Persona Research Best Practice

Here is the process breakdown for conducting a persona research


  1. The client is to send out the initial email containing a meeting link for the end users to book a time to patricipate in the interview. 
  2. Copy the survey template from the drive and customize it to suit the purpose of your persona research.
  3. Determine an incentive your client would like to give interviewees for doing the survey and include this in the brief of the survey. 
  4. List the relevant details along with the contact details in the register template. These should include first name, last name, email address and phone number and any other relative information.
  5. Send a confirmation email to the interviewees on the register list before the interview. In the email confirm the details such as estimated length of the survey, who will be calling them and what number they will be receiving the call from, as well as the incentive for doing the interview.
  6. On the register, use the notes section for each individual to update relevant details such as the current status of the interview.
  7. Conduct the survey based on the approved survey template 
  8. Analyse results gathered from the survey
  9. Build your ideal persona through the information obtained and segment them. For more details, review the Persona Process knowledge base article


    • The client has sent the initial email to the end users
    • Survey template has been updated
    • Create a list of interviewees on register template 
    • The researcher has sent confirmation (no later than one day before the time)
    • Update status on the register 
    • Call Interviewees
    • Gather results
    • Segment personas and update Presona presentation deck

Tips for Interviewers

  1. Keep in mind that you're not just representing Hype & Dexter, you are acting as a representitive for our client too.
  2. Review the questionnaire in plenty of time before your first interview. Make sure you have a good understaning of the questions, as well as the answers you are looking for.
  3. Have a practice interview with a team mate. This is a good way of getting your head around the interview.
  4. Don't miss the interview slot. Time is precious.
  5. When interviewing, try and be as natural and "real" as possible. This will put the interviewees at ease, too.
  6. If interviewees refuse answers, reiterate that all information is completely confidential and won't directly be shared with the client. If they still refuse answers, move on to the next questions.
  7. If the interviewee decides that they no longer want to participate in the interview, thank them for their time and politely conclude the interview. Put the appropriate notes on the contact register then notify the PM.
  8. If any questions aren't answered with the required information, specifically if the interviewee hasn't understood the question properly, be prepared to ask the question in a different way so that they understand.
  9. If the interviewee doesnt' know an answer to the question, perhaps give some examples of what an answer could be (without persuading their response!). A good way to do this is to tell them what your personal response would be, and why.
  10. Keep an eye on the time! Don't feel as though you can't politely move to the next question. Once you have finish, don't forget to thank them for their time and let them know when they should recieve their incentive.