In order to ensure successful product development processes, manifold modelling approaches have been developed, which cover a wide range of aspects such as responsibilities, duration of activities and dependencies. Still, an industry standard does not exist. Users of process modelling approaches are driven by different targets depending on the respective role. Currently, practitioners need to evaluate strengths and weaknesses of each approach by themselves and find little guidance for the selection.

As a consequence, users might select unsuitable approaches and do not get the expected result. Thus, the intended applications of the model such as analyses or an optimization of the process are hampered. This could heavily affect companies´ success by product or project failures.

The paper shows the concept of a recommendation tool that enables a suitable and effective selection of process modelling approaches. Key element is the description of relevant use cases and personas that represent the various needs of both different company types as well as different roles within such as process modellers and users. By identifying the most relevant case, each practitioner will be successfully guided to the most suitable modelling approach.

Digital inclusion is becoming more important as many consumer products and engineered systems adopt increasingly digital interfaces. The designers of such services often assume that users have a certain level of digital interface competence, but this is not the case for many users. In this paper, we present a set of personas that could help designers to better understand and consider the range of digital expertise across the population. The personas are based on survey data from 338 people across England and Wales in 2019. The survey examined various factors that affect ability to use digital interfaces, including technology experience, attitudes towards technology and competence with basic interface operations. Twelve clusters were identified using K-means cluster analysis, and twelve personas were developed based on these. The personas help to bring to life the range of digital expertise and highlight people at risk of digital exclusion. In addition, the cluster sizes indicate the proportion of the population represented by each persona and thus the scale of potential digital exclusion.