Reading time 25 minutes, written by Helena Lindberg
This guide uncovers how to utilize behavioral user profiles when running Service Desk in IT Service Management, so how to use profiles in Service Desk. It gives you insight on what creates value or frustrates your employees and helps you design and develop your services accordingly. There is a bit of reading (approx. 25 min) so if you prefer you can also download the guide as PDF from here.Download PDF
Profiles or Personas are both a way to describe and group customers based on their behavior and motives. Personas are a semi-fictional representation of customers, often containing assumptions. Personas are usually based on market research and survey data with little interaction with the customer, whereas profiles rely on real customer conversations and interactions. When research is done in interaction with the customer, the assumptions (or hypothesis) about customer behavior and motives can be validated or invalidated into customer profiles.
HappySignals behavioural IT-profiles are based on dozens of one to one interviews and 20 group interviews with end-users in different roles and different organisations. All in all more than 500 people were interviewed and two main factors impacting the user experience and behavior the most were recognized and documented by our psychologist.
1. The Competence, which indicates how capable the user is in fixing the IT problem himself or all in all talking about the IT related issues.
“Calling to the Service Desk can be very stressful for someone with very little IT knowledge; some callers feel intimidated because they fear they may have done something wrong or because they feel people would judge them due to their lack of experience with IT tools. Other callers may find it difficult to understand instructions, especially if given in other than their native language. At the other end of the spectrum are the users who are highly competent; users that have probably already done everything they can to fix the problem or simply avoided fixing it for as long as possible. These users may even be able to fix it themselves but don’t have the rights for it.”
2. The Attitude, which indicates users willingness to solve the problem on their own.
“Attitude describes whether a user wants to fix the issue themselves or simply have someone else take care of it. There are several things that influence a users attitude. Some users are interested to learn, others don’t have much time at hand or the criticality of the problem forces their hand.”
When these two behavioural drivers crossed paths we got four behavioural user types, the HappySignals IT Profiles: Doer, Trier, Prioritiser and Supported.
HappySignals IT Behavioural Profiles are divided into four: Doers, Prioritisers, Triers and Supported.
Doers are eager and also capable to solve IT related problems themselves. They Google solutions before contacting IT support. People often ask Doers for help. Doers are happy to help but might end up using up too much of their work time for this. Sometimes Doers try to teach others to solve problems themselves, but often it is quicker to just fix the issue.
Updated October 2019
As you have just learned from our profile descriptions, there is much potential to use IT Support Profiles in everyday Service Desk work. Here are some of the use cases our customers have been successful with.
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