1. Top task analysis
Presenter: Rute Xu
Mentor:

2. 1 Motivation
2
3 Procedure
4 Results
5 Limitations
6 Nextsteps
Agenda
Method

3. Motivation Method Procedure Results Limitations Nextsteps
Motivation
Work
planning
Top tasks

4. Method
• Users browse for tasks
o Identify top tasks
o Prioritize over tiny tasks
Number of pages
Page
value Top tasks
Tiny tasks
Industry best
practice
Motivation Method Procedure Results Limitations Nextsteps

5. Project timeline
Planned Task
Actual Task
Planned Milestone
Actual Milestone
Planned SummaryTask
Actual Summary Task
Planning 2 weeks
Data analysis
5 weeks
Web analytics 4.5 weeks
User interview 2 weeks
User comments 3 weeks
Taks list 2 weeks
Ranking 3 weeks
Findings 2 weeks
Weeks
1 2 3 4 5 6 7 8 9 10 11 12 13
Motivation Method Procedure Results Limitations Nextsteps

6. Short task list
Long task list Top user tasks
Motivation Method Procedure Results Limitations Nextsteps
Raw data
Procedure

7. Data analysis
Motivation Method Procedure Results Limitations Nextsteps
Top downloads
Top viewed
pages
Top search
terms
User inputWeb analytics
Feedbacks
Interview
Questions
+

8. Example
Order a tax formtax form request
Top download links Page summary User tasks
Motivation Method Procedure Results Limitations Nextsteps

9. Example
Top search terms
Submit a travel claim
Motivation Method Procedure Results Limitations Nextsteps

10. Long list
Motivation Method Procedure Results Limitations Nextsteps
200+ tasks

11. Short list
Regroup
Randomize
Eliminate
Motivation Method Procedure Results Limitations Nextsteps
 Updateorganizational chart  Updatepersonallearning history  Claimtransportation expense
within city
 Learn aboutCorporateacronyms  Evaluateself-competencies against
job requirements
 Requestaccess to software
 Contacta financial institution/bank  Createmeeting agenda  Takea competency test
 Mail protected information  RequestBlackBerryservices  Requestremoteaccess to CRA
network
 Calculatemeal,hotel,and
transportation allowanceon travel
claim
 Changefontsizein corporate
systems
 Get notificationfor letter of offer
acceptance
 Affirmtheabsenceof conflictof
interests
 Encryptemails  Changeofficelocations
 Recover passwords  Sign up for e-learning courses  Requesttranslation
 Createor modify a letter of offer  Makea presentation  Set up/transferhardware
equipment
 Scan a document  Extend a temporary employee  Requestbuilding service
 Adjustwork station  Modify submitted travel expense
claims
 Apply for unpaidpersonal leave
 Contactan employee/aprogram  Submitconfidential disclosure
form
 Completeperformanceappraisals
 Requestpersonal security
clearance
 Set up voicemail/ automaticemail
reply
 Createa job position
 Installa printer  Write/ publishonlinecontent  Calculatepaidleavecredits
 Hirea student  ChangeOutlookproperties  Requesta stand-upwork station
 Activate/return building access/ID
cards
 Correctreleased timesheet  Changedefaultworkschedule
 Resolveconflictwith colleagues  Changejobs  Forward tasks for an absent
manager
 Disposeassets  Fill in leaveactivity codes  Writea job description
 Answer taxpayerphonecalls  Switch between compressed and
full-timeschedules
 Participateina webinarsession
 Updatetaxpayer personal
information
 Request,return or transfer an
acquisitioncard
 Reporta hazard orinjury
 Createa staffing plan  Completepersonal training and
learning plan
 Claimheath benefitpackages
 Claimprofessionalmembership
expense
 Run macros on accounts receivable
inventory
 Order officesupplies
 Calculatepayabletax deduction  Contacta vendor  Printtimesheet
 Reviewemployeesystemaccess  Set up multimediaequipmentfor
meeting
 Collecttax fromnon-
filers/bankrupts
 Calculatepension/retirement
benefits
 Submita travel expenseclaim  Requestdelivery of taxpayer
documents
 Reviewbilingual capacity  Adviseon property leasepolicy  Submita travel requestfor
self/others
 Other (pleaseindicate):  Reconcileprocurementexpenses  Order a tax form
 Updateorganizational chart  Hirecontractors  Audittax accounts
80 tasks

12. Questionnaire
• Forced choice
o Subconscious
only top 5 tasks
Motivation Method Procedure Results Limitations Nextsteps
• Limited choice
o Must vs Nice haves

13. Task percentage
TINY
MEDIUMSMALL
TOP
Bottom60%
Motivation Method Procedure Results Limitations Nextsteps
Top 7%
150 users voted

14. Task distribution
Motivation Method Procedure Results Limitations Nextsteps
R
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t
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N
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x
t
s
t
e
p
0%
5%
10%
15%
20%
25%
30%
35%
40%% Votes
% Total tasks
43%
12%
43%
37%
80%
30 top tasks

15. Motivation Method Procedure Results Limitations Nextsteps
Top tasks

16. Motivation Method Procedure Results Limitations Nextsteps
Survey participants
28%
22%
21%
10%
19%
ABSB
Compliance
Collection
IT
Others
CRA demographics
25%
24%
22%
9%
20%
ABSB
Compliance
Collection
IT
Others
Representative sample

17. Cross-segment comparison
Motivation Method Procedure Results Limitations Nextsteps
ABSB Collection Compliance ITB
Top 3 tasks

18. Challenges
Motivation Method Procedure Results Limitations Nextsteps
Limitation
Barrier to
survey
Lack of
collaboration
Technical
constraints

19. Client advisory
Assessment
Future
collaboration
Result
sharing
Strategic Planning
Measure
Prioritize
Identify
Portfolios
Next steps
Motivation Method Procedure Results Limitations Nextsteps

20. Continuous improvement
Measure improveIdentify
• Successrate
• Completion time
Motivation Method Procedure Results Limitations Nextsteps

21. Questions

22. Reference
McGovern, G. (2010). Stranger’s Long Neck.
McGovern, G. (2015). What Really Matters: Focusing on Top
Tasks.
Motivation Method Procedure Results Limitations Nextsteps