How do you customize and adapt your customer personas for different channels, platforms, and contexts?

1 Identify the channels and platforms

The first step is to identify the channels and platforms where you want to reach your customers, such as websites, social media, email, mobile apps, chatbots, etc. Each channel and platform has its own characteristics, benefits, limitations, and best practices. You need to understand how your customers use them, what they expect from them, and how they fit into their journey.

2 Map the context and goals

The next step is to map the context and goals of your customers for each channel and platform. Context refers to the situation, environment, and mood of your customers when they interact with you. Goals refer to the outcomes, solutions, or value they are seeking. You need to consider how the context and goals influence their behavior, choices, and emotions.

3 Adjust the persona attributes

The final step is to adjust the persona attributes according to the channel, platform, context, and goals. Persona attributes are the details that describe your customer personas, such as demographics, psychographics, motivations, pain points, etc. You need to review and refine these attributes to make them more relevant, specific, and realistic for each scenario.

4 Use different formats and tools

To create and communicate your customized personas, you can use a variety of formats and tools to suit your needs and preferences. Visual formats, such as sketches, infographics, posters, or slides, are useful for highlighting key features, while narrative formats like stories, scenarios, or scripts can help to describe your personas' interactions. Interactive formats like prototypes, mockups, or simulations can be used to test and validate personas' experiences. Additionally, digital tools like online platforms, software, or apps are great for creating, storing, sharing, and updating personas.

5 Review and update your personas

Creating customized personas is not a one-time task. You need to review and update your personas regularly, as your customers, channels, platforms, contexts, and goals may change over time. You need to collect and analyze feedback, data, and insights from your customers and stakeholders, and use them to improve your personas and their accuracy.

6 Benefit from customized personas

Customizing and adapting your personas for different channels, platforms, and contexts can help you gain a deeper understanding of your customers, as well as design more relevant, personalized, and engaging products and services. It can also enable you to communicate more effectively and consistently with them, while optimizing your marketing and sales strategies and tactics. Ultimately, this can lead to increased customer satisfaction, loyalty, and retention.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?