Persona comme outil de design de services interactifs: principes et exemple en e-maintenance

This research investigates the role of using persona, as a tool for modeling and analyzing user experiences (UX). Persona was first introduced in marketing research. Its main goal is a better understanding and of the user experiences. Customer or user experiences is a generic term referring here to a collection of information on user behavior, expectations, and perceptions as well as the service and user characteristics. User characteristics include knowledge, expertise, personality and demographics information. A case study on e-maintenance services illustrates how to use persona in the context of Software as a Service (SasS) engineering. SasS is a new type of packaging and deploying on demand software via the web instead of desktop or client-servers.