Persona
End User
Who uses the platform daily. Rep, buyer, attendant, operator. Silent vote of adoption or sabotage.
What keeps them up at night
Ease of use, daily speed, integration with existing tools.
Vocabulary
- shortcuts
- automations
- click reduction
- guided flows
Proof that convinces them
Hands-on demo; operator testimonials; short before/after videos.
Issues for this persona
When the Customer Already Knows What They Want, the Salesperson in the Middle Is Cost — Not Service
Not every order needs a salesperson. The recurring one — the customer who rebuys the same thing, on the same cycle, with no doubt — doesn't need to be served, it needs to be unblocked. Treating that rebuy as a new sale costs money and slows down someone who just wanted to buy again.
The Salesperson Closes the Sale — Then Calls the Branch to Ask If They Can Still Sell
When the information the salesperson holds was already born stale, every sale carries a phone call. It's not the team's lack of effort — it's an information friction that turns the moment of the sale into a moment of waiting.