Skill Sets
A Skill Set is a structured group of interconnected activities that work together to achieve a specific function. It is crucial to define appropriate skill sets, as most activities do not operate in complete isolation within a dialogue. Instead, they typically form part of a larger procedural flow, aligning with a typical use case the persona is designed to handle.
Practical Purpose
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Ensures Logical Flow – Since activities are rarely standalone, grouping them into skill sets helps maintain coherence in the persona’s responses.
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Improves Efficiency – A persona can handle complex interactions smoothly by following predefined structured steps.
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Aligns with Use Cases – Each skill set directly supports specific business or functional tasks, making the persona more effective in real-world applications.
Example: For a customer service persona in a mobile operator application: - The “Troubleshooting Roaming Issues” skill set may include activities such as: - Diagnosing the issue (e.g., checking network status). - Guiding the user through manual settings adjustments. - Escalating unresolved issues to human support.
By organizing activities into skill sets, the persona can execute tasks in a structured and efficient manner, enhancing the overall user experience.
Note: Skill sets serve two distinct purposes: Social and Business. Any activities added to a skill set should align strictly with its intended purpose.