BPM - Business Process Analysis > Customer Journey > Managing the Components of a Customer Journey > Describing persona and persona groups
Describing persona and persona groups
This phase consists of identifying the different customer segments according to their needs and what they bring to the company.
*A persona corresponds to a customer segment targeted by the experience of the client journey.
*With the HOPEX IT Business Management solution, Personas are Business Partners.
Defining persona hierarchy 
*A persona group is grouping of personas according to similar objectives on several customer journeys.
To create a Persona Group:
1. In the navigation bar, select Customer Journey > Persona.
The list of Persona Group appears.
2. Click New > Persona Group .
The Creation of a Persona Group window appears.
3. Enter the name of the group.
"Sports customers" and "Young customers", for example.
4. Click OK to close this dialog box.
The persona group that you have just created appears in the list of Persona Group.
Creating a persona 
*A persona corresponds to a customer segment targeted by the experience of the client journey.
To create a persona:
1. In the list of persona groups, click the New button of the selected persona group.
2. Select Persona.
A creation widow appears.
3. Fill the Name of the persona (young adults for example).
4. Click OK.
The created persona appears in the hierarchy of the persona group.
Accessing persona properties 
To access persona properties:
1. From the list of persona, click the Properties icon related to the persona.
The Overview property page appears.
2. Use the tabs to access the different property pages.
*You can display (or hide) tabs using the button.
Specifying the fulfillment of a persona 
*The fulfillment of a persona enables to associate a persona to Org-Units described in your repository.
To specify the fulfillment of a persona:
1. Access the property page Characteristics > Fulfillment of a given persona.
*You can display (or hide) sections using the Manage sections button.
2. In the Persona Fulfillment section, click New.
The Creation of a Persona Fulfillment window appears.
3. Select Org-Unit in the Object Type field.
4. Select the required Org-Unit in the Business Agent Realizer field.
5. Click Add.
The fulfillment of the persona is added.
Specifying the expectations of a persona 
*A customer expectation is an enterprise result expected by the persona at the end of the journey.
To create a Customer Expectation from a persona:
1. Access the property page Characteristics > Customer Expectations of a given persona.
*You can display (or hide) sections using the Manage sections button.
2. In the Customer Expectations section, connect an existing customer expectation or create a new one.