The federal government just released a modeling project that focuses on life-scenarios instead of personas or archetypes.
Since the government practically serves everyone and people engage with those services at specific moments in their life (approaching retirement, recovering from disaster, etc), this approach to evaluating and improving the customer experience seems to make more sense than traditional CX methods alone.
Each scenario is supported by extensive research: real stories, professional perspectives, and key insights. And each scenario includes clearly defined objectives, success metrics, and links to related projects, agencies, and documentation.
