Q: Describe a decision that you made within the last year that you are very proud of.
This year, one of my contributions to STC was serving as STC Silicon Valley Chapter Vice president and program manager.
In my position as a chapter leader, I’ve provided significant resources to members. My chapter leadership team and I ensure that members receive added value for their membership – including career-enhancing programs, dynamic speakers, and a hands-on Easy DITA class that qualified some of our members to obtain new positions.
Contributing to chapter leadership is also personally rewarding because it allows me to give back to STC and provide valuable benefits to members.
I explored user experience topics, such as personas and Customer Journey Maps, to see where these tools might aid me in understanding my company’s customers. I researched these topics on my own time.
I decided to act as an entrepreneur and champion for personas and Customer Journey Maps within my company. I started incorporating personas in my document design specifications. I talked with as many customer-facing stakeholders for my product to develop ad hoc personas. I also shared my finding through presentations at local and international STC conferences.
I was confident about the value of these tools. I shared my product personas with Customer Experience stakeholders within my company. They asked me to create personas for Exchange, my company’s customer conference. These personas provided proof- of-concept to key company stakeholders. My company now uses personas in customer research. I am proud that my personal initiative contributed to increasing customer intimacy at my company.