Top Tasks Management
A management model for delivering an exceptional customer experience
Gerry McGovern
customercarewords.com
April 18, 2019
2www.customercarewords.com
Why Top Tasks?
1. Too much stuff. Too much confusion. Too many competing opinions. A loss of
focus on what really matters to customers, and too much focus on tiny tasks.
2. Better metrics needed for measuring the actual customer experience. Need to
more accurately measure customer outcomes (task completion, time-on-task).
3. Confusing menus and links. Customers find it hard to quickly and easily find
what they came for.
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What is Top Tasks?
1. Task identification: Used almost 500 times by some of the worlds largest
organizations to identify what matters most (and what matters least) to
customers.
2. Task Performance Indicator: A repeatable, reliable metric that measures task
completion rate and time for customer top tasks.
3. Customer architecture: A method to take task identification results and turn
them into an intuitive classification and navigation.
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Pricing and project length
Service Price Range Length
Task identification €10,000 - €40,000 10-12 weeks
Task Performance Indicator €15,000 - €27,000 6-8 weeks
Customer architecture €11,000 - €24,000 8-10 weeks
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Top Tasks Management
Identify Top
Tasks
Measure Top
TasksImprove
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6 Top Tasks IdentificationHow to identify the top and tiny tasks of customers
TASKS
FEELGROUP
8© Customer Carewords Ltd. customercarewords.com
Mental wellbeing (stress reduction, mindfulness, positive thinking)
• Most likely to be a top task for the 18-24 age bracket
• Related tasks: Harmful habit reduction, quitting (smoking, alcohol, drugs); Diet, food, nutrition (healthy eating, intolerances, weight)
• Plain language is more important than for any of the other 73 tasks
• Men are less likely to rank mental wellbeing as a top task
How to use health services (getting the care you need)
• Most important to those over 65
• Cluttered layout and hard to read are bigger issues than for any of the other 73 tasks
LEAGUEIT’S A
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League Table of Health Tasks
Tasks Total Vote
% of Total
Vote 17634
Cumulative
Vote
Cumulative
Tasks Response1 Waiting times (hospitals, clinics, other health services) 871 4.9% 4.9% 1.4% 871
2 Mental wellbeing (stress reduction, mindfulness, positive thinking) 795 4.5% 9.4% 2.7% 795
3 Costs and fees (treatment, drugs, consultant visits, care) 707 4.0% 13.5% 4.1% 707
4 Screening (breastcheck, retinal, bowel, cervical) 641 3.6% 17.1% 5.4% 641
5 Diagnosis of condition / disease 515 2.9% 20.0% 6.8% 515
6 Check symptoms / signs 506 2.9% 22.9% 8.1% 506
7 Emergencies, what to do 495 2.8% 25.7% 9.5% 495
8 Health services near you 462 2.6% 28.3% 10.8% 462
9 Right place to go for help (GP, hospital, pharmacist) 447 2.5% 30.8% 12.2% 447
10
Entitlements, allowances (medical card, GP card, European
Health Insurance Card)439 2.5% 33.3% 13.5%
439
11 Diet, food, nutrition (healthy eating, intolerances, weight) 420 2.4% 35.7% 14.9% 420
12 How to use health services (getting the care you need) 420 2.4% 38.1% 16.2% 420
13 Access my medical / health records (test results, prescriptions) 419 2.4% 40.5% 17.6% 419
14 Living / coping with my condition / disease (support, counselling) 388 2.2% 42.7% 18.9% 388
15 Detailed information about condition / disease 367 2.1% 44.8% 20.3% 367
16 Drug effectiveness, side effects, interactions, dosage 318 1.8% 46.6% 21.6% 318
17
Self-management of a condition / disease (tools, self-monitoring,
medicines)318 1.8% 48.4% 23.0%
318
18 Appointments (book, reminders, cancel, reschedule) 305 1.7% 50.1% 24.3% 305
19 Vaccinations, immunisations 299 1.7% 51.8% 25.7% 299
