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Author Phuong Anh Nguyen, Robert Houghton, Sarah Sharples, Amanda Crompton |
| Abstract This research addresses the limited empirical evidence about the efficacy of using personas in public sector decision-making. Despite the increasing interest in using personas in policymaking, policymakers frequently express scepticism over the application of this relatively novel tool for complex social challenges. To fill this gap, the study employs a qualitative, scenario-based experiment in the context of transport disruption. The research findings indicate that personas enhance human-centred system thinking and encourage decision-makers to adopt a more inclusive context-sensitive approach. |
