There is a person or small group assigned as the "champion" for each of our Developer Personas. They are a member of that persona. For example, the persona champion for backend developers is a backend developer or a manager of backend developers.
Any time somebody at the company has a question about a particular persona that isn't answered by our automated systems, the persona champion is their point of contact. If you want some custom data analysis done about a Persona, want to know what their requirements are, want to understand the best way to engage with a persona, etc. then the persona champion is your best point of contact.
When first creating the Developer Personas, it is often helpful to provide infrastructure owners with some basic information about how that persona does work. A persona champion produces and maintains a document that answers the questions, "What is the most common workflow that a developer has, in this persona? What tools do they use as part of this workflow, and how do they use them?"
For most traditional software engineers, this would include the tools they use for:
- Design and Planning
- Source Control
- Editing Code
- Building/Compiling
- Debugging
- Dependency Management
- Testing
- Code Review
- Release / Deployment
- Experimentation
- Bug Tracking / Fixing
- Monitoring and Alerting
Each persona will have custom steps in addition to (or instead of) those. Some personas, like data scientists, will have completely different workflow steps.
This isn't just a list of tools, but sentences that describe how those tools are used in each "phase" of development above.
Sometimes you will find that a persona has different ways of working for each person or team. In that case, you should document the broadest things the persona has in common, and note that otherwise there are a lot of differences between individuals. If there are large sub-categories (essentially "sub-personas" who have unique workflows within a larger persona) you can call out how those large sub-personas work, too. The trick is to keep the document small enough that people can read it and you can easily maintain it in the future, while still being useful for its readers.
These documents are useful for infrastructure owners who are engaging in new strategic initiatives and need to understand if their plans are going to fit in with how developers across the company work. For example, if I'm going to work on a new web framework, does it fit in with how web developers work? Are there any other developers who might benefit from it, at the company?
Persona champions are the primary people responsible for processing the feedback from our surveys and real-time feedback systems. They get access to the raw feedback data in order to process and categorize it into actionable insights.
After each survey, this process occurs:
- A persona champion produces an analysis document listing out the top pain points for that persona. This involves categorizing the free-text feedback, looking at the 1 - 5 satisfaction scores produced by the survey questions, and doing direct follow-up interviews with developers as necessary (when we need more clarity on what the specific pain points are).
- We share the analysis document with the relevant stakeholders. This always includes specifically notifying any team that might be involved in fixing one of the pain points. They should get an immediate "heads up" that their tool is being named as a top pain point for a persona.
- We schedule a meeting that includes all those relevant stakeholders. The attendees should include people who have priority control over the work of the relevant infrastructure teams (i.e., the managers of the stuff named in the pain points). We go over the analysis document, answer questions, and agree on next steps. Somebody (such as a Technical Program Manager) is responsible for following up and making sure those next steps get executed.
It is important that this whole process happens before the planning cycle of the infrastructure teams, so that there is enough time for them to consider developer feedback in their planning.
Persona champions also help curate the questions that go into surveys for their persona. They get lists of questions to review, and can also propose new questions for their persona when necessary.
We expect persona champions to be available to answer questions about a persona from various parts of the organization. People might want more specifics about a particular pain point noted in the feedback analysis, or they might have questions about behavior or data not included in any of our documents.
We expect persona champions to put in reasonable effort to answer reasonable questions posed to them, as long as those questions will actually assist in developer productivity if answered. If the work to answer a question would be too extensive, it is fine for the persona champion to decline to answer it, citing the amount of work that would be involved in getting the data.
Next: Data vs. Insights