Personas – B&Q

As part of a company-wide business change programme, B&Q wanted to get a better understanding of its customers and staff.

In order to begin this process, we carried out contextual inquiries with customers and staff in B&Q stores and call centres. The information we gathered was used to develop three sets of personas: customers, store staff and call centre agents.

My Involvement

  • Contextual inquiry
  • Persona development