Skill Set’s Practical Purpose

Skill sets serve several practical purposes:

  • Ensures Logical Flow – Since activities are rarely standalone, grouping them into skill sets helps maintain coherence in the persona’s responses.

  • Improves Efficiency – A persona can handle complex interactions smoothly by following predefined structured steps.

  • 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.

Skill sets serve two distinct purposes: Social and Business. Any activities added to a skill set should align strictly with its intended purpose.

To learn how to create a skill set, see How to Create a Skill Set.