20 Prognosis / likely course of condition / disease 296 1.7% 53.5% 27.0% 296
12© Customer Carewords Ltd. customercarewords.com
Full League Table of Tasks
Tasks Total Vote
% of Total
Vote 17634
Cumulative
Vote
Cumulative
Tasks Response21 Confidentiality, privacy, data protection 294 1.7% 55.1% 28.4% 294
22
Hospital, clinic, health centre opening times, contact details,
parking294 1.7% 56.8% 29.7%
294
23 Treatment outcome (immediate, long-term) 292 1.7% 58.5% 31.1% 292
24 Seriousness of condition / disease 285 1.6% 60.1% 32.4% 285
25 Exercise (benefits, type, fitness goals) 280 1.6% 61.7% 33.8% 280
26 Causes of condition / disease 271 1.5% 63.2% 35.1% 271
27 Risks of being in hospital (hygiene, infections, bugs) 268 1.5% 64.7% 36.5% 268
28 Find doctors / GPs 262 1.5% 66.2% 37.8% 262
29 Treating minor health problems myself 262 1.5% 67.7% 39.2% 262
30
Community-based support groups (parenting, carers, counselling,
social activities)247 1.4% 69.1% 40.5%
247
31 Patient rights 247 1.4% 70.5% 41.9% 247
32 Weight (managing, obesity, risk) 239 1.4% 71.8% 43.2% 239
33 Description of a treatment / procedure 227 1.3% 73.1% 44.6% 227
34 Risks / side effects associated with a treatment 219 1.2% 74.4% 45.9% 219
35 Health insurance (compare, choose, benefits) 211 1.2% 75.6% 47.3% 211
36 Public health alerts (emergencies, epidemics, food, drugs) 205 1.2% 76.7% 48.6% 205
37 Treatment success rates 205 1.2% 77.9% 50.0% 205
38 Post-treatment recovery, rehabilitation 204 1.2% 79.1% 51.4% 204
39 Effects of my condition / disease on my family 188 1.1% 80.1% 52.7% 188
40 Payment, refund of expenses 171 1.0% 81.1% 54.1% 171
13© Customer Carewords Ltd. customercarewords.com
Full League Table of Tasks
Tasks Total Vote
% of Total
Vote 17634
Cumulative
Vote
Cumulative
Tasks Response41 Harmful habit reduction, quitting (smoking, alcohol, drugs) 170 1.0% 82.1% 55.4% 170
42 Check reliability, accuracy of health information 167 0.9% 83.0% 56.8% 167
43 Training, courses (antenatal classes, first aid, healthy eating) 161 0.9% 83.9% 58.1% 161
44 Compare hospitals, clinics (services, success rates, quality of care)151 0.9% 84.8% 59.5%
151
45 Compare treatment options 143 0.8% 85.6% 60.8% 143
46 Prescriptions ordering, reordering 139 0.8% 86.4% 62.2% 139
47 Compare private and public medical services 138 0.8% 87.1% 63.5% 138
48 Risks associated with a lifestyle / behaviour 136 0.8% 87.9% 64.9% 136
49 Get involved in improving health services 129 0.7% 88.7% 66.2% 129
50 Overview / summary of condition / disease 123 0.7% 89.4% 67.6% 123
51 Health news (research, expert articles, current topics) 121 0.7% 90.0% 68.9% 121
52 Accident prevention, safety 115 0.7% 90.7% 70.3% 115
53 Complications of condition / disease 112 0.6% 91.3% 71.6% 112
54 National support agencies, associations for a condition / disease 111 0.6% 92.0% 73.0% 111
55 Risk of a specific condition / disease 110 0.6% 92.6% 74.3% 110
56 Rate, review health services (hospital, GP, pharmacist) 104 0.6% 93.2% 75.7% 104
57 Medical equipment (devices, gadgets, aids) 103 0.6% 93.8% 77.0% 103
58 Environment's impact on health (water quality, radiation) 94 0.5% 94.3% 78.4% 94
59 Make a complaint 88 0.5% 94.8% 79.7% 88
60 Employer health obligations 85 0.5% 95.3% 81.1% 85
14© Customer Carewords Ltd. customercarewords.com
Full League Table of Tasks
Tasks Total Vote
% of Total
Vote 17634
Cumulative
Vote
Cumulative
Tasks Response61 Other conditions / diseases linked to a condition / disease 84 0.5% 95.7% 82.4% 84
62 Preparing for an appointment (doctor, public health nurse) 83 0.5% 96.2% 83.8% 83
63 Preparing for hospital / treatment 77 0.4% 96.6% 85.1% 77
64 Treatment abroad 76 0.4% 97.1% 86.5% 76
65 Update personal details (address, phone number) 70 0.4% 97.5% 87.8% 70
66 News about the health service 68 0.4% 97.9% 89.2% 68
67 Sharing medical experiences, stories 66 0.4% 98.2% 90.5% 66
68 Medical terms glossary 53 0.3% 98.5% 91.9% 53
