Gartner Research

How to Use Personas, Memes and Rewards to Improve IT Self-Service Portal Adoption

Published: 30 June 2015

ID: G00276856

Analyst(s): Hank Marquis, Tapati Bandopadhyay


Having a strategy and building an IT self-service portal is necessary but not sufficient to improve its continuous appeal and adoption by business users. I&O leaders should use personas, memes and rewards to institutionalize IT self-service.

Table Of Contents
  • Key Challenges



  • Use Customer Segmentation and Targeted Marketing Techniques to Create Personas and Memes
    • Personas
    • Persona Use Case Example
    • Memes
    • Meme Use Case Example
  • Create Rewards and Recognition Schemes for Business Users and Show Continuous Improvement to Institutionalize Self-Service
    • Use Cases

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