Gerry McGovern: Top tasks an event apart 2015

Top Task Management:
Making it Easier to
Prioritize
Gerry McGovern
gerry@customercarewords.com
www.customercarewords.com
@gerrymcgovern

2© Customer Carewords Ltd. customercarewords.com

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

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

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

Continuous Improvement
Identify
Top
Tasks
Measure
Top
Tasks
Improve

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

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

Norwegian Hospitals: Bottom 20 tasks
Tasks Total Vote
% of Total
Vote 19395
Cumulative
Vote
Cumulative
Tasks
47
Payment / refund / reimbursement of expenses in case of
sickness 112 0.6% 93.8% 71.2%
48 Laboratory Manual 111 0.6% 94.4% 72.7%
49 Patient Hotel (supply, demand, prices, etc.) 100 0.5% 94.9% 74.2%
50 How to become a donor 96 0.5% 95.4% 75.8%
51 Medical ethics 96 0.5% 95.9% 77.3%
52 Food at the hospital / treatment center 93 0.5% 96.3% 78.8%
53
Calculators and Tools (BMI / BMI calculator, calorie counter,
migraine diary diabetes diary etc.) 86 0.4% 96.8% 80.3%
54 Other patients' assessment of treatment location / treatment 84 0.4% 97.2% 81.8%
55 Booking of transport (patient travel) 80 0.4% 97.6% 83.3%
56 Treatment abroad 73 0.4% 98.0% 84.8%
57 Service availability near hospital / treatment site 71 0.4% 98.4% 86.4%
58 Aids in the hospital / treatment site 70 0.4% 98.7% 87.9%
59 Patient Associations 48 0.2% 99.0% 89.4%
60
Organization (management board, objectives and strategies,
key figures, representatives, reports) 46 0.2% 99.2% 90.9%
61 Mobile phone in the hospital (guidelines for use) 37 0.2% 99.4% 92.4%
62 Interpreting service in the hospital / treatment site 29 0.1% 99.6% 93.9%
63 Pension, insurance and welfare benefits (for employees) 27 0.1% 99.7% 95.5%
64 Public post journal 27 0.1% 99.8% 97.0%
65 Give the gift to the hospital / treatment site 19 0.1% 99.9% 98.5%
66 Media Contacts 11 0.1% 100.0% 100.0%
The bottom 20 tasks have 1.2 times the votes of the number 1 task

Scottish Enterprise Bottom 20 Tasks
Tasks Total Vote
% of Total
Vote 3420
Cumulative
Vote
Cumulative
Carewords
48 How to become a Scottish Enterprise client 18 1% 93% 72%
49 Influence Scottish Enterprise's policy 18 1% 94% 73%
50 Product and service design and development 18 1% 94% 75%
51 About Scottish Enterprise 17 0% 95% 76%
52 Find a Scottish Enterprise office 17 0% 95% 78%
53 Find an independant consultant / professional advisor 16 0% 96% 79%
54 Import goods / services 16 0% 96% 81%
55 EU research opportunities 15 0% 97% 82%
56 License out my technology 14 0% 97% 84%
57 Online seminars / webinars / podcasts 14 0% 97% 85%
58 Intellectual property (patent, trademarking, copyright) 12 0% 98% 87%
59 Test your idea (product, establishment, market, etc.) 12 0% 98% 88%
60 Products / technologies available for licensing 11 0% 98% 90%
61 Research partner identification 11 0% 99% 91%
62 Collaborative research with other companies 10 0% 99% 93%
63 Manage / change my event booking 10 0% 99% 94%
64 Collaboration with third level researchers 8 0% 100% 96%
65 Investment deals Scottish Enterprise have made 6 0% 100% 97%
66 Organisation chart for Scottish Enterprise 5 0% 100% 99%
67 Online forums (share ideas, ask for advice) 2 0% 100% 100%

Enterprise Ireland Bottom