69 Registrations and certifications (birth, death, marriage) 51 0.3% 98.8% 93.2% 51
70 Travel health (precautions, vaccinations) 51 0.3% 99.1% 94.6% 51
71 Donate or volunteer 48 0.3% 99.4% 95.9% 48
72 About the health service (management, objectives, strategies) 47 0.3% 99.7% 97.3% 47
73 Track and share lifestyle changes 39 0.2% 99.9% 98.6% 39
74 Events, conferences 22 0.1% 100.0% 100.0% 22
75 Total 17634
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Top Tasks Identification
Defining Scope
(1 Week)
Gathering Tasks
(2-3 Weeks)
Shortlisting (2-3 Weeks)
Survey Design
Voting (2-3 Weeks)
Analyzing & Presenting (2 Weeks)
Tasks Total Vote
% of Total
Vote 16320
Cumulative
Vote
Cumulative
Carewords1 Find a job 1207 7% 7% 1%
2 Hospitals, health authorities 781 5% 12% 2%
3
Waste collection and management (household bins,
refuse, bulky, recycling) 674 4% 16% 3%
4 Emergency services (fire, rescue, police, ambulance) 651 4% 20% 4%
5 Teachers (recruitment, retention, training, courses) 625 4% 24% 5%6 Libraries 589 4% 28% 7%
7
Roads and highways faults (flooding, potholes, street
lights, gritting) 494 3% 31% 8%
8 Leisure activities (parks, open spaces, greenways) 424 3% 33% 9%
9 Council tax 389 2% 36% 10%
10
Culture (museums, galleries, heritage, historic buildings,
sites, monuments) 378 2% 38% 11%
11 School opening (term, holiday, other closure dates) 378 2% 40% 12%
12 Recycling centres (sites, times) 324 2% 42% 13%
13
Tourism (attractions, photographs, areas of outstanding
natural beauty) 322 2% 44% 14%
14 Anti-social behaviour (vandalism, ASBoB) 314 2% 46% 15%
15
Timetables (public transport, journey planner,
TravelWise) 305 2% 48% 16%
16 Conservation (ecology, nature, forestry, woodlands) 283 2% 50% 17%
17 Childcare (safeguarding, advocacy, family support) 247 2% 51% 18%
18 Street cleaning (litter, graffiti, flyposting) 243 1% 53% 20%
19 School admissions, places (primary, secondary) 242 1% 54% 21%
20 Maps of Lancashire (MARIO) 231 1% 56% 22%
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Gathering tasks – Gathering potential tasks
Customer, 80%
Organization, 20%
#1 Remove Pages from Site
Remove Conditional Formatting
“Remove conditional formatting”
“Format text”
Remove Conditional Formatting
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Shortlisting – Not too high, not too low
• Too high:
• Facts and Figures
• Conditions
• Diseases
• Find services
• Frequently asked health questions
• Injury Prevention
• Medical conditions
• Mind, Body, & Spirit
• Too low:
• Emergency contraception
• Nonprofit Agencies
• Poems and stories about aging
• Cancer
• Diabetes
• Walk-in centers
• Animal companions
• Dealing with stress
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Shortlisting – Not too high, not too low
• Just right:
• Basic facts about condition / disease
• Causes of condition / disease
• Check reliability of health information
• Complications of a condition / disease
• Coping with a condition / disease
• Myths about condition / disease
• Other conditions / diseases linked to a condition /
disease
Shortlisting – Ego tasks
5% for ego tasks:
• Senior management
speeches
• Annual report
• Follow us on Twitter
• Videos (because everyone is
so excited that you’re now
doing videos)
Please look at the following list and choose up to 5 of the top reasons you come to the OECD.
Please trust your first instincts and spend no more than 5 minutes on this exercise.
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34© Customer Carewords Ltd. customercarewords.com
Please look at the following list and choose the top 5 reasons you come to the OECD.
1
2
3
4
6
11
49 1. Country surveys /
reviews / reports
2. Compare country
statistical data
3. Statistics on one
particular topic
4. Browse a publication
online for free
TOP
MEDIUMSMALL
TINY
The Top task has as many votes as the bottom 28 tasks
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Which of the following best describes you?
