Localizing UX Advocacy and Accountability: Using Personas to Amplify User Agency

Abstract

Purpose: This article documents ongoing UX research to develop a grant-funded mobile safety app for recreational boaters. The article presents a workflow for designers to align user advocacy with organizational accountability through the use of personas. Each year, numerous boating safety concerns and incidents go unreported. User research into this context shows that recreational boaters want a mobile app that helps them enjoy boating trips while remaining safe. Method: We reviewed best practices from literature, analyzed interviews with 141 stakeholders, and then discussed findings using personas to amplify user agency as part of a Lean UX workflow for the development of a mobile app that balances users' goals with organizational accountability. Results: Representative groups of boaters want features that help them with navigation, charting, and communication. These features would help alleviate pain points and enable goals having to do with not getting lost, avoiding hazards, and communicating trip progress to audiences onshore. In addition, the personas we have developed will help us communicate to the development team behind the app to explain how they can develop features that accommodate users' needs. Conclusion: Though personas are limited as to how well they represent actual users, if used properly within a design process they are a powerful tool for amplifying user agency so that resulting apps achieve user adoption. As part of a Lean UX workflow, personas are a useful tool in tailoring products and services to user needs while ensuring organizational accountability to those needs.