Identifying User Personas for Engagement with a COVID-19 Health Service Delivery Relational Agent

User personas play a crucial role in user-centered design (UCD) methodology-based technology development. In this way, appropriate user personas improve the design of interaction interfaces between a relational agent (RA) and its users, particularly when the RA is about delivering health services to the general population. This article discusses the approach for establishing patient personas to help in designing and developing interaction scenarios and dialogues between a health service RA and its target users during various COVID-19 stages. We employed a mixed-method research that was completed in two phases involving both healthcare professionals (HCPs) and individuals who have encountered COVID-19. Our approach resulted in the identification of three COVID-19 related user personas i.e., experiencing symptoms, COVID-19 positive with mild symptoms, and recovering from COVID-19.