What is the purpose of using "personas" in process mapping?

Using "personas" in process mapping primarily serves to understand the needs and behaviors of users who interact with the processes. Personas are fictional representations of different user types based on research and real data. They help teams empathize with users by encapsulating their motivations, goals, and challenges. This understanding is crucial in process mapping as it allows for the design and improvement of processes that are user-centered. By keeping the users' perspectives in mind, organizations can tailor their processes to better meet the needs of their customers or employees, ultimately leading to more effective and efficient business operations. This focus on user understanding ensures that the processes align with how people actually work and interact with systems, rather than being based solely on theoretical constructs or assumptions.