Which term refers to short stories about personas achieving goals through services?

The term that refers to short stories about personas achieving goals through services is scenarios. Scenarios are used to illustrate how different personas interact with services in specific contexts, detailing the steps they take and the outcomes they achieve. These narratives help in understanding the user experience and the value delivered by services, facilitating a better alignment between service design and user needs.

Using scenarios is crucial in service design and delivery, as they provide insights into the motivations, challenges, and behaviors of users, allowing organizations to tailor their services more effectively. By crafting narratives that depict personas in action—navigating through a service in pursuit of their goals—organizations can highlight important features, identify potential pain points, and ultimately enhance the overall experience for stakeholders.

While other terms like touchpoints, personas, and journey maps play important roles in understanding user interaction and experiences, scenarios specifically focus on the storytelling aspect that illustrates the achievement of goals, making them distinctive in this context.