Define Your Users
Carl the Customer
Angie the Agent
Be as specific as possible in describing the prototypical user(s) of your product.
Carl has a college degree and has been working for 7 years. He likes technology but worries about the cost of new widgets. In general he is a nice guy, but his patience is short right now.
Angie has a college degree and 4 years of work experience in customer support, her second career. She is good with basic computer applications, like Office, and surfs the web a lot in her free time.
Acme Corp. Users
Autor Aaron Sherman