NHS patient persona template

A persona for someone using a health service app to book and manage care. Use it as a model for public service and healthcare projects.

Name: Aisha Rahman
Role: Staff nurse on rotating shifts, patient of a busy GP practice
Context: Uses her phone between shifts, often with poor signal on the ward. Cannot ring at 8am because she is working.
Goals: Book an appointment without a phone queue
See clearly what happens after she has booked
Not have to repeat her symptoms to three people
Key tasks: Book or change an appointment
Order a repeat prescription
Find a test result
Frustrations: Slots appear at 8am only and the page does not say so
A long triage form that cannot be saved
No confirmation she can show later
Motivations: Wants to be seen quickly and not use up her few free hours on admin. She trusts a service that tells her honestly what to expect.
In their words: I do not mind waiting. I mind not knowing how long.
Why they would give up: If she is asked to start the form again after a dropped connection, she will give up and ring in on her day off.

Questions

Frequently asked questions

What's in the nhs patient persona template?

One fictional persona with a name, role, context, goals, frustrations, motivations, a quote and the reason they would give up.

Can I add a second persona?

Yes. Loading this template onto a persona you have already written adds it as a new persona, so nothing is overwritten.

Is the content real?

No. It's a fictional example written as a hypothesis, with no statistics and no real person behind it. Replace it with what your own research shows.

Do I need an account?

No. You can build, preview and download without signing in. You only sign in to share a link or save your work.