Embedded Files
From the user research conducted, we created six personas to aid the team in thinking about the people that interact with the services. Below, we have our personas of an NCC agent and Team Leader, as well as some caller personas: an older person; an advocate; a tenant on benefits; a caller with Power of Attorney.
Michelle Blythe
Michelle Blythe
Age 28, NCC Call Centre Agent
“Why do I have to flick from window to window duplicating information”
Goals
- I want to be able to answer queries and feel like I’m helping.
- I want to be able to answer the queries without having to pass tenants on.
Frustrations
- To complete a call I need to flick between at least three systems.
- I have to enter the same information in different places.
- Sometimes the computer systems are slow/ unresponsive.
Behaviours and Habits
- I have developed tricks that I use to help me fill out the duplicate information quicker.
- I have my own ways of doing things to accomodate for the slowness of the systems.
Michael Bradley
Michael Bradley
Age 35, NCC Call Centre Team Leader
“Hours spent collating all the agent call logs to get the monthly reports”
Goals
- I would like to be able to easily measure the performance of my teams.
- I would like the team to have the tools to make them as productive as possible.
Frustrations
- I don’t want want to spend hours each month collating the teams call logs to produce monthly statistics on the calls taken.
- Sometimes the Agent spreadsheet’s mess up which needs fiddly fixing and updates so that they all have accurate information.
- Time spent by the team monitoring call backs.
Behaviours and Habits
- I have developed tricks that I use to help me update and consolidate the spreadsheets.
Cecilia Packard
Cecilia Packard
Age 71, Hackney Tenant
“The internet is too complicated for me”
Goals
- I want to be speak to someone to answer my queries.
Frustrations
- I don’t know how to use the internet.
- I’m too old to learn these things, so I won’t use online services.
Behaviours and Habits
- I’m used to speaking to the Council to sort out when I have a problem. I have used the automated payment line to make payments. I use the internet to look for things to buy and ask others to do the online purchasing.
Emily Mei Le
Emily Mei Le
Age 17, Hackney Advocate for a Tenant
“The letters are too complicated to understand”
Goals
- I need to be speak to someone to answer my queries that I am asking on behalf of my parents.
Frustrations
- I want the Council to respect that my parents have asked me to speak on their behalf.
- I don’t want to repeatedly explain that I am an advocate.
Behaviours and Habits
- I ring the Council, as my parents don’t understand the correspondence and don’t speak fluent enough english to feel that they can confidently get the right outcome.
Sonia Bloomsbury
Sonia Bloomsbury
Age 26, Hackney Tenant on Benefits
“The letters are too complicated to understand”
Goals
- I want to be speak to someone to answer my queries.
Frustrations
- My Housing Benefit has stopped again and my rent arrears is getting bigger.
- I need to speak to someone as the Council keeps sending me letters.
Behaviours and Habits
- I ring the Council, I don’t understand the letters and the web site forms.
Louise Shilling
Louise Shilling
Age 48, Power of Attorney for a Tenant
“It would be helpful if the council wrote to me in the first instance”
Goals
- I need to be speak to someone to answer my queries I am asking about my parents home.
- I need to manage my parents affairs.
Frustrations
- I don’t want to repeatedly explain that I have Power of Attorney and am not on the tenancy as I do not live with my parents. This is not the same as an advocate.
Behaviours and Habits
- I ring the Council, as my parents don’t understand the correspondence and I have legal powers to act on their behalf.
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