Non-technical customer
Ingrid
“Tell me in plain language.”
- Reads carefully
- Avoids jargon
- Needs clear steps
Synthetic persona · fictional name and abstract identity, not a real participant.
The guiding question
What Ingrid is trying to do
Understand the offer and what to do without specialist vocabulary or assumed technical knowledge.
Digital habits
- Look for explanations and concrete outcomes on the main path.
- Seek context for unfamiliar concepts before proceeding.
Priorities
- Plain-language meaning.
- Clear consequences and next steps.
Frustrations this perspective probes
- Unexplained jargon or abstract feature language without practical meaning.
- Next steps or concepts requiring domain knowledge not supplied by the page.
What this perspective does not prove
Focuses on specialist language blocking the main path, not technical material clearly separated from it.
These are behavioral tendencies, not promised findings. The chosen task, site and observed journey determine what can be assessed. Individual runs can vary.