Business of Design

The Forces of User Experience

Richard Dalton has a new blog, and an excellent post called The Forces of User Experience in which he extends Jesse James Garrett's elements of user experience diagram to represent the effect of strategy on other planes.

Good stuff.

Personas drive business strategy at Best Buy (or vice versa)

Earlier in the spring I blogged about Best Buy using personas. It’s interesting to me to see how those personas have started to permeate Best Buy culture - with customers being labeled with the name of the persona, as discussed in this Wall Street Journal article.

Store clerks receive hours of training in identifying desirable customers according to their shopping preferences and behavior. High-income men, referred to internally as Barrys, tend to be enthusiasts of action movies and cameras. Suburban moms, called Jills, are busy but usually willing to talk about helping their families. Male technology enthusiasts, nicknamed Buzzes, are early adopters, interested in buying and showing off the latest gadgets.

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