Gerry McGovern, Top tasks

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Published on March 7, 2014

Author: Tag-IT

Source: slideshare.net

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Gerry McGovern holdt workshop om top tasks og brukertesting på Tag-IT i Tromsø i februar

Top Tasks Management Tromsø, Feb 13, 2014 Gerry McGovern gerry@customercarewords.com www.customercarewords.com @gerrymcgovern

Microsoft Embedded 1. Customizing 2. Optimizing 3. Design

5 Cloning Does Microsoft support producing multiple copies of a Windows Embedded POSReady 2009 image, using cloning? Navigation path: 1. 2. 3. 4. 5. 6. 7. 8. 9. http://www.windowsembedded.com Mouse over “Develop” tab and click “POSReady & WEPOS” Click “Windows Embedded POSReady 2009” Click “TechNet Library” Click “Technical Articles” Click “POSReady 2009 Deployment Planning Guide” Click “Using FBReseal” Landing Page: http://technet.microsoft.com/en-us/library/dd936220.aspx ANSWER: No. FBReseal does not support cloning an image more than once

And the answer is .... YES

About the University (achievements, organization, history, location) Academic calendar Accommodation / housing Admission (application deadline, decision date, application status) Alumni benefits / privileges Alumni profiles Bookstore Campus visits, tours (dates, events, registration) Career paths for a program Change degrees / program Class notes (read, send new notes) Commute / transport Comparison to other universities Contact admissions officer / enrollment advisor Co-op programs and work experience Academic advisors to help select classes Academic departments / faculties Add, drop or change courses Admission criteria / entrance requirements Alumni events (dates, activities, registration) Book a room (projectors, audio visual) Campus location, maps, directions, parking Career advice / support Career planning for students Class diversity (industry, experience) Class schedules (online, on-campus, both) Companies seeking our graduates Complaints, disputes, policies (Ombudsman) Contact the University Corporate and business partnerships

49 Country surveys / reviews / reports Compare country statistical data Statistics on one particular topic Browse a publication online for f… 11 6

Top 20 Tasks Tasks 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 Country surveys / reviews / reports Compare country statistical data Statistics on one particular topic Browse a publication online for free Working papers Publication by topic Basic facts, summaries and overviews Statistics on one particular country Statistical forecasts / projections Access to raw data International guidelines and standards (corporate governance, tax havens, etc.) Statistical sources and methods What's new (hot topics, recent publications, events) OECD policy advice by topic, country OECD Annual Report Publication by country Best practice in policy implementation Publication by title Simple, easy-to-understand tables and graphs News releases Total Vote % of Total Vote 31800 Cumulative Vote Cumulative Carewords 2178 1960 1869 1610 1530 1478 1379 1285 1210 1051 7% 6% 6% 5% 5% 5% 4% 4% 4% 3% 7% 13% 19% 1% 3% 4% 24% 6% 29% 33% 38% 42% 46% 49% 7% 9% 10% 11% 13% 14% 1025 1019 1004 843 784 746 739 614 613 542 3% 3% 3% 3% 2% 2% 2% 2% 2% 2% 52% 55% 58% 16% 17% 19% 61% 20% 64% 66% 68% 70% 72% 74% 21% 23% 24% 26% 27% 29% Top 25% 26-50% 51-75%

Bottom 20 Tasks Total Vote % of Total Vote 31800 Cumulative Vote Cumulative Carewords Find a local library with OECD publications How OECD interacts with non-member countries Subscriptions to OECD services Photos / images / videos OECD Annual Forum / Ministerial Council Meeting Have your say (public consultation and participation) How OECD is funded (budget) How peer review works Find OECD officials (secretary-general, directors, ambassadors) Acronyms, abbreviations Personalize the website (MyOECD) Press conferences (calendar, accreditation) 92 92 90 80 73 71 70 60 0% 0% 0% 0% 0% 0% 0% 0% 97% 97% 97% 97% 98% 98% 98% 98% 73% 74% 76% 77% 79% 80% 81% 83% 59 57 56 56 0% 0% 0% 0% 99% 99% 99% 99% 84% 86% 87% 89% Find a local bookshop / distributor for OECD publications Publishing rights and permissions What's involved in OECD membership Secretary-General speeches and activities Find OECD locations Tours of the OECD Hotels near OECD locations Password problems 51 45 44 39 38 37 24 23 0% 0% 0% 0% 0% 0% 0% 0% 99% 99% 99% 100% 100% 100% 100% 100% 90% 91% 93% 94% 96% 97% 99% 100% Tasks 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Sources for Longlist 1. Organization strategy 2. Stakeholder reviews 3. Existing website 4. Top search terms (annual) 5. Most visited pages, files (annual) 6. Competitor or peer websites 7. Traditional / social media 8. Customer feedback / research

