Personas and the Customer Decision-Making Process
http://www.guuui.com/issues/04_03.php

Olsen, Henrik
GUUUI
2004

Abstract:

With this case study I want to show how our team used the concept of personas - fictional, representative user archetypes - and the customer decision-making process model in a project, in order to capture the nature of customers and their needs and concerns as they progress through the customer decision-making process.