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The lost art of task modelling - UX Scotland 2018

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Updated and expanded for UX Scotland.
Task models have been somewhat eclipsed by experience maps and service blueprints of late. I’m all for a juicy mapping exercise when I’m helping an organisation make strategic decisions. But what if the job at hand is the result of all that strategising: designing a website, say?
Task models are a simple, yet incredibly powerful, design tool. I talk about getting started with task modelling, and how a task model can influence design. I include practical examples from the world of e-commerce.

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The lost art of task modelling - UX Scotland 2018

  1. 1. The Lost Art of Task Modelling
 Jesmond Allen @jesmond
  2. 2. https://upload.wikimedia.org/wikipedia/commons/1/17/Diamond_Ring_Stage_of_21-8-2017_Eclipse_2.jpg
  3. 3. https://upload.wikimedia.org/wikipedia/commons/1/17/Diamond_Ring_Stage_of_21-8-2017_Eclipse_2.jpg
  4. 4. https://upload.wikimedia.org/wikipedia/commons/1/17/Diamond_Ring_Stage_of_21-8-2017_Eclipse_2.jpg
  5. 5. Task keep in touch with my friend Solutions • visit and talk • write a letter • send a telegram • make a phone call • send an email • send a text • Facebook • WhatsApp, Snapchat, whatever the kids are using these days…
  6. 6. B A E A B C D E
  7. 7. £0 £££
  8. 8. £0 £££ £0 £££
  9. 9. £0 £££ £0 £££
  10. 10. https://ux.stackexchange.com/questions/23462/why-dont-atms-give-you-cash-before-your-card
  11. 11. https://www.eetimes.com/author.asp?section_id=28&doc_id=1286751
  12. 12. Main nav Sort and filter Product details
  13. 13. Good job!
  14. 14. Messaging around quality, reliability and guarantees Show match schedules up front Product page contents
  15. 15. https://www.lomography.com/magazine/148493- taming-the-beast-vintage-lion-tamer-photos
  16. 16. More at:uxpa-uk.org/events/
taboo-ux/
  17. 17. http://boxesandarrows.com/four-modes-of-seeking-information-and-how-to-design-for-them/
  18. 18. Trigger “She can’t manage on her own any more” First contact “What kind of care and support is available to us?” Users are often looking for information in a crisis situation, in a highly emotional state. They do not know what they are looking for yet. People would ideally have one person who would tell them what they need to do and when. If it couldn't be one person then the next best thing would be having one place where everyone sent them with well written information and signposting to services. LA assessment LA determines how urgent and severe the care needs are LA check level of income and decide whether to grant full or partial care funding Not everyone applies for LA funding Goal: find and arrange care and support for an old person (at home) Task Model Reviews Meet service manager Care services provided Specific details of care Price Availability How can we get help? Choosing home care provider Choosing the right home care provider Cooking meals Day centres, activities Befriending servicesMedical or psychological treatments Taking medicines Advocacy Getting up, washing, dressing Shopping Information & advice Cleaning Transport Decide we need help Planning care funding Planning for future financial commitments to funding care Choosing care types What kinds of care & support are required? What kinds of care and support are available? What is affordable? What can be provided by informal carers? What can be organised privately and what can be funded by LA? Some users evaluate affordability of partially or fully privately care. It is particularly important for care homes funding where the costs are particularly high. If users have a shortlist of home care providers, they try to find this information for every agency to compare and make a decision. In some cases decision may be made on the spot, because “it felt right”, because of time pressure, without any rational thinking. Recommen dations for care providers How long does it take? Talk to professionals, the council Talk to friends & family Arrange LA needs assessment Apply for LA funding Gather financial info LA “Support offer” Personal budget Needs level determined by LA Self- financing Accept care chosen by LA Home adaptations Council- provided Private Informal carers Make benefit claim Meal delivery Ineligible for LA support Advised to apply for benefits Support for carers What are we entitled to? How much does it cost? What do I need to know? Understand the process of arranging care & suport What is available locally? Who will provide care?What type of care do we need? What types of care are there? LA funding decision Apply for LA funding Needs level determined by LA End user’s opinion of needs Family’s opinion of needs