Top Tasks: Making it Easier to Prioritize - Gerry McGovern

Top Tasks Finding out what your customers really want
December 15, 2014
Gerry McGovern
gerry@customercarewords.com
www.customercarewords.com
@gerrymcgovern

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© Customer CarewordsLtd. customercarewords.com

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5 million visits

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5 million visits
NO TIME TO UPDATE

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Top Task: Check Symptoms

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Top Task: Check Symptoms

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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.

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“Of US government sites, the IRS is rated most frustrating, with Healthcare.gov ranked as the easiest, just edging out the Department of Motor Vehicles.”
AnswerDashsurvey, 2014

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© Customer Carewords Ltd. customercarewords.com 29
Kreftforeningen jobber med å forbedre sitt tilbud på nett.
Tasks Total Vote
% of Total
Vote 22950
Cumulative
Vote
Cumulative
Tasks
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Treatment of Cancer (therapies , adverse effects , risks,
prognosis) 1346 5.9% 5.9% 1.3%
2 Symptoms of cancer 951 4.1% 10.0% 2.5%
3 Preventing cancer - what can you do? 876 3.8% 13.8% 3.8%
4 Cancer (symptoms, prognosis, treatment) 860 3.7% 17.6% 5.1%
5 Research (latest results) 820 3.6% 21.1% 6.3%
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Choosing a hospital for cancer treatment (waiting times,
best deals) 710 3.1% 24.2% 7.6%
7 Patients - what rights do you have? 634 2.8% 27.0% 8.9%
8 Relatives - how to deal with it? 585 2.5% 29.6% 10.1%
9 Waiting times (treatment, reconstruction, rehabilitation) 560 2.4% 32.0% 11.4%
10 Nutrition and diet to prevent cancer 513 2.2% 34.2% 12.7%
11 Examining yourself - this is how you do it 501 2.2% 36.4% 13.9%
12 Ask professionals for advice (e-mail, phone, chat) 490 2.1% 38.5% 15.2%
13 Children and young people with cancer 488 2.1% 40.7% 16.5%
14 Suspicion of cancer 452 2.0% 42.6% 17.7%
15 Mass screenings (mammograms, prostate, cervix) 451 2.0% 44.6% 19.0%
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Life after cancer treatment (return to work and everyday
) 440 1.9% 46.5% 20.3%
17 Diagnoses (various cancers) 429 1.9% 48.4% 21.5%
18 Doctor Visit - what to think about and ask? 423 1.8% 50.2% 22.8%
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Norwegian Labour and Welfare Administration and
hospitals 416 1.8% 52.0% 24.1%
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Classes and groups for people with cancer and their
families 398 1.7% 53.8% 25.3%
Top 25%
26-50%
51-75%

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Kreftforeningen jobber med å forbedre sitt tilbud på nett.
TasksTotal Vote% of Total Vote 22950Cumulative VoteCumulative Tasks60Volunteer990.4%96.7%75.9% 61Give gift to the Cancer Society920.4%97.1%77.2% 62The Varde center (opening hours, contact details, quotations)760.3%97.4%78.5% 63Local offices of the Cancer Society740.3%97.8%79.7% 64Aids (prostheses, wigs)730.3%98.1%81.0% 65Online shop (Pink Ribbon, Livestrong bands)640.3%98.3%82.3% 66Employees of the Cancer Society610.3%98.6%83.5% 67Sexuality and cancer490.2%98.8%84.8% 68Press releases470.2%99.0%86.1% 69Vacancies350.2%99.2%87.3% 70Donation in connection with funeral260.1%99.3%88.6% 71Annual statement for tax return250.1%99.4%89.9% 72Testament - help with writing will/testament250.1%99.5%91.1% 73Businesses - how to support the Cancer Society?230.1%99.6%92.4% 74Change / register information about the donor / membership190.1%99.7%93.7% 75Starting a collection180.1%99.8%94.9% 76Annual report of the Cancer Society160.1%99.8%96.2% 77Memory Gift ("In memory of ...")130.1%99.9%97.5% 78Legacy gift (how to give )110.0%100.0%98.7% 79Tax deductions for donations to the Cancer Society110.0%100.0%100.0%

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DELL POWEREDGE SERVERS ARE

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DELL POWEREDGE SERVERS ARE

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‘From the start, our entire business--from design to manufacturing to sales--was oriented around listening to the customer, responding to the customer, and delivering what the customer wanted.’
Michael Dell

