PERSONA TIAGO COSTA (TIA)

PROJECT ES GROUP 10

SHORT NAME
Tiago Costa TIA

IMAGE OCCUPATION

Retired construction worker

MATERIAL STATUS

Married

QUOTE

"The best time to start living the life you want was 20 years
ago. The second-best time is now"
AGE

75 DEPENDENTS

None

GENDER

Male HEALTH CONDITIONS

Diagnosed with high blood pressure and high cholesterol

NATIONALITY due to his family history of heart disease, he worries about
Portuguese the risk of heart attack and strokes. He takes medications to
manage both conditions.

GOALS
PHARMACY NEEDS
Maintain his overall
Once a month, it is necessary to refill his prescribed blood
health and prevent the
pressure and cholesterol medications.
evolution of his chronic
conditions. He wants to
INCOME & LIFESTYLE
spend time with his family
and enjoy his retirement Income: 1k/month income.
without being limited by Lifestyle:
his health and conditions. Tiago lives alongside his wife in his own house in the city
center close to all their needs. He usually runs his errands
while walking his dog. He and his wife are considering
moving to the countryside when they get older to have a
calmer life away from the city.
SCENARIO & OBJECTIVE

Scenario: is taking his dog on a walk and leaves him

outside while he goes to the pharmacy.
Objective: get all his needed medication so he does not
have to come back until the next month.
 •Wants to be advised with clear instructions on how to take
•Will feel better if • Expects the meds to be
his meds (before meals/after meals) (daytime/nighttime)
he were able to bring available
his dog inside with
him • Do not mind small conversations • Expect his questions
and concerns to be
•Expects the pharmacy to have clear signage and be addressed in a timely and
easy to navigate, with staff members available to assist respectful manner. •Space to sit if he feels tired
him if he doesn't know what to do
• Feel a little
anxious that he will
• ‘Good morning/evening • Appreciates not understand how •Intuitive
Sir, how is your day being greeted to buy his meds system to make
going?’ from the staff cheerfully • Likes to the payment
feel at • Open and
• Simple & easy airy space
ease
technology and software
to check/change the
order
• Acoustic music with low volume so the • Pharmacists with a
customer can hear the pharmacist white coat, so it’s
easier to identify

•“Feel better” from the pharmacist • Good lighting - neither too dark nor too
bright, so the customer can read the
receipt and the computer’s screen
• Thank
• Hear friendly people the staff • Clean &tidy
• Learn to pay • Organized
space
with card to be medicines on
• Become a loyal customer faster next time shelves

• Keeps looking at the door to check on his dog

• Return to this pharmacy
again • Bring back the kid to • Great the people that work there
see the technology