Locally available services Choose care types Affordability Care needs Domestic help Homecare services & personal care Community support Emotional care Gardening Voluntary sector Care provision Professional advice Choose care provider Recommen dations Private funding top up Benefits received (Attedance / Carers Allowance) Urgency of need Meet carers Shortlist providers Compare providers Conflicting advice and opinions Price Long-term cost What happens if private funding runs out Long-term affordability Private top-up funding Funding responsibil ities when prices increase When LA might increase funding LA funding available Plan care funding for the long term Cho the avai no Orienting Get up-to-speed quickly - Primer, getting started guide, do this first - Guide to the system - Signpost deeper understanding Target-seeking Evaluating Exploring & evaluating What funding options are there? What works best for us? - Outline available options, pros and Exploring & evaluating What care is available? What elements do we care about? What’s best for us? Exploring & evaluating What are the options? What might happen? What’s best for us? Evaluating What care is available that me area on my budget? Which provider best for us? - Outline available providers - Compare like for like - Get in touch DRAFT
  19. 19. WTF?
  20. 20. Zeigarnik Effect Mental sets
  21. 21. Bluma Wulfovna Zeigarnik 1900 – 1988 Soviet psychologist and psychiatrist
  22. 22. The Zeigarnik Effect People remember uncompleted or interrupted tasks better than completed tasks. https://en.wikipedia.org/wiki/Zeigarnik_effect
  23. 23. Zeigarnik theorized that incomplete tasks incite “psychic tension” in you, which can be a persuasive impetus to complete the task. http://www.rightattitudes.com/2017/03/14/zeigarnik-effect/
  24. 24. Incomplete tasks trigger stress
  25. 25. https://www.90percentofeverything.com/ 2013/08/21/deadly-set-how-too-much-focus- causes-mistakes/ https://en.m.wikipedia.org/wiki/ Eastern_Air_Lines_Flight_401
  26. 26. Mental sets https://en.wikipedia.org/wiki/Set_(psychology) A mental set is a framework for thinking about a problem. It can be shaped by habit or by desire. Mental sets can make it easy to solve a class of problem, but attachment to the wrong mental set can inhibit problem-solving and creativity.
  27. 27. What have we learned?
  28. 28. Humans complete tasks in a specific order.
  29. 29. https://www.aol.com/2010/07/14/20-most-annoying-things-at-the-grocery-store https://www.thecomplainingcow.co.uk/supermarkets-most-annoying-habits-revealed/
  30. 30. Photo https://www.bdcnetwork.com/5-breakthrough-applications-vertical- transportation https://bigdatalittleyou.files.wordpress.com/2013/05/smartelevator.jpg
  31. 31. Humans fixate on their task… https://www.lostateminor.com/2015/07/15/open-source- blinkers-for-those-irritated-by-the-sight-of-humans/
  32. 32. Photo, Harsh1: https://flic.kr/p/8oz4UM More on cliffhangers at: http://www.bbc.com/culture/story/20160201-why-we-love-a-cliffhanger
  33. 33. https://youtu.be/vJG698U2Mvo Simons & Chabris Selective Attention Test
  34. 34. https://www.dailymotion.com/video/x2qumj0 Derren Brown, Person Swap
  35. 35. … until they consider it finished, when they move on to something else.
  36. 36. Photo: https://szeifertjudit.files.wordpress.com/2015/10/peter-falk-as-columbo.jpg Just one more thing… Columbo
  37. 37. Jesmond’s
 Laws of Task Modelling 1. Order matters 2. We’re fixated on completion 3. We forget afterwards
  38. 38. Interaction design vs Jesmond’s Laws of Task Modelling*
  39. 39. Interaction design vs Jesmond’s Laws of Task Modelling* with apologies to the brands featured, you’re really very far from the only ones *
  40. 40. Law 1
 Order matters Law 2 Fixated
  41. 41. Law 3
 Forget afterwards Law 2 Fixated
  42. 42. Law 2 Fixated
  43. 43. Law 1
 Order matters Law 2 Fixated
  44. 44. Law 1
 Order matters
  45. 45. Law 1
 Order matters
  46. 46. Law 3
 Forget afterwards
  47. 47. 1Understand your users
  48. 48. 1Understand your users’ tasks
  49. 49. 1Understand your users
  50. 50. 2Identify common steps
  51. 51. 3<Magic goes here>
  52. 52. Boxes, arrows &
 washing machines
  53. 53. Main task Step 1 Step 2 Goal Factor 1 Factor 2 Factor 3 Step 3
  54. 54. Main task Step 1 Step 2 Goal Factor 1 Factor 2 Factor 3 Step 3 Step 4
  55. 55. Produce a task model Research users’ tasks Identify common steps Boxes Arrows Washing machines Draw diagram Order & name steps Feedback Win!
  56. 56. Templates at: cxpartners.co.uk/ ux-resources
  57. 57. Designing with task models in mind
  58. 58. Jesmond’s
 Laws of Task Modelling 1. Order matters 2. We’re fixated on completion 3. We forget afterwards
  59. 59. ?Any questions…? @jesmond jesmond@jesmondallen.co.uk

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