HAPI
Our team
Joanna
Role
UX Research
Date
Jan 2024
The Problem
ScriptRunner team wanted deeper customer understanding, accelerating their ability to develop products that resonate with their target audience and achieve market traction.
Our Approach
We segmented users and worked on understanding their needs and behaviours to guide feature development prioritisation and messaging through proto-personas, interviews, qualitative personas, problem charts, and a segmentation survey.
Making the business case
It’s usually straightforward to buy a tool that will make a process more efficient or effective – but if the tool only benefits the Jira admin, they struggle to justify any additional costs
Almost all users struggle with scripting
Cloud-first users struggle most with terminology
Migrating users struggle most with differences from server/data center
Users first, Admins second
Most Jira admins started out as Jira users
Many started as product owners or project managers. Those with experience of other service management ecosystems compare Jira with the previous ecosystem
There are three user types
Jira admins who have previously used server/data center
Admins coming from other ITSM ecosystems
Consultants migrating, installing and training Jira admins