Investigate – Point of View Statements

Point of view (POV) statements take user, needs, and insights, to combine them to make statements tailored around each user. In the last project, we used one fixed descriptor for each user in the POV statements. This meant that the POV statements would always define the primary archetype of the persona as the user, so for example, statements based on Keiko Aoki’s POV would always define her as an “elderly user”.

This time I decided to do something different. Since I worked on making my personas to give them depth, they ended up being multi-faceted – Jack for example is defined as a sportsman, but from another angle, he’s also a flatter, and his needs as a flatter are quite different from his needs as a sportsman. I felt that one descriptor to bind personas into one fixed role tends to limit the quality and quantity of the POV statements because they tend to neglect some aspects of the personas’ traits. So what I did instead is used multiple ways to describe the user depending on how I’m looking at the persona at the time.

Jack Thompson:

  • A sports-person needs to be able to get clean quickly and efficiently, because they want to be clean but may be short on time.
  • A person who flats needs to feel respected because the bathroom needs to be shared but still want the space to feel personal and private.
  • A sports-person needs relaxation because showering or bathing is a means for them to relax their muscles after strenuous exercise.
  • A sports-person needs good temperature control because they may alternate hot and cold functions for therapeutic use.
  • A flatter needs a system for storing bathroom objects because space in a shared bathroom can be scarce.
  • A Flatter needs an adaptable bathroom setup because users usually alternate to take turns showering alone, so each time the flatter re-enters bathroom they me need to reconfigure own settings.
  • A flatter needs a bathroom space that is easy to clean because a bathroom with high traffic needs frequent cleaning and negatively effects on hygiene and mood of all users.

Annabell Matthews:

  • A mother needs the bathroom to look and feel clean and because an unhygienic bathroom is a hazard to the health of her family.
  • A stressed person needs her bathroom experience to appeal to the 5 senses, Because sensory effects – especially warmth – has a greater effect on mood.
  • A mother needs her bathroom space to be safe, because Safety and accident prevention is particularity important when children are involved.
  • A mother needs a bathroom that is easy to clean because for her cleaning is a chore that is allocated to her by other users and seen as a hindrance.
  • A mother needs a healthier and easier method of cleaning because harsh chemicals that cannot be mixed are often stored in the bathroom, and pose a hazard to health.
  • A mother needs a means to keep time in the bathroom because it’s easy to lose track of time when relaxing but that may cause stress later.
  • A image-conscious person needs an efficient way to complete image routine because vanity use can often take up the more time than other bathroom uses.
  • A image-conscious person needs good visibility and lighting, because the bathroom is a private space often used for self-evaluation of image and self assessment of health.
  • A image-conscious person needs a an easy way to clean because the mix of products used in bathrooms can often create cleaning challenges.
  • A house-owner needs to reduce water wastage because there is opportunity to reuse waste water and reduce wastage through other functions and uses.

Keiko Aoki:

  • Elderly users need stable and efficient water temperature control because cold water temperature fluctuates with weather and can have a negative effect on their health.
  • Elderly users need to feel comfortable because other users reconfigure shower settings that may be uncomfortable for her and difficult for her to change.
  • Elderly needs her bathroom space to be safe, because safety and accident prevention is particularity important when children or elderly are involved.
  • Elderly users need to feel independent because inability to care for themselves negatively impacts on both physical health and emotional well-being.
  • People with poor vision needs to feel independent and capable because inability to see well can affect usability for the user, affects mood and the ability to do a visual assessment of self/health.
  • People with limited mobility need a bathroom that is easily cleaned because limited reach can make cleaning difficult, especially in small spaces.


I found this new approach to POV statements highly effective, and a LOT more useful. I also found that the process of making POV statements would often give me new insights as well. So I would find myself going back to add insights. Interestingly i also found it a lot easier to come up with POV statements for Annabell, but Keiko was a lot more difficult. I would usually prefer to treat all 3 personas fairly, and want to balance the number of insights for each, but after careful consideration, I felt that it would be unnecessary. Annabell was the easiest because out of the 3 personas, she is most similar to myself, and more importantly, she is probably also the biggest stakeholder for bathroom use. So i think it is not unjustified to give her more consideration. I definitely enjoyed POV statements a lot more in this project than the last. Now that I have a better understanding of how to use POV statements, and can tweak it to suit my needs better, I would definitely like to use a similar method again the next time I have a project.


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