Institutional Personas – Ensure Empathy for Users

Generel Room

Every successful company focuses its attention towards understanding the needs of customers. But rarely does it focus the same level of attention towards their own employees.

The personas help project members understand and empathize with user groups they may never see face to face.

The goal of the project was to better understand Mayo Clinic’s employees, so designers, developers and analysts could create better products and services; if the employees were supported with user-friendly tools and resources, they would in turn provide better patient care. 

Several unique challenges faced this team. Creating personas on this scale was new territory, even for the vendor who worked with us to develop the methodology we now use. Additionally, creating personas that are not project specific posed difficulty because we didn’t know ahead of time what kind of information we would need to gather. 

Finally synthesizing the personas, making them available to everyone at the institution, and educating key user groups on how to leverage persona insight has been an ongoing effort of the team. We have launched several successful products using these personas and able to save time and money by giving a usable quality product. 

Key takeaways  

  • • Why institutional personas are important and how personas help project team understand and empathize with users 
  • • Steps used in the process of creating institutional personas and usage of personas 
  • • Challenges faced during the creation and maintenance process of the institutional personas
  • • Best practices of persona validation process and governance  
  • • What others learn from our approach to promoting empathy for users 


This session will NOT be recorded.

DEX (Digital Employee Experience) Intranet and Digital Workplace Usability