Your DPS system has the potential to deliver strong impact and value to a wide range of users, particularly those involved in Service operations such as maintenance, troubleshooting, and field support.
To fully unlock this value, we suggest segmenting users based on their specific goals, tasks, and information needs.
To do this effectively, we apply the concept of Personas (see a definition here: https://servicedesigntools.org/tools/personas).
Identifying and understanding the service-related personas impacted by your DPS system is key to properly configuring both the Involvement layer (Alerts and Actions) and the User Interface.
A Persona can traverse multiple business entities. For instance, a "Service Technician" persona could work internally within your organization or be part of an external partner’s team.
These are the most important Personas within the service's business entity that we have identified: