System Admin

Name: Gabriela Tavares
Age: 35
Position: Senior Platform Administrator
Address: Aveiro, Portugal

Context

Gabriela holds a bachelor’s degree in Software Engineering and a master’s in Information Systems Management. She worked for three years at Moodle before joining the SecureLearning team as a Senior Platform Administrator.

Daily life

Gabriela’s day revolves around monitoring dashboards and identifying issues such as performance bottlenecks or misconfigurations for different clients. She ensures that each tenant’s version of the platform operates smoothly and reliably, allowing organizations to focus on managing their own spaces without worrying about technical failures.

Objectives and Needs

Have full control over all components of the platform.
Maintain a unified administration space to manage every aspect efficiently.

Pain Points and Challenges

The platform combines multiple integrated systems beyond the LMS, some of which fall outside her main expertise.
Keeping up with new components and dependencies requires constant adaptation and learning.

Motivation

“I want to make sure the platform runs perfectly for every tenant. It gives me satisfaction to create a seamless experience for our clients, minimize errors, and make their work easier. I enjoy tackling complex system challenges and learning more about all the different systems we integrate.”

Content Manager

Content Manager

Name: Teresa Azevedo
Age: 37
Position: Platform Content Manager
Address: Porto, Portugal

Context

Professional from the platform team (global level, outside the organizations). Comes from an e-learning and cybersecurity awareness background. Responsible for maintaining both educational content (courses, videos, quizzes, images, PDFs) and simulation content (phishing email templates and landing pages) available to all organizations. Ensures that every resource on the platform is relevant, up to date, and safe to use, helping organizations build effective awareness and simulation programs.

Daily life

Reviews adoption metrics per organization and feedback received, identifies courses or templates to update, publishes new versions, and discontinues outdated material. Organizes all content by topics, difficulty, or target roles, and ensures quality and consistency across both educational and simulation materials. Ensures phishing templates stay aligned with current threats and best practices.

Objectives and Needs

Maintain a clear, updated, and high-quality catalog of both educational and simulation content.
Ensure all resources are accurate, relevant, and ethical.
Keep visibility on which materials are most adopted or need revision.
Provide diversity in phishing templates to cover a range of realistic attack types.
Guarantee quality and consistency across all published materials.

Pain Points and Challenges

Difficulty ensuring each course stays relevant as cybersecurity trends evolve quickly.
Detecting outdated or redundant resources early with limited feedback.
Managing update priorities under time and capacity constraints.
Ensuring every published course meets high standards despite limited review capacity.

Motivation

“I want every piece of content (from courses to phishing templates) to reflect quality, relevance, and trust. Organizations should only find material worth using.”

Organization Manager

Name: Orlando Alho
Age: 43
Position: Security Analyst
Address: Aveiro, Portugal

Context

Orlando holds a Master’s degree in Software Engineering and has been working at SquareSpace for the past five years. He currently serves as the Security Analyst, responsible for managing and improving the company’s overall cybersecurity awareness.

Daily life

Orlando spends his days monitoring and guiding employees to ensure they maintain good cybersecurity practices. He holds weekly meetings to review password management and recent transactions and provides support whenever employees encounter suspicious activity. Occasionally, he organizes manual phishing campaigns, but lacks the ability to track user interactions or results effectively.

Objectives and Needs

Ensure that all employees have adequate cybersecurity knowledge to perform their jobs safely.
Track the progress of employees in cybersecurity courses and recommend personalized learning paths based on job roles.
Test awareness through phishing campaigns to assess preparedness for real-world attacks.

Pain Points and Challenges

Organizing phishing campaigns regularly consumes significant time and effort.
Tracking awareness levels across the company is difficult without an integrated tool.
The available courses are generic and often fail to address the company’s specific security needs.

Motivation

“I want to make sure all the workers in the company are aware enough to not fall for phishing campaigns and have good cybersecurity practices such as using strong passwords. It’s for the benefit of everyone that works for the company, so it’s also a huge benefit for the company.”

IT-Proficient Learner

Name: Bruno Pereira
Age: 23
Position: Junior Developer
Address: Aveiro, Portugal

Context

Bruno holds a Master’s degree in Software Engineering and works on the SecureLearning team as a Junior Developer. Having recently started his professional career, he aims to apply his academic knowledge to real-world projects while learning from senior colleagues.

Daily life

Bruno’s workday involves monitoring dashboards and logs to ensure the platform’s stability and performance. He reviews code, fixes bugs, and tunes configurations to maintain efficiency and security. He collaborates actively with support and operations teams using communication tools and depends heavily on his corporate email for coordination.
Despite his strong IT proficiency, the constant flow of notifications and tight deadlines sometimes cause him to react impulsively to messages without verifying their authenticity.

Objectives and Needs

Grow professionally into a full-stack developer.
Ensure the platform remains stable, secure, and efficient.

Pain Points and Challenges

High volume of technical alerts makes it difficult to identify real threats.
Limited time to verify all communications during busy work periods.
A false sense of immunity to phishing due to technical expertise can reduce awareness.

Motivation

“I know technology and I know security starts with us. I just need to make sure my routines don’t make me drop my guard.”

Non IT-Proficient Learner

Name: Paulo Jorge
Age: 54
Position: Cleaning Staff Member
Address: Aveiro, Portugal

Context

Paulo grew up in a rural area, where he was accustomed to manual work and helping maintain his family’s home and land. For 15 years, he worked independently as a gardener, taking on small jobs to earn a living. Seeking more stability, he eventually joined a local tech startup as a cleaning staff member, where he continues to work today.

Daily life

Paulo begins his day early to arrive at the company before most employees, ensuring the workspace is ready for the day. During his morning coffee break, he checks his mobile phone for company updates, following his boss’s suggestion to stay informed.
His days are structured and predictable — after work, he runs errands, returns home, cooks dinner, and watches the evening news before resting for the next day.

Objectives and Needs

Prefers to minimize the use of technology whenever possible.
Needs training tailored to his role and level of digital experience.
Aims to recognize and handle potential cybersecurity threats at work.
Wants to avoid mistakes or reprimands from management.

Pain Points and Challenges

Finds digital training difficult due to limited familiarity with technology.
Uses his mobile phone only for basic tasks and feels anxious or frustrated when asked to use unfamiliar tools.
Often needs assistance from colleagues to complete digital tasks.

Motivation

“I just want to stay out of trouble with the bosses and keep my time with these devices to a minimum.”