Category Questions

3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 al To t 2 Check symptoms Basic facts about conditions / diseases Book an appointment online Get advice from a doctor / nurse (phone, website chat, email) What to do based on your symptoms Best place to go for help (GP, A & E, clinic, walk-in centre, pharmacist) When to seek urgent medical attention Get your medical records online How a condition / disease should be treated What to do in a medical emergency Get test results online Opening times (GPs, clinics, chemists) Can I treat this myself? Seriousness of a condition / disease (prognosis) Diet, food and nutrition Compare hospitals based on quality of care (infection rates, MRSA, surgical errors, death rates) Contact details for hospitals, GPs, gyms, etc Treating common health problems at home Choose a GP that's right for you Tips for coping with a condition / disease Fe m 1 M al e Tasks al e Gender 3% 3% 4% 5% 4% 3% 5% 4% 4% 3% 2% 3% 3% 3% 3% 3% 2% 3% 2% 2% 2% 2% 2% 2% 1% 3% 2% 2% 2% 2% 2% 2% 2% 2% 2% 3% 2% 2% 2% 2% 2% 2% 2% 2% 2% 2% 2% 1% 2% 2% 2% 2% 2% 1% 2% 2% 2% 2% 2% 2% Top 25% 26-50% 51-75%

TASK PERFORMANCE INDICATOR

During treatment for a stomach ulcer, Deborah Knifton was devastated to find out that she had stomach cancer. At the age of 40, she had surgery to remove her stomach.

Task Question Checklist 1. Based on top tasks 2. Representative & typical—fix it, fix many 3. One task, one unique answer 4. Does not contain hidden clues 5. Clearly different from other tasks 6. Independent from other tasks 7. Short – 30 words or less 18

OECD Top 20 Tasks Tasks 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 Country surveys / reviews / reports Compare country statistical data Statistics on one particular topic Browse a publication online for free Working papers Publication by topic Basic facts, summaries and overviews Statistics on one particular country Statistical forecasts / projections Access to raw data International guidelines and standards (corporate governance, tax havens, etc.) Statistical sources and methods What's new (hot topics, recent publications, events) OECD policy advice by topic, country OECD Annual Report Publication by country Best practice in policy implementation Publication by title Simple, easy-to-understand tables and graphs News releases Total Vote % of Total Vote 31800 Cumulative Vote Cumulative Carewords 2178 1960 1869 1610 1530 1478 1379 1285 1210 1051 7% 6% 6% 5% 5% 5% 4% 4% 4% 3% 7% 13% 19% 1% 3% 4% 24% 6% 29% 33% 38% 42% 46% 49% 7% 9% 10% 11% 13% 14% 1025 1019 1004 843 784 746 739 614 613 542 3% 3% 3% 3% 2% 2% 2% 2% 2% 2% 52% 55% 58% 16% 17% 19% 61% 20% 64% 66% 68% 70% 72% 74% 21% 23% 24% 26% 27% 29% Top 25% 26-50% 51-75%

Task 1 1 Japan What are the OECD’s latest recommendations regarding Japan’s health-care system? Task 2 2 Vietnam In 2008, was Vietnam on the list of countries that received official development assistance? Task 3 3 Heart Did more males per capita die of heart attacks in Canada than in France in 2004? Task 4 4 Teacher What is the latest average starting salary, in US Dollars, of a primary school teacher across OECD countries? Task 5 5 Employ What is the title of Box 1.2 on page 73 of OECD Employment Outlook 2009? 20

Task 5 – Box 1.2 Employment What is the title of Box 1.2 on page 73 of OECD Employment Outlook 2009? Task Performance Task Performance Indicator (TPI) 100 Max Median time on task (sec) = 215 Optimal time on task (sec) = 81 9

Subscribers and readers at subscribing institutions Government officials with accounts Accredited journalists Non-subscribers: browse online version for free Non-subscribers: purchase a copy

Task 5 – Box 1.2 Employment What is the title of Box 1.2 on page 73 of OECD Employment Outlook 2009? Task Performance Task Performance Indicator (TPI) 100 Max Median time on task (sec) = 215 Optimal time on task (sec) = 81 9

