End-user personas
People who consume AI capabilities through channels — employees, customers, partners, and vendors.
Internal
External
Supplier
Prospect
External
Potential customers exploring the organization's offerings through AI-powered self-service channels, chatbots, and recommendation engines.
Characteristics
- • Unauthenticated or lightly authenticated
- • Interacts through public-facing channels
- • Expects fast, helpful responses
- • Conversion-oriented journey
Channel affinities
Primary
Secondary
Multichannel UX › Messaging apps
Engages through messaging platforms like WhatsApp or Messenger for casual inquiries
Multichannel UX › SMSReceives promotional updates and appointment reminders via text
Multichannel UX › Mobile SDKsInteractive product experiences within mobile apps and trials
Multichannel UX › Email & asyncNurture campaigns, event invitations, and post-inquiry follow-up communications