Case Study:

Skype

Challenge:

Skype wanted their design, development and product management processes more focussed on their customers

Instrata developed a set of personas based on ethnographic research carried out across their customer base. We made the personas highly visual so they were easily accessible and memorable by the various stakeholders. We identified the triggers that led customers to become a particular persona, including triggers to transitioning between personas. We mapped the personas and triggers onto a visual framework and created an experience model.

Instrata enabled Skype to improve their product development process by delivering a concrete set of research-based visual personas, an understanding of the triggers to change, and a visual framework that mapped the user experience.

"Instrata were professional and thorough in their approach from start to finish, handling both logistical detail and the intellectual domain with determination and heart that is rare in research agencies. Even better, the project outcomes they delivered got right to the heart of what our users said, felt and did. I wholeheartedly recommend them."

Design Research Manager, Nokia