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The World’s Very First Website (1992)

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The World’s Very First Website (1992)
2014

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2013 Best Design of the Year

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2013 Best Design of the Year

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We focus on user needs. RELENT
LESSLY

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Content Publishing activity

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TOP TASKS

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TOP TASKS
TINY TASKS

Top tasks for the
European
Commission

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Small Medium
Tiny Top
77 tasks – 107,000 voters

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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
Small Medium
Tiny Top
77 tasks – 107,000 voters

External poll -bottom 20 tasks
106792TasksTotal Vote% of Total Vote 1601880Cumulative VoteCumulative Tasks58Chemicals (approval)99100.6%92.1%75.3% 59Volunteering opportunities96920.6%92.7%76.6% 60Corporate social responsibility for business94550.6%93.3%77.9% 61E-government94480.6%93.9%79.2% 62Taxation, excise (not VAT)87670.5%94.4%80.5% 63Accession of new countries to the EU, enlargement86780.5%94.9%81.8% 64VAT (Value Added Tax)80980.5%95.5%83.1% 65Judicial cooperation between EU countries, recognition of judgments75490.5%95.9%84.4% 66Pensions, retirement in another EU country74330.5%96.4%85.7% 67Transport safety (air, road, banned airlines)72560.5%96.8%87.0% 68Complaints to the European Commission66730.4%97.3%88.3% 69Resource security (oil, gas, raw materials)65560.4%97.7%89.6% 70Family (marriage, divorce, partnerships, adoption)63780.4%98.1%90.9% 71Emergencies, disasters, civil protection59440.4%98.4%92.2% 72Visit EU institutions, guided tours55300.3%98.8%93.5% 73European Commissioner profiles51570.3%99.1%94.8% 74Goods allowed when crossing borders (alcohol, cigarettes, cash, pets)40970.3%99.4%96.1% 75Driving licence validity in EU countries37320.2%99.6%97.4% 76Vehicles (buying, selling, registration, taxes, insurance)34730.2%99.8%98.7% 77President of the Commission (profile, agenda)30420.2%100.0%100.0%

Tasks by DG
DGs/teams by task About the European Commission (role, structure, how it works) About the European Union (role, structure, how it works, origin) Accession of new countries to the EU, enlargementBanking and financial markets (reform, regulation) Chemicals (approval) Climate change, global warmingCompetition (state aid, cartels, mergers, anti-trust) Complaints to the European CommissionConferences, summits, meetings, eventsConsumer and passenger rightsContact European Commission, European UnionCorporate social responsibility for businessCrime, fraud, corruption, human traffickingCulture (heritage, arts, films, Capitals of Culture) Customs, tariffs, quotas, dutiesDevelopment and humanitarian aidDoing business in the EUDoing business with the European Commission (calls for tenders, bids) Driving licence validity in EU countriesEconomic growth, financial stability in EU (crisis, assistance to member states) Education and training in EUE-governmentEmergencies, disasters, civil protection AGRI11111111BUDG111CLIMA1111111111111CNCT11111111111?11COMM - NEWSROOM1COMM - RAPIDCOMM - SPPCOMM- Europe direct1COMM- REPS1111111111111COMP11111DEVCO1111111111DGT1DIGIT11111EAC1111EACEA1111EASME1111ECFIN11111111ECHO1111111ELARG11EMPL11111ENER11111111ENTR111111111111ENV1111111111111EPSOESTATFPI111HOME1111111HR11IAS111JRC111111JUST1111111MARE1MARKT1111111MOVE11111111111OIB111OIB historical archives11OLAF1111111111OP11111111PMO11REGIO111111111111111RTD111111111SANCO111111111SCIC1111111111SG11111SJ1TAXUD1111111111111 TRADE111111YEB1111YEC, YE Advice, SOLVIT, IMI11111TOTAL 18111346159212882169971216313121389

