ABSTRACT
Everybody involved in the development of Facilities Management (FM) processes and in servicing users can benefit from using personas because they are key to knowing practitioners’ beneficiaries in all processes. The take on personas that is the most relevant depends on the individual type of FM organisation; therefore, each FM organisation should develop its own contextual persona. A persona is a fictive description of a user, customer or, a resident. The personas method was originally used in information technology development but has spread to be used in marketing, communication, concept development and innovation. The FM staff can develop personas themselves, or practitioners can acquire assistance from external specialists. In the way, personas, and hence the perspective of the end user, become part of ongoing innovation processes.
