the arts and some haunts for a Denton October – Denton Record-Chronicle

    Uncover Artistic Treasures and Spooky Adventures to Experience in Denton This October

    Taylor Swift Releases New Album The Life of a Showgirl : Listen and Read the Full Credits – Yahoo

    Taylor Swift Releases New Album The Life of a Showgirl : Listen and Read the Full Credits – Yahoo

  • General
  • Health
  • News

    Cracking the Code: Why China’s Economic Challenges Aren’t Shaking Markets, Unlike America’s” – Bloomberg

    Trump’s Narrow Window to Spread the Truth About Harris

    Trump’s Narrow Window to Spread the Truth About Harris

    Israel-Gaza war live updates: Hamas leader Ismail Haniyeh assassinated in Iran, group says

    Israel-Gaza war live updates: Hamas leader Ismail Haniyeh assassinated in Iran, group says

    PAP Boss to Niger Delta Youths, Stay Away from the Protest

    PAP Boss to Niger Delta Youths, Stay Away from the Protest

    Court Restricts Protests In Lagos To Freedom, Peace Park

    Court Restricts Protests In Lagos To Freedom, Peace Park

    Fans React to Jazz Jennings’ Inspiring Weight Loss Journey

    Fans React to Jazz Jennings’ Inspiring Weight Loss Journey

    Trending Tags

    • Trump Inauguration
    • United Stated
    • White House
    • Market Stories
    • Election Results
  • Science
  • Sports
  • Technology
    Forget Cowbells. Cows Wear High-Tech Collars Now. – The New York Times

    Ditch the Cowbells: Discover the High-Tech Collars Transforming Cattle Care

    What the Recent Price Surge Means for Figure Technology Solutions After SEC Settlement – Yahoo Finance

    What the Recent Price Surge Reveals About Figure Technology Solutions Following SEC Settlement

    MAC Brings iPad Technology to Football Sidelines Across All 13 Member Schools – Sports Video Group

    MAC Brings iPad Technology to Football Sidelines Across All 13 Member Schools – Sports Video Group

    Technology Is Becoming More Important Than Humans In CX – No Jitter

    Technology Is Becoming More Important Than Humans In CX – No Jitter

    A Tech Expo Shows What China Can Make, but Not Who’ll Buy It All – The New York Times

    Inside China’s Tech Expo: Cutting-Edge Innovations Face Uncertain Demand

    Steampunk Metal Oval Technology Sense Sunglasses Personality Handmade Chain Multicolor Sunglasses UV400 – The San Joaquin Valley Sun

    Steampunk Metal Oval Sunglasses with Handmade Multicolor Chain – Bold UV400 Protection and Unique Style

    Trending Tags

    • Nintendo Switch
    • CES 2017
    • Playstation 4 Pro
    • Mark Zuckerberg
No Result
View All Result
Earth-News
No Result
View All Result
Home Business

Personalize Your IT Service Delivery With Persona Mapping

September 28, 2023
in Business
Personalize Your IT Service Delivery With Persona Mapping
Share on FacebookShare on Twitter

By Alan Shen

Anyone who has worn a one-size-fits-all T-shirt knows that not every fit is a good fit, despite what the label says.

The same holds true for the delivery of enterprise technologies to employees. A one-size-fits-all strategy may loosely fit the needs of some of your employees—but not all.

Some successful organizations have embraced a promising alternative: persona mapping, the strategy of identifying individuals (or personas) within your organization and tailoring the technology experiences you deliver to each persona group. It’s a shift from the mindset of “a user is a user” that maps each employee to the business function they serve.

Persona mapping is a must for any organization prioritizing business for understanding and refining the employee experiences (EXs) you provide. By creating persona groups, you can measure and optimize the business impact of your enterprise technologies.

How can persona mapping optimize IT service delivery?

Persona mapping enables your IT teams to recognize the unique needs of every employee rather than focusing on a broad picture of a generic end user. Beyond improving EX, a persona-mapping strategy can align to organizational priorities, making it easier to achieve key business outcomes.

Here are two of many applications for persona mapping.

Help desk ticket routing

Organizations often struggle to efficiently allocate limited IT support resources and prioritize service tickets, especially when multiple specialized service desks are involved. Imagine explaining your problem to a service desk agent, being transferred to a different agent, and then being required to restate the details of your issue. This inefficiency can result in frustrating delays for employees seeking help. Us for better customer service and reduced response times.

When an employee contacts the service desk, a dynamic lookup system identifies their persona group and directs them to the right specialist immediately. A field salesperson might be sent directly to a team specializing in their specific sales software, while a health care worker could be directed to an expert familiar with their hospital’s electronic medical record system. This approach not only improves the support experience but also enhances employee productivity.

Equipment refresh

Adopting a persona-driven approach to device life cycle management ensures your workforce has the tools it needs for optimal performance. Engineers using heavy-duty applications may need frequent device updates, while occasional equipment upgrades may suffice for a salesperson, saving costs and benefiting the environment.

Moreover, frontline employees, like airline crews using corporate tablets, benefit from tailored support solutions. Providing support at briefing centers or a “device help” button for airport staff ensures efficient on-site troubleshooting without inconveniencing passengers.

How do you choose your personas?

The number of personas your organization should create depends on what’s both manageable and useful for IT. If you’re new to persona mapping, start with up to ten personas to balance benefits and administrative ease. Scaling up can occur as needed.

