This article discusses how the Open University explores the usage of personas, scenarios and narratives as a methodology underpinning the production life-cycle of new learning systems, from conception through to design, development, testing and post production promotion. It explains the personas, scenarios and narrative concepts.The conclusion is that the main risk when applying these techniques is that the people involved in the design, creating and dissemination of services don’t engage or understand the concept of personas and narratives and their importance in creating better services, this leads to a further risk that the tools are not applied holistically.