Percent Votes
Self employed / Business owner 55% 648
Employed 21% 245
Starting a business 18% 216
Other* 6% 73
Total 1182
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Total
Tasks
Self
employed /
Business
owner Employed
Starting a
business Total
1 Cashflow, invoicing, payment management 7.3% 6.0% 4.4% 6.3%
2 Marketing 6.2% 3.8% 6.0% 5.6%
3 Productivity / profitability 5.6% 5.9% 3.2% 5.0%
4 Funding / finance sources 3.2% 3.7% 4.4% 3.6%
5 Managing people 3.6% 5.9% 0.9% 3.4%
6 Accounting, financial management 3.4% 3.9% 2.3% 3.3%
7 Grants, benefits, entitlements from government 2.8% 2.4% 5.5% 3.2%
8 Selling (legal, e-commerce, pricing) 3.7% 2.6% 3.1% 3.1%
9 Create business plan, budget 1.9% 2.4% 4.8% 2.7%
10 Website design, management, optimisation 3.1% 1.3% 3.6% 2.7%
11 Health and safety at work 2.5% 4.0% 1.5% 2.5%
12 New ideas (products, services, green) 3.0% 2.2% 0.9% 2.3%
13 Public sector contracts, tenders 2.5% 2.6% 1.1% 2.2%
14 Training and development 2.4% 2.1% 1.6% 2.2%
15 Tax returns (complete, amend) 2.3% 1.2% 1.8% 2.1%
16 Suppliers, outsourcing, partnering 1.6% 1.6% 1.7% 1.6%
17 Debt recovery, late payments 2.2% 1.4% 0.3% 1.6%
18 Standards (quality, safety, environment) 1.6% 1.9% 1.3% 1.6%
19 Paying, payroll, taxing staff 1.1% 2.6% 1.2% 1.6%
20 Form a company, business 0.4% 0.7% 5.2% 1.4%
Consistency across ‘country of residence’
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Tasks
% Customer
Vote (2381)
% Team Vote
(223) Empathy
Statistics on one particular topic 5.9% 9.6% 163%
Country surveys / reviews / reports 6.8% 5.4% 79%
Compare country statistical data 6.2% 5.2% 84%
Publication by topic 4.6% 5.1% 109%
Statistical forecasts / projections 3.8% 4.7% 124%
Overview of what OECD does 1.2% 4.7% 407%
Browse a publication online for free 5.1% 4.6% 91%
International guidelines and standards (corporate governance, tax
havens, etc.)3.2% 4.5%
141%
Basic facts, summaries and overviews 4.3% 4.0% 92%
Statistics on one particular country 4.0% 3.9% 98%
• OECD team and Customer are pretty well aligned, with one exception
• Team think “Overview of what the OECD does” is 4-times more important
(407%) than the Customer does
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12
3
4
56
1219
40
6 Top Tasks
1. EU law, rules, treaties, judgments
2. Research and innovation
3. Funding, grants, subsidies
4. Education and training in EU
5. EU strategy, political priorities
6. Environmental protection
MediumSmall
Tiny Top
European Commission: 77 tasks – 107,000 voters
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-1%
1%
3%
5%
7%
9%
11%
1 3 5 7 9
11
13
15
17
19
21
23
25
27
29
31
33
35
37
39
41
43
45
47
49
51
53
55
57
59
61
63
65
67
69
71
73
75
77
79
81
83
85
87
89
91
93
95
97
99
First 100 respondents
Research and innovation 7412028585
Funding, grants, subsidies 7412028561
EU law, rules, treaties, judgments 7412028551
EU strategy, political priorities 7412028553
Education and training in EU 7412028543
EU news, announcements, press releases 7412028552
Environmental protection 7412028548
Doing business with the European Commission (calls for tenders, bids) 7412028540
Statistics and forecasts 7412028588
Jobs, traineeships at the European Commission 7412028569
Conferences, summits, meetings, events 7412028531
Order, download an EU publication 7412028575
Track policy and law making process, updates 7412028590
Climate change, global warming 7412028528
Contact European Commission, European Union 7412028533
Product safety, conformity, certification 7412028579
National implementation of EU law, infringements 7412028574
About the European Union (role, structure, how it works, origin) 7412028524
First 100 responses to European
Commission poll (Total: 107,000)
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Please look at the following list and choose the top 5 reasons you come to the OECD.
