Washington Resident Portal Personas
A user research–driven persona framework that identifies key resident groups interacting with government services and outlines their needs, behaviors, and pain points to inform digital service design.
This resource presents five distinct resident personas—Public Benefits Recipients, Informal Supporters, Salaried Advocates, Complying Professionals, and Occasional Engagers—derived from survey data (1,393 respondents) and interviews to represent how people interact with Washington State government services.
It highlights shared behavioral patterns, such as a preference for online-first interactions followed by phone or in-person escalation when issues become complex, and emphasizes the importance of designing services that are flexible, accessible, and responsive to real-life circumstances.Â
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