Search Results for “digital personas” – This is the retired blog of the 10th Archivist of the United States David S. Ferriero. Comments are closed.

Improving Customer Experience with Digital Personas

June 15, 2017March 15, 2021 by dferriero, posted in Collaboration, Leadership, Open Government, Transparency

Keeping the customer’s needs front and center is important when developing new digital tools. We recently developed a set of user personas as part of our work to establish a more robust—and data informed—understanding of the individuals that engage digitally with the National Archives (NARA). User personas are fictional, but realistic representations of key audience … Continue reading Improving Customer Experience with Digital Personas

Consistently Customer Centered

February 17, 2022February 17, 2022 by dferriero, posted in Collaboration, Participation, Special Events, Technology

The current administration has called on federal agencies to focus on transforming federal customer experience. In response, the National Archives is embedding customer experience initiatives and principles into the strategic goals for the agency. We are also developing an agency-wide customer experience program. As exciting and energizing as our new efforts are, focusing on customer … Continue reading Consistently Customer Centered