0.0%
1.0%
2.0%
3.0%
4.0%
5.0%
6.0%
7.0%
8.0%
9.0%
1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41 43 45 47 49 51 53 55 57 59 61 63 65 67 69
Pe
rce
nt
of
vote
Tasks
% Vote
Average
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Very long neck or “Super Task”
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41 43 45 47 49 51 53 55 57 59 61 63 65
Pe
rce
nt
of
vote
Tasks
% Vote
Average
Super Task
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0.0%
2.0%
4.0%
6.0%
8.0%
10.0%
12.0%
14.0%
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39
Pe
rce
nt
of
vote
Tasks
% Vote
Average
Short neck
Short neck
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46 Task Performance IndicatorHow to improve the performance of top tasks
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Task Performance Indicator
Success & Time
Choosing Tasks (1 Day)
Choosing Customers (2-4 Days)
Task Instructions (2-4 Days)
Customer Journeys (1-2 Days)
Measurement Setup (1 Day)
Skills Required
Measurement Sessions
(4 – 6 Days)
Analyzing & Presenting (10 Days)
Continuous Improvement
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Overall results: Success, Failure, Time
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Success rate league table for Task Performance Indicator
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41 43 45 47 49 51 53 55 57 59 61 63 65 67 69 71 73 75 77 79 81 83 85
Chart Title
-35
-25
-15
-5
5
15
25
35
4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22
TPI C
han
ge a
s n
ext
par
tici
pan
t ad
ded
Participant count
TPI score estimate changes as participants are addedIndividual tasks and Total TPI (real data)
After 15 participants, Individual TPSs do
Range = 10 points TPI at N=15
Same data as previous slide, “normalized”
Total TPI
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63%
77%
88%
100%
59%
100%
0%
20%
40%
60%
80%
100%
120%
Nov 2012 May 2013 Aug 2013 Dec 2013 Mar 2014 Aug 2014
Task instruction: Pretend you have forgotten the password for the Cisco account and take whatever actions are required to log in.
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Customer journeys for task instructions
Top Task 3 for NetApp: Data protection
Task Instruction: Find a document that gives you the ten key benefits of NetApp SnapVault.
Expected Customer Journey:
1. NetApp.com homepage
2. Click on ‘Products’ in the Products Mega Menu
3. Click on ‘Data Protection Software’
4. On the ‘NetApp Data Protection Software’ page, click on ‘SnapVault’
5. On the ‘SnapVault’ product page, go to ‘More info’ on the right-hand side, then click on ‘SnapVault Top Reasons PDF’
6. Landing page: http://www.netapp.com/us/system/pdf-reader.aspx?cc=us&m=ds-5944.pdf&pdfUri=tcm:10-120975
7. Answer: ‘Top Reasons – Why Use NetApp Snap Vault Replication-Based Disk-to-Disk Backup’ PDF
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Measurement setup – Input tool
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Top Task 3: Initial price You want to pay £300 per month over 24 months for a Yaris Excel 1. 5, hatchback, 5 doors, hybrid. Expected Annual Mileage: 10,000. How much deposit is required?
60%
40%
0% 0%
20%
40%
0% 0%
40%
Average success time 2:21 (#2 of 3)
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
0-30 secs 30-60 secs 1-2 mins 2-3 mins 3-4 mins 4-5 mins FailureP
erc
en
tag
e o
f p
art
icip
an
ts
Task completion time
One’s random
Two’s interesting
Three’s a pattern
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56 Customer architectureDesigning an intuitive navigation
57© Customer Carewords Ltd. customercarewords.com
Customer architecture
6. 80-90% success
5. Three rounds of
testing
4. Task instructions
3. Classes2. Sort1. Top Tasks
results
How people sort
62
TT No. Tasks name % Class1 Waiting times (hospitals, clinics, other health services) 4.9% Find services2 Mental wellbeing (stress reduction, mindfulness, positive thinking) 4.5% Mental and physical wellbeing3 Costs and fees (treatment, drugs, consultant visits, care) 4.0% Costs and entitlements4 Screening (breastcheck, retinal, bowel, cervical) 3.6% Screening and vaccinations5 Diagnosis of condition / disease 2.9% Conditions and diseases6 Check symptoms / signs 2.9% Check symptoms7 Emergencies, what to do 2.8% Emergencies8 Health services near you 2.6% Find services9 Right place to go for help (GP, hospital, pharmacist) 2.5% Find services
