Bias Check: Do Your Personas & Journey Maps Reflect Customer Diversity?
Kerry Bodine
FEBRUARY 6, 2021
I’m a strong proponent of including a short description of the customer persona on each journey map. (Otherwise, how do you know whose journey is being represented?) That practice often brings up a question during client conversations: To what degree should our personas represent different races, genders, religions, sexual orientations, etc.? It’s Black History Month here in the United States, and that seems the perfect time to answer this question in a public forum.
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