Remember, personas shouldn’t be aligned solely by job role, because roles can vary widely in technology needs. Instead, create personas based on clusters of employees with similar needs, such as a group comprising finance, legal, and marketing staff or another based on geographic location.

When developing personas, consider these key factors:

Seniority and role: High-ranking executives and mission-critical employees like trauma center doctors may need prioritized IT support. Organizations often create a VIP persona for such roles.
Customer experience: Roles that are customer facing, like retail staff, may require quicker support to minimize downtime and its impact on the customer experience.
Location: Employees at a manufacturing plant may require immediate Tier 1 service desk attention to avoid costly downtime. Location-based personas also help tailor services for remote and in-office staff.

Some employees may fit multiple personas, such as a doctor who is both customer facing and of high seniority. In such cases, establish a process to help IT decide which persona takes precedence in different scenarios. Whatever the circumstance, understanding a day in the life of each of your user personas is a must.

What’s involved in setting up persona mapping?

 Persona mapping involves qualitative research, often through workshops with key stakeholders, to understand employee tech needs and daily experiences. However, merely listing personas isn’t enough; significant engineering is required to map this data in your identity database for tailored IT services.

A common hurdle for adoption is unclear responsibility for planning, implementation, and maintenance of personas. To avoid setbacks, it’s crucial to assemble a dedicated team and clarify stakeholder responsibilities early on.

Maximize your business value with persona mapping

Prioritize your IT resources based on personas to better inform equipment refreshes, service ticket routing, EX initiatives, and other business processes. Persona mapping can help your employees deliver better customer outcomes, contributing to higher customer loyalty and renewals. Unlike a one-size-fits-all T-shirt, persona mapping leads to a much better fit for everyone.

Learn more about crafting a persona-powered workplace here.

Alan Shen is Vice President of Solution Portfolio and Development, Digital Workplace Solutions at Unisys

>>> Read full article>>>
Copyright for syndicated content belongs to the linked Source : Harvard Business – https://hbr.org/sponsored/2023/09/personalize-your-it-service-delivery-with-persona-mapping

Tags: businessPersonalizeservice
Previous Post

Research: How Some Companies Avoid Accusations of Greenwashing

Next Post

Domino’s delivers pizza on road in choked Bengaluru traffic. Video goes viral

Air quality speed run – Washington State Department of Ecology (.gov)

Battling Pollution: Washington State’s Urgent Fight for Cleaner Air

October 6, 2025
Equity in science is a beautiful lie — and I’m done pretending – Nature

Equity in science is a beautiful lie — and I’m done pretending – Nature

October 6, 2025
Explore a bird database with 11,500 species – Popular Science

Explore an Incredible Bird Database Showcasing 11,500 Stunning Species

October 6, 2025
South Shore broker funded ‘extravagant lifestyle’ with $11.6 million taken from clients and colleagues, prosecutors say – Boston.com

South Shore broker funded ‘extravagant lifestyle’ with $11.6 million taken from clients and colleagues, prosecutors say – Boston.com

October 6, 2025
QRG Capital Management Inc. Purchases 9,519 Shares of Marvell Technology, Inc. $MRVL – MarketBeat

QRG Capital Management Takes Bold Step by Acquiring 9,519 Shares of Marvell Technology

October 6, 2025
Jaxson Dart, Cam Skattebo fumble away a Giant opportunity vs. Saints – Yahoo Sports

Jaxson Dart, Cam Skattebo fumble away a Giant opportunity vs. Saints – Yahoo Sports

October 6, 2025
‘The World Report’ of The Church of Jesus Christ of Latter-day Saints – KSL TV 5

Inside The World Report: Exploring the Impact of The Church of Jesus Christ of Latter-day Saints

October 6, 2025
Thai Airways Launches New Premium Economy on Flights From Most Visited City in the World – Aviation A2Z

Thai Airways Launches New Premium Economy on Flights From Most Visited City in the World – Aviation A2Z

October 6, 2025
Charlie Hunnam Reflects on Playing a Serial Killer in Monster: The Ed Gein Story – Yahoo

Charlie Hunnam Reveals the Dark Challenges of Playing a Serial Killer in Monster: The Ed Gein Story

October 6, 2025
Pre-rolls, education and industry optimism: Takeaways from Ohio Cannabis Health & Business Summit 2025 – Cleveland.com

Pre-rolls, Education, and Industry Optimism: Top Insights from the Ohio Cannabis Health & Business Summit 2025

October 6, 2025

Categories

Archives

October 2025
M T W T F S S
 12345
6789101112
13141516171819
20212223242526
2728293031  
« Sep    
Earth-News.info

The Earth News is an independent English-language daily published Website from all around the World News

Browse by Category

  • Business (20,132)
  • Ecology (854)
  • Economy (874)
  • Entertainment (21,748)
  • General (17,441)
  • Health (9,916)
  • Lifestyle (887)
  • News (22,149)
  • People (876)
  • Politics (885)
  • Science (16,085)
  • Sports (21,375)
  • Technology (15,855)
  • World (857)

Recent News

Air quality speed run – Washington State Department of Ecology (.gov)

Battling Pollution: Washington State’s Urgent Fight for Cleaner Air

October 6, 2025
Equity in science is a beautiful lie — and I’m done pretending – Nature

Equity in science is a beautiful lie — and I’m done pretending – Nature

October 6, 2025
  • About
  • Advertise
  • Privacy & Policy
  • Contact

© 2023 earth-news.info

No Result
View All Result

© 2023 earth-news.info

No Result
View All Result

© 2023 earth-news.info

Go to mobile version