User Personas

To  better understand the needs of clinic end-users for the Navigating Care platform, I worked with our product team to develop personas for three key staff members — Triage Nurse, Case Manager, and Practice Admin.

Our team used collaborative visualization techniques, such as empathy mapping, to uncover attitudes and behaviors of each user type. Through this design-thinking process, the team was able to quickly share and distill information. The result was a shared understanding of user needs, which provided building blocks for our user personas.

Empathy Maps

In just one hour, our team shared insights to build a better understanding of three key end-users.

I created high-fidelity empathy maps, to serve as companion pieces to our personas.


I created persona designs, along with a coordinate graph to show the clinic ecosystem. These documents were displayed on screens throughout the office, and shared during employee onboarding.


©2020 by Jennifer Day Design.