docs/v3/personas/ · 11 personas · F selected, G–K roadmap · 2026-05-09

Personas — who uses V3, what they do, where they show up.

Self-contained reference for director discussion. Each persona is a job function, not a title — one human can hold multiple. The chain runs persona → wedge → primitive → feature/screen. Below: the 11 personas with their detail, then two matrices that pivot the same data by wedge and by primitive.

← Back to gallery Source: personas/NOTE.md Source: wedges/README.md
Three sides, eleven personas — plus integrations.
Patient (1), Provider (5), ArokaGO internal (4). PR4 expands archetype-by-archetype to six clinical/service variants. Seven external system actors (Stripe / Cal.com / Chatwoot / Google Business / Tolgee / Novu / Zitadel) participate in workflows and own failure modes — see System actors.
Patient side

Demand

  • P1Patient — 6 stages from window-shopper to repeat.
Provider side

Supply

  • PR1Owner / CEO — P&L accountability, signs the contract.
  • PR2Account Admin — catalog, team, marketing, branding.
  • PR3Coordinator — front-line, inquiry → booking, multi-channel inbox.
  • PR4Practitioner — 6 archetype variants (Health, Wellness, Lab, Insurance, Facilitator, Pharmacy).
  • PR5Ops Manager — schedule, capacity, settlement, compliance.
ArokaGO

Internal

  • A1Platform Operator — onboard, KYC, dispute, partnerships.
  • A2Platform Analyst — AI/ML model owner, A/B, anomaly.
  • A3Content Producer — articles, EEAT, healthlib (5 access tiers).
  • A4Moderator — editorial, community, live, translation review.
Persona inventory
One card per persona. Each card answers: who · what they do · which wedges activate them · which primitives they touch · which screens to show in this gallery.
P1

Patient

Patient side · cross-archetype · V2.5: User.Client

Find a credible provider for a specific health/aesthetic/wellness concern, decide, transact, travel, receive treatment, recover.

Seven stages (sequential) + companion variant
P1.window P1.a inquirer P1.b booked P1.c in-treatment P1.d recovering P1.e repeat P1.w companion · cross-stage
Primitives touched
Discovery Trust Marketplace Conversation Commerce
Active wedges
F · v1 G H I J K
Featured screens
PR1

Owner / CEO

Provider side · cross-archetype · V2.5: ProviderUser.role='owner'

Run the supplier business profitably. Set strategy, approve big-ticket investments, sign the V3 subscription, hold accountability for P&L and patient outcomes.

Primitives touched
Insight Growth Commerce Trust Marketplace
Active wedges
F · v1 G H I · heavy J K
Featured screens
PR2

Account Admin / Marketing Lead

Provider side · cross-archetype · V2.5: ProviderUser.role='admin'

Manage the provider's V3 presence at the account level. Catalog, team, content, marketing, branding. Removes V2.5's MAX_TEAM_MEMBERS=3 cap.

Primitives touched
Marketplace Trust Growth Insight Discovery Conversation
Active wedges
F · v1 G · extends catalog H · campaigns I · ads + tier J K
Featured screens
PR3

Coordinator / Patient Liaison

Provider side · workflow varies by archetype · V2.5: ProviderUser.role='member'

Front-line patient response. Convert inquiries to bookings. Operate V3 inbox + WhatsApp + LINE + email simultaneously. The voice of the supplier to international patients.

Primitives touched
Marketplace Conversation Commerce Trust
Active wedges
F · v1 G · slot-aware quote H · unified inbox · fully active I J K
Featured screens
PR4

Practitioner

Provider side · archetype-specific (6 variants) · V2.5: ProviderStaffAccount

Deliver the actual service the supplier sells. Specifics depend on archetype — clinical care, wellness session, lab analysis, insurance underwriting, case coordination, dispensing.

Six archetype variants
PR4.Health · Doctor PR4.Wellness · Therapist PR4.Lab · Lab Tech / Pathologist PR4.Insurance · Underwriter PR4.Facilitator · Case Manager PR4.Pharmacy · Pharmacist
Primitives touched
Trust Conversation Insight Commerce
Active wedges
F · v1 · Health + Wellness only G · slot ownership H I J · Lab/Insurance/Facilitator/Pharmacy first-class K · mobile companion
Featured screens
PR5

Ops Manager

Provider side · cross-archetype · V2.5: ProviderAdmin (ops sub-role)

Keep the operation running smoothly. Schedule, capacity, supplies, payment reconciliation, no-show handling, dispute escalation, compliance paperwork.