Task 5 performance = Excellent (80-100) TPI = 97 Browse free publication: What is the title of Figure 1.1 on page 17 of OECD Employment Outlook 2012? Success/Failure Rates Completion Time Good Minor Time Issue Major Time Issue Critical Time Issue 0-2.25 x Target 2.25-3.25 x Target 3.25-5.75 x Target Above 5.75 x Target * All Failure times treated as 300 seconds

240m 4.2m 3m 3m annual visits to Cisco.com social reach mobile web visitors customer app Downloads* (6x YoY) 73m 2m organic search referrals social media mentions 1.3m 1.4m paid search click-throughs social referrers to Cisco.com 2% 55% 91% 341% Cisco.com Social Reach Mobile Phones Tablets Source: Cisco SiteCatalyst & other internal metrics. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 33

Continuous Improvement Identify Top Tasks Measure Top Tasks Task Based Support

Accessories and parts Blogs Buy products and services from resellers, distributors, service providers, Cisco, or online Calculate total cost of a solution Case studies / success stories / testimonials Cisco alliances (strategic, regional, global) Cisco financials, annual reports Cisco's environmental strategy Compare Cisco with competitor products, services and solutions Configure / set up a product (tech guides, notes, how-to's) Customer / user reviews and ratings Download software, firmware, drivers, patches, updates Energy efficient products Financing, leasing options (Cisco Capital) Follow Cisco on Twitter, Facebook, YouTube Images, product pictures, videos, logos (Multimedia Library, Resource Center) Maintain / operate (tech guides, notes, examples) Manage or renew service contracts (CSCC) Advertising / branding campaigns (The Human Network) Buy Cisco books and merchandise Calculate return on investment (ROI) Call or chat online with a sales professional Check product or service availability (lead times, back order, in stock, in my region) Cisco company overview (history, mission, values, management) Cisco locations and contact details Compare Cisco products, services and solutions to each other Compatibility / interoperability (software, hardware, version) Configure a product or service for the purpose of researching or ordering Demos (products, services, solutions) End of life, end of sale, end of support Events (webcasts, seminars, CiscoLive, Cisco Networkers) Find an IT consultancy / reseller to help plan, build and run my network Get help with ordering process Install / upgrade / migrate (tech guides, notes, examples) Manage my Cisco.com profile (password, login) Solutions to match business needs (work remotely, improve productivity, secure my business)

Tasks Voting Trends Tasks 1966 1474 983 491 Voters Voters Voters Voters 8% 8% 9% 9% 9% 7% 8% 8% 8% 8% 8% 7% Install / upgrade / migrate (tech guides, notes, examples) 6% 6% 6% 5% Top 25% Support (TAC) service requests (case creation, tracking) Maintain / operate (tech guides, notes, examples) 7 Network design (tech guides, notes, examples) 8 Service, support options available for my product Product and technical communities (troubleshooting, 9 developer, learning) 6% 4% 5% 3% 5% 4% 4% 4% 5% 4% 5% 3% 5% 4% 4% 4% 26-50% 3% 3% 3% 3% Support alerts (new drivers, patches, software, security) Networking certification requirements (CCIE, CCNP, CCNA) Talk / chat online with a support person Compatibility / interoperability (software, hardware, version) Training (courses, calendar, locations) Products by specific technical requirements (capacity, bandwidth, dimensions) Pre-purchase technical information (datasheets, whitepapers, requirements) Solutions to match business needs (work remotely, improve productivity, secure my business) 2% 3% 3% 3% 2% 3% 2% 2% 2% 2% 3% 2% 2% 2% 2% 2% 2% 2% 2% 2% 2% 1% 2% 2% 1% 2% 2% 2% 2% 2% 1% 1% Networking certification status, maintenance and renewal Warranties Configure a product or service for the purpose of 20 researching or ordering 1% 1% 1% 1% 1% 1% 1% 1% 1% 1% 1% 1% Download software, firmware, drivers, patches, updates Configure / set up a product (tech guides, notes, how2 to's) 3 Troubleshooting (bug fixes, diagnostics, guides) 1 4 5 6 10 11 12 13 14 15 16 17 18 19 51-75%

Tasks Pie Chart 43 Download software, firm… Configure / set up a pr… Top 25% Troubleshootin g (bug fi… 26-50% 51-75% 15 6

