customer archetypes

Resilient Customer Archetypes: How Research Teams Can Build an Enduring and Evolving Understanding of Users

by GILLIAN BOWAN, Atlassian Atlassian teams rely on a range of customer archetypes to empathize with customers, understand their problems, and design solutions that meet user needs. But what happens to these artifacts over time? Do they become anecdotal, fuzzy, weathered and smooth via repetition and distance from primary data? Do they merge with an organization's cultural fabric, taken for granted and beyond the scope of reflection? And how can we, as researchers, sketch out and maintain resilient yet flexible archetypes that hold their shape over time? Members of our growing research team are reflecting on this challenge as we breathe new life into a long-standing trope of customer behavior, The Champion. Broader industry shifts, including the mass transition to cloud apps and changing priorities within our organization prompted our research team to reassess this archetype. Our experience suggests the power of a research community coming together to refresh our data and connect existing concepts to emerging business needs. Through...