Crafting Digital Adoption through Mindset-First Personas

Armed with global employee data and insights, RGP created a reusable persona library of rich, multi-dimensional representations of real people’s work styles and attitudes toward technology. We defined user needs, moments that matter and peak moments that translated to building better products and application within the organization.

Background research to identify a persona framework that best represented a large, global workforce led RGP to a Gartner framework which accounted for career levels, demographics, work styles and attitudes toward technology. The team built upon it, designing a custom Mindset framework that more accurately reflected the company culture and language.

To reliably measure this global population, RGP surveyed 700+ employees in small samples based on job groups. The company’s 28 job families were consolidated into 8 key clusters, allowing the team to measure the full workforce effectively and efficiently. Data gathered confirmed all the Mindsets existed within the company and defined each Mindset’s prevalence across the organization.

RGP conducted 8 persona workshops, one for each job family cluster, to facilitate in-depth discussions and activities to gauge employees’ wants, needs, pain points and opportunities. These insights were synthesized to produce a Persona card for each job family cluster.

After laying the groundwork for a reusable persona library, RGP developed a Playbook complete with survey samples, persona cards, workshop templates and a detailed explanation of the framework methodology, empowering teams to design additional personas in order to deliver digital experiences that match employees’ diverse and ever-changing needs.