The OpenWells team wanted to get a better understanding of their users and what goals and challenges their users had while using OpenWells software before starting a redesign.
My team collaborated to develop a Behavioral Matrix to describe OpenWells users in terms of various behavioral characteristics.
Based on this behavioral matrix, we developed a series of interview questions with anchor points for each of the characteristics. We then conducted these user interviews either in person or over the phone, depending on the availability of the user.
We aggregated the users behavioral matrix scores based on the answers they gave, and used those aggregate scores to develop our personas.
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