Primitives touched
Commerce Insight Compliance
Active wedges
F · inactive at v1 G · ★ first appearance H · campaign cost reconcile I J K
Featured screens
A1

Platform Operator

ArokaGO internal · cross-archetype · V2.5: User.Administrator + User.ArokaGO

Run the V3 platform from the inside. Onboard Thai providers, KYC, dispute resolution, patient-origin-country compliance (~13 source markets), partnership management, refunds beyond PR1's threshold.

Primitives touched
All (admin views) Trust Compliance Insight
Active wedges
F · v1 · manual verify G H I · ad inventory + tier admin J K · financial product compliance
Featured screens
A2

Platform Analyst / Engineer

ArokaGO internal · cross-archetype · V2.5: ArokaGO (eng/data sub-role)

Train and tune the AI/ML models that power V3 — matching, ranking, pricing, fraud, content moderation, translation. Build platform analytics. Run A/B experiments. Monitor health.

Primitives touched
Insight (writes) Discovery (ranking) Marketplace (matching) Trust (fraud) Conversation (translation)
Active wedges
F · v1 · events instrumented G H · heavy · segment + lead-score models I · demand forecast + ad attribution J K
Featured screens
A3

Content Producer

ArokaGO + external · 5 access tiers · V2.5: User.ContentWriter (internal tier)

Author and update content (SEO articles, provider-attributed expertise, healthlib, news) that powers organic discovery and provider EEAT credibility. Maintains the ArokaGO marketing/career pages.

Five access tiers
A3.internal A3.provider A3.freelance A3.patient A3.ai (drafts only)
Primitives touched
Discovery (SEO) Trust (provider EEAT)
Active wedges
F · inactive · V2.5 surface holds G · ★ active H I J K
Featured screens
A4

Moderator / Trust & Safety

ArokaGO internal · 4 sub-tiers · V2.5: ContentAdmin + Moderator

Gate everything user-generated or externally-authored before it reaches public eyes. Editorial review, community moderation, dispute handling, live-session moderation, per-locale translation review.

