Atlassian (NASDAQ:TEAM) is an Australian enterprise company that builds collaboration software for every team. It has over 120,000 customers worldwide.
Atlassian was beginning to consolidate its customer research into one place and as part of the 30 person cross-product team, I conducted customer research that resulted in company-wide design artefacts. I also worked on per-user-pricing, the sign in experience and consolidated user management.
This gave me a lovely overview of the product suite and how customers could better experience all of Atlassian's products.
I was also part of a sub-team tasked with per-user pricing, a single sign-on experience and consolidated user management. This gave me a great overview of the product suite and how customers could better experience all of Atlassian's products.
We wanted the company-wide personas to be data-driven representations of our target users, so I collated 500+ customer interviews, surveys and contextual inquiries and then conducted additional research. The envisioning process was very collaborative within the company, which helped with buy-in.
Changing the pricing model for a software suite is no easy task, so there was a tonne of work we put into it. I looked at strategy, behaviour models, user engagement and roll out plans. We created and tested prototypes.
I was also lucky enough to facilitate design thinking exercises and workshops for other product teams.
To this day, the Atlassian personas are used from the smallest user stories to their annual conference.
After witnessing how colleagues were pigeon-holing personas into certain job roles, we iterated. Just like a real human, as personas move through multiple jobs, they still fundamentally act in the same way. The next level of personas added roles that you might find each persona in.
Today, I believe in designing for real life and stress cases. It's a wonderful way to add another layer of empathy to your design decisions.
Some examples are:
- What would happen if someone couldn’t use their predominant hand?
- How about if they’re super stressed out and low on time?
- What would the experience be like with slow internet?
- Do you miss any information if you're using a screen reader?