As generative artificial intelligence (AI) tools become more widely available, organizations face a new challenge: not just deploying these tools, but effectively supporting users based on their individual readiness and ambition. Each user engages with AI differently, bringing unique levels of familiarity, confidence and intent. To address this, organizations should focus on aligning AI support with user personas, each with their own tailored adoption strategies that support real value creation.
So how can leaders match the right support to the right user at the right time?
Understanding user intent, not just user role
Behavioral personas offer a practical lens for understanding how employees engage with AI, regardless of their role or seniority, and help ensure support strategies are aligned with actual usage patterns. Segmenting users by behavior rather than by title enables organizations to make more intentional and effective decisions around training, access and governance for generative AI tools.
These personas are not rigid labels, and may not always be formally assigned, but are evolving modes of engagement that reflect a user’s comfort, curiosity and confidence with AI tools:
- Pioneers: Forward-thinking innovators who are pushing boundaries, actively experimenting with new tools, proposing ideas and seeking access to more advanced capabilities. They’re often early adopters who help drive momentum across the organization.
- Explorers: Engaged, curious users who are applying Gen-AI in meaningful ways, often within defined tools. They may not be creating brand-new solutions, but they’re hands-on and looking to make their work more efficient and effective.
- Consumers: A more passive group who won’t seek out AI tools on their own but will use them if directed. For this group, training and clear use cases are essential to unlock value.
Rather than labeling individuals as one type or another, think of these personas as fluid states that users may move overtime as comfort levels and capabilities grow. Recognizing and supporting these shifts allows organizations to meet users where they are, accelerate adoption and unlock greater value from Gen-AI investments.