10 Entitlements, allowances (medical card, GP card, European Health
Insurance Card)2.5%
Costs and entitlements
12 Diet, food, nutrition (healthy eating, intolerances, weight) 2.4% Mental and physical wellbeing11 How to use health services (getting the care you need) 2.4% Find services13 Access my medical / health records (test results, prescriptions) 2.4% Find services14 Living / coping with my condition / disease (support, counselling) 2.2% Conditions and diseases15 Detailed information about condition / disease 2.1% Conditions and diseases17 Drug effectiveness, side effects, interactions, dosage 1.8% Conditions and diseases16 Self-management of a condition / disease (tools, self-monitoring,
medicines)1.8%
Conditions and diseases
18 Appointments (book, reminders, cancel, reschedule) 1.7% Find services19 Vaccinations, immunisations 1.7% Screening and vaccinations20 Prognosis / likely course of condition / disease 1.7% Conditions and diseases22 Confidentiality, privacy, data protection 1.7% Costs and entitlements21 Hospital, clinic, health centre opening times, contact details, parking 1.7% Find services23 Treatment outcome (immediate, long-term) 1.7% Conditions and diseases24 Seriousness of condition / disease 1.6% Conditions and diseases25 Exercise (benefits, type, fitness goals) 1.6% Mental and physical wellbeing
63
54 National support agencies, associations for a condition / disease 0.6% Find services55 Risk of a specific condition / disease 0.6% Conditions and diseases56 Rate, review health services (hospital, GP, pharmacist) 0.6% Find services57 Medical equipment (devices, gadgets, aids) 0.6% Costs and entitlements58 Environment's impact on health (water quality, radiation) 0.5% Find services59 Make a complaint 0.5% Costs and entitlements60 Employer health obligations 0.5% Costs and entitlements61 Other conditions / diseases linked to a condition / disease 0.5% Conditions and diseases62 Preparing for an appointment (doctor, public health nurse) 0.5% Find services63 Preparing for hospital / treatment 0.4% Conditions and diseases64 Treatment abroad 0.4% Conditions and diseases65 Update personal details (address, phone number) 0.4% Find services66 News about the health service 0.4%
67 Sharing medical experiences, stories 0.4% Conditions and diseases68 Medical terms glossary 0.3% Check symptoms70 Registrations and certifications (birth, death, marriage) 0.3% Find services69 Travel health (precautions, vaccinations) 0.3% Screening and vaccinations71 Donate or volunteer 0.3%
72 About the health service (management, objectives, strategies) 0.3%
73 Track and share lifestyle changes 0.2% Mental and physical wellbeing74 Events, conferences 0.1%
Class %Business 15%
Work, Live, Travel in EU 13%
Law 13%
About the EU 12%
Strategy 7%
Funding 6%
News, Publications, Events 6%
Environment 6%
Research & Innovation 5%
Education 5%
Food, Farming, Regional development 3%
Human Rights, Aid 3%
Jobs 3%
Statistics 2%
Grand Total 100%
Initial hypothesis
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The same
patterns
emerged in
the UK and
Norway
68© Customer Carewords Ltd. customercarewords.com
Top Task 8: Boot space
8: What are the boot dimensions for a Yaris?
Success95%
Failure5% Class Percentage
Dashbord 0%
Motor 0%
Drivstofforbruk 0%
Sikkerhet 0%
Plass og kupè 95%
Tilbehør 0%
Stil og design 5%
69© Customer Carewords Ltd. customercarewords.com
Top Task 8: Boot space
8: What are the boot dimensions for a Yaris?
Success94%
Failure6% Class Percentage
Dashboard 0%
Engine 0%
Fuel Economy 0%
Safety 0%
Space & Room 94%
Accessories 0%
Style & Design 6%
Top Task 3: Air conditioning
3: Does air conditioning normally come with a Prius?
16%
90%80%
PreviousRound
Current Round
Dashbord 30% +14
Motor
Drivstofforbruk
Sikkerhet 10% +10
Plass -53
Tilbehør 60% +34
Stil og design -5
Dashbord 16%
Motor
Drivstofforbruk
Sikkerhet
Plass og kupè 53%
Tilbehør 26%
Stil og design 5%
Round 1 Round 2
Typically, it takes three rounds of testing to get to an 80% - 90%overall success rate
1st test round 2nd test round 3rd test round
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Top Tasks Management
Identify Top
Tasks
Measure Top
TasksImprove
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