Top 20 Tasks Total Vote % of Total Vote 29490 Cumulative Vote Cumulative Carewords 2664 9% 9% 1% 2267 2185 8% 7% 17% 3% 24% 4% Install / upgrade / migrate (tech guides, notes, examples) 1610 5% 30% 6% Top 25% Support (TAC) service requests (case creation, tracking) Maintain / operate (tech guides, notes, examples) 7 Network design (tech guides, notes, examples) 8 Service, support options available for my product Product and technical communities (troubleshooting, 9 developer, learning) 1514 1316 1316 1043 5% 4% 4% 4% 35% 39% 44% 47% 7% 9% 10% 12% 26-50% 813 3% 50% 13% Support alerts (new drivers, patches, software, security) Networking certification requirements (CCIE, CCNP, CCNA) Talk / chat online with a support person Compatibility / interoperability (software, hardware, version) Training (courses, calendar, locations) Products by specific technical requirements (capacity, bandwidth, dimensions) Pre-purchase technical information (datasheets, whitepapers, requirements) Solutions to match business needs (work remotely, improve productivity, secure my business) 797 3% 53% 15% 767 632 3% 2% 55% 57% 16% 18% 628 561 2% 2% 60% 19% 61% 21% 460 2% 63% 22% 447 2% 64% 24% 436 1% 66% 25% Networking certification status, maintenance and renewal Warranties Configure a product or service for the purpose of 20 researching or ordering 420 416 1% 1% 67% 69% 27% 28% 392 1% 70% 30% Tasks Download software, firmware, drivers, patches, updates Configure / set up a product (tech guides, notes, how2 to's) 3 Troubleshooting (bug fixes, diagnostics, guides) 1 4 5 6 10 11 12 13 14 15 16 17 18 19 51-75%

Tasks Long Neck 3000 2500 Vote 2000 1500 1000 500 0 1 6 11 16 21 26 31 36 Carewords 41 46 51 56 61 66

Bottom 20 Tasks Tasks 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 Check product or service availability (lead times, back order, in stock, in my region) Energy efficient products Find an IT consultancy / reseller to help plan, build and run my network Cisco company overview (history, mission, values, management) Test results, benchmarks, reviews from industry publications and analysts Cisco locations and contact details Cisco alliances (strategic, regional, global) Cisco's environmental strategy Strategic and business communities (innovations, solve business problems) Get help with ordering process Calculate return on investment (ROI) Follow Cisco on Twitter, Facebook, YouTube Newsletters and feeds (email, RSS) Presentations from Cisco executives Cisco financials, annual reports Press releases Recycling and disposal of Cisco products Blogs 66 Advertising / branding campaigns (The Human Network) 67 Financing, leasing options (Cisco Capital) Total Vote % of Total Vote 29490 Cumulative Vote Cumulative Carewords 155 148 1% 1% 93% 94% 72% 73% 147 0% 94% 75% 143 0% 95% 76% 136 126 124 113 0% 0% 0% 0% 95% 96% 96% 96% 78% 79% 81% 82% 111 105 104 100 99 97 94 85 84 80 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 97% 97% 97% 98% 98% 98% 99% 99% 99% 100% 84% 85% 87% 88% 90% 91% 93% 94% 96% 97% 57 51 0% 0% 100% 100% 99% 100%

2010 15 Steps Downloading Software for 7920 280 seconds approx

Path 1 1

Path 1 2

Path 1 3 2 4 5 6

Path 1 7 “I’m assuming that one of these is the one I want.”

Path 1 8

Path 1 9

Path 1 10

Path 1 11

Path 1 12

Path 1 13

Path 1 14

Path 1 15 “There are a lot of steps before you get to download”

2012 4-7 Steps Download Software for RV082 60-100 seconds

Task 1 performance = Very Good Download firmware: Obtain the latest firmware for your RV082 router compatible with Version 3 hardware. Success Rate Comparisons August 2011 February 2012 TPI = 75

Task 1 performance = Very Good Download firmware: Obtain the latest firmware for your RV082 router compatible with Version 3 hardware. Completion Time Comparisons Good Minor Major Critical TPI = 75

1 2 3 4

Download firmware 100 90 91 80 82 70 75 60 86 86 72 50 40 30 36 20 Feb 2012 Release 1 10 0 Aug-11 Feb-12 Jun-12 Oct-12 Feb-13 May-13 July-13

Content first

60

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