Creating Personas

Project overview

At one.com, I led a company-wide research project to create robust, research-backed customer personas that reflect the real needs, behaviours, and motivations of our users.

Working with a UX Designer and involving cross-functional stakeholders, we started by assessing existing assumptions, then conducted 35 qualitative interviews to build a solid foundation.

Through thematic analysis and clustering, we developed personas that teams could truly relate to and apply.

I facilitated workshops to determine the right persona format and ensured the personas were effectively socialised across the business.

Today, they’re embedded in team workflows and actively inform product strategy and decision-making.