Lesson Objectives:
By the end of this lesson, you will be able to:
- Identify the four key Skedulo personas.
- Understand the unique needs and responsibilities of each persona.
- Align your role with one of these personas to customize your learning journey.
What is a persona?
Now that you have a general understanding of what Deskless workforce management is all about, let’s dive into something super important – the people who use Skedulo. These people, or “personas,” each have unique roles and responsibilities within their organizations, and their needs differ when interacting with the Skedulo solution. Understanding these personas is crucial because it helps you see where you fit into the system and how Skedulo can support you in your role.
By the end of this lesson, you’ll not only know the four main personas that interact with Skedulo but also gain insight into their specific needs. This way, you can align your learning path to the persona that most closely matches your role.
Why Do Personas Matter?
When working with different roles in an organization, it’s easy to get overwhelmed by the variety of needs and requests. Each person might ask for something slightly different based on their daily tasks, responsibilities, or challenges. You’ll hear things like, “I need to access my schedule faster,” or “I never know if my people are where they need to be,” and so on. While these needs are all valid, they can sometimes seem scattered and hard to prioritize.
That’s where personas come in handy.
By grouping these individual requests into broader personas, Skedulo helps categorize needs in a way that makes it easier to understand who benefits from certain features. Instead of focusing on every individual request, we map out these needs by persona. This way, we ensure that each type of user has the tools, resources, and features that directly impact their day-to-day work.
For example, the Deskless Worker’s needs often center around mobility and ease of use, like having quick access to schedules and job details. In contrast, a Scheduler needs visibility over the entire workforce to assign jobs effectively. While both roles have unique needs, personas help us focus on solutions that cater specifically to each type of user, ensuring nothing gets lost in the mix.
By using personas, we simplify the complexity, making it easier for Skedulo to deliver the right functionality to the right people.
Personas are a shortcut to understanding how different people interact with Skedulo and what features are most useful to them. Think of personas as “user profiles” that help map out the typical needs and expectations for each role. Once you know who you’re working as (or with), you can focus on the specific features and tools that will make your workday more efficient.
The cool part? As you advance through your Skedulo journey, you’ll start learning more about specific industry use cases and personas that go beyond these four. But for now, let’s stick to the basics!
The 4 Skedulo Personas:
Resource, Mobile Worker, Field worker, Untethered worker
Deskless Worker
As the name implies, we define a Deskless Worker as anyone who does not sit behind a desk to perform the majority or all of their work. Deskless Workers typically only manage their own schedule and are a user of our mobile app.
Needs
- Visibility and easy access to their schedule to plan their working day
- Information available to support quality customer service
- Easy navigation between job locations
- Streamlined documentation and job data capture
Coordinators, Dispatchers, Scheduling Managers
Scheduler
A Schedulers role is to manage the day to day movements and coordination of Deskless Workers, constantly keeping their finger on the pulse and responding to the demands of a mobile workforce. Schedulers may also be the ones creating the work and typically a user of our Web app.
Needs
- Visibility and connection with regional workforce
- Match Resource skills and requirements to work
- Optimize working day of Resource including efficient travel time
- Detailed and granular view of the Deskless Workforce that can be customized
Manager, Director, Supervisor, Finance Manager
Operations
Operations oversee, plan and structure the schedule based on operational goals. They benefit from tools to help drive cost efficiencies and need to see the bigger picture. Operations may also represent supporting departments such as finance, human resourcing, etc.
Needs
- Oversight of cost and utilization of workforce
- Single view for analysis and planning for operational efficiencies
- Scalable solutions that can show ROI and minimize risk
- Big picture view of the workforce
System Manager, IT Department, CIO
Administrator
Manages the solution updates, configuration, integrations with 3rd party applications and may support the other personas with system training and user management.
Needs
- Oversight and understanding of the complete end to end process
- User management, access, permissions and system security
- Knowledge to support and consult with other personas to improve system capabilities and efficiency
- System updates, release management and handles relationships with various support channels
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