Governance
persona‑driven approach
Policy/service design targeting representative user cohorts.
Definition
A policy and service‑design methodology that targets representative user cohorts ('personas') to guide user‑centred public service development, ensuring services meet the needs and journeys of defined citizen and business segments.
Related Terms
persona-driven approach
Policy design targeting representative user cohorts....
digital public services
Public-sector services delivered electronically to users....
life events
Prioritised user journeys around major citizen needs....
Life Event
Citizen‑centred use case around a major personal event....
Public-service ecosystems
Interconnected public services across administrative boundaries....