Four sub-tiers
A4.editorial A4.community A4.live · K A4.translation · Tolgee
Primitives touched
Trust Conversation Compliance Insight (sentiment)
Active wedges
F · inactive at v1 G · ★ community + editorial H · editorial · campaign copy I · ad-policy review J K · ★ live + translation full
Featured screens
Wedge × Persona — when does each persona activate?
F is the v1 wedge (Quotation→Commerce bridge, selected 2026-05-09). G–K are the roadmap. ★ marks first-time activation; ● is heavy / lead persona; ◐ is active / carry-forward; — is inactive at that wedge.
Persona F · v1 · Quotation→Commerce G · Bookable catalog H · Growth engine I · Monetization expansion J · Archetype expansion K · Mobile + stretch
P1Patient
PR1Owner / CEO heavy
PR2Account Admin
PR3Coordinator heavy
PR4.HealthDoctor mobile
PR4.WellnessTherapist
PR4.LabLab Tech ★ first
PR4.InsuranceUnderwriter ★ first
PR4.FacilitatorCase Manager ★ first
PR4.PharmacyPharmacist ★ first
PR5Ops Manager ★ first
A1Platform Operator extends
A2Platform Analyst heavy
A3Content Producer ★ first
A4.editorialModerator ★ first
A4.communityModerator ★ first
A4.translationPer-locale ★ first
A4.liveLive moderation ★ first
Heavy / lead Active / extend ★ First-activated here Inactive
Primitive × Persona — who touches which primitive?
Eight primitives (Discovery, Trust, Marketplace, Conversation, Commerce, Growth, Insight, Compliance). Weight indicates primary working surface vs occasional touch.
Persona Discovery Trust Marketplace Conversation Commerce Growth Insight Compliance
P1Patient
PR1Owner
PR2Account Admin
PR3Coordinator
PR4Practitioner
PR5Ops Manager
A1Platform Operator
A2Platform Analyst
A3Content Producer
A4Moderator
Heavy — primary working surface Medium — frequent touch Not in their workflow
Persona quick-reference — frequency · V2.5 pain · risk if absent
JTBD framing on the cards above; this table compresses the three dimensions the cards don't surface: how often each persona shows up, the most consequential V2.5 pain V3 must fix, and what breaks if their workflow is left half-built.
Persona Frequency V2.5 pain V3 must close Risk if persona's flow is half-built
P1Patient One-time → repeat (cosmetic / dental yearly; oncology rare) Trust signals weak (ArokaStars dead, no verified-booking reviews); price comparison impossible; payment off-platform → no escrow No demand → providers won't pay
PR1Owner / CEO Weekly No revenue measurement (off-platform conversion); no subscription tier exists to charge them Can't justify the spend → churn
PR2Account Admin Weekly → monthly MAX_TEAM_MEMBERS=3 cap; no marketing automation; no catalog mgmt; per-locale content duplication Provider can't scale → leaves V3
PR3Coordinator Daily (primary working surface) Fragmented inboxes (WhatsApp + LINE + email + V2.5 chat); manual translation; manual quote drafting Conversion stays at V2.5 baseline → no ROI proof for PR1
PR4Practitioner Daily (clinical) · varies by archetype No clinical workflow surface (V2.5 ProviderStaffAccount is profile-only); no provider-attributed EEAT Care quality invisible → no trust differentiation across providers
PR5Ops Manager Weekly · spike at month-end No settlement / reconciliation surface (V2.5 has zero on-platform commerce) Revenue accounting breaks → audit risk + dispute backlog
A1Platform Operator Daily Manual KYC; manual moderation; no formal dispute system; no cross-country compliance routing Platform liability + trust collapse → fraud incidents reach press
A2Platform Analyst Daily Limited model surface; no A/B framework; analytics is read-only on V2.5 events AI capabilities frozen at V2.5 → matching/ranking/translation quality stalls
A3Content Producer Active at G+ (was inactive at F) Per-locale content duplication; no provider-attributed expertise; V2.5 has no EEAT tooling Organic discovery degrades → lower P1 acquisition → marketplace shrinks
A4Moderator Daily (editorial); G+ for community Editorial review light; community moderation underdeveloped (PLAN.md L102); live moderation absent; per-locale translation review absent Trust + community degrade → patient-side gravity loss
System actors — the integrations every workflow depends on
Not personas (no human job function) but participants in workflows. Their failures cascade into specific persona experiences. Each one owns a state-machine boundary that Pass 3 + Pass 5 trace through. Naming them here so they're not invisible at design time.
Actor Role in V3 Owns (state-machine boundary) Failure-mode preview Personas impacted on failure
Stripe Payment rail (deposit + full payment) · F primary Charge → webhook → settlement Webhook drop → PR1 sees stale balance; charge succeeds but Quotation stays "pending paid" PR1, PR5, P1
Cal.com Booking calendar · G primary Slot inventory + booking lifecycle Sync lag → double-booking; cal-sync fails → P1 sees no available slots PR3, PR5, P1, PR4 (slot owners)
Chatwoot Omnichannel inbox · H primary Multi-channel conversation routing (WhatsApp / LINE / email / web) Channel auth expires → inbound leads silently miss; routing rule breaks → conversation lands in wrong PR3 queue PR3, A1 (oversight), P1 (response time)
Google Business OAuth Reviews sync · F supplement, full at F+ OAuth token + review pull schedule Token revoke (provider re-auths Google account) → review feed goes stale silently PR2 (catalog), P1 (trust signals at discovery)
Tolgee Self-hosted i18n (replaces V2.5 OpenAI pipeline) · all wedges Translation memory + AI MT + per-locale review queue Tolgee down → fallback to live MT or English-only; review queue grows unbounded A4.translation, all locale-dependent flows for P1, PR2, PR3
Novu (ReNovu) Notifications · all wedges Email / SMS / push / in-app workflow rendering Workflow misfire → notification storm; provider misconfig → silence All personas (every notification recipient)
Zitadel Identity · consolidating from V2.5 custom mfauth + sync OAuth + MFA + SSO + session Zitadel outage → blanket can't-log-in; sync drift → roles out of date All personas (auth boundary)