Tasks by DG
DGs/teams by
task
About the European Commission (role, structure, how it
works)
About the European Union (role, structure, how it works,
origin)
Accession of new countries to the EU, enlargement
Banking and financial markets (reform, regulation)
Chemicals (approval)
Climate change, global warming
Competition (state aid, cartels, mergers, anti-trust)
Complaints to the European Commission
Conferences, summits, meetings, events
Consumer and passenger rights
Contact European Commission, European Union
Corporate social responsibility for business
Crime, fraud, corruption, human trafficking
Culture (heritage, arts, films, Capitals of Culture)
Customs, tariffs, quotas, duties
Development and humanitarian aid
Doing business in the EU
Doing business with the European Commission (calls for
tenders, bids)
Driving licence validity in EU countries
Economic growth, financial stability in EU (crisis, assistance
to member states)
Education and training in EU
E-government
Emergencies, disasters, civil protection
AGRI 1 1 1 1 1 1 1 1
BUDG 1 1 1
CLIMA 1 1 1 1 1 1 1 1 1 1 1 1 1
CNCT 1 1 1 1 1 1 1 1 1 1 1 ? 1 1
COMM - NEWSROOM 1
COMM - RAPID
COMM - SPP
COMM- Europe direct 1
COMM- REPS 1 1 1 1 1 1 1 1 1 1 1 1 1
COMP 1 1 1 1 1
DEVCO 1 1 1 1 1 1 1 1 1 1
DGT 1
DIGIT 1 1 1 1 1
EAC 1 1 1 1
EACEA 1 1 1 1
EASME 1 1 1 1
ECFIN 1 1 1 1 1 1 1 1
ECHO 1 1 1 1 1 1 1
ELARG 1 1
EMPL 1 1 1 1 1
ENER 1 1 1 1 1 1 1 1
ENTR 1 1 1 1 1 1 1 1 1 1 1 1
ENV 1 1 1 1 1 1 1 1 1 1 1 1 1
EPSO
ESTAT
FPI 1 1 1
HOME 1 1 1 1 1 1 1
HR 1 1
IAS 1 1 1
JRC 1 1 1 1 1 1
JUST 1 1 1 1 1 1 1
MARE 1
MARKT 1 1 1 1 1 1 1
MOVE 1 1 1 1 1 1 1 1 1 1 1
OIB 1 1 1
OIB historical archives 1 1
OLAF 1 1 1 1 1 1 1 1 1 1
OP 1 1 1 1 1 1 1 1
PMO 1 1
REGIO 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1
RTD 1 1 1 1 1 1 1 1 1
SANCO 1 1 1 1 1 1 1 1 1
SCIC 1 1 1 1 1 1 1 1 1 1
SG 1 1 1 1 1
SJ 1
TAXUD 1 1 1 1 1 1 1 1 1 1 1 1 1
TRADE 1 1 1 1 1 1
YEB 1 1 1 1
YEC, YE Advice,
SOLVIT, IMI 1 1 1 1 1
TOTAL 18 11 13 4 6 15 9 21 28 8 21 6 9 9 7 12 16 31 3 12 13 8 9
DGs/teams by
task
About the European Commission (role, structure, how it
works)
About the European Union (role, structure, how it works,
origin)
Accession of new countries to the EU, enlargement
Banking and financial markets (reform, regulation)
Chemicals (approval)
Climate change, global warming
Competition (state aid, cartels, mergers, anti-trust)
AGRI 1 1 1
BUDG 1
CLIMA 1 1 1 1 1 1
CNCT 1 1 1 1
COMM - NEWSROOM
COMM - RAPID
COMM - SPP
COMM- Europe direct
COMM- REPS 1 1 1
COMP 1 1 1
DEVCO 1 1
DGT
DIGIT 1
EAC
EACEA
EASME 1 1
ECFIN 1 1 1 1
ECHO 1 1
ELARG 1
EMPL
ENER 1 1
ENTR 1 1 1
ENV 1 1 1 1 1 1

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November 2012 : Pretend you have forgotten the password for the Cisco account and take whatever actions are required to log in.
Success/Failure Rates
Completion Time
Password recovery=Minor Issues (50-59) TPI = 59

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May 2013: Pretend you have forgotten the password for the Cisco account and take whatever actions are required to log in.
Success/Failure Rates
Completion Time
Password Recovery =Fair (60-69) TPI = 68Good0-2.25 x Target * All Failure times treated as 300 secondsMinor Time Issue2.25-3.25 x TargetMajor Time Issue3.25-5.75 x TargetCritical Time IssueAbove 5.75 x Target

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@gerrymcgovern

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+353 87 238 6136
@gerrymcgovern
gerry@customercarewords.com
Thank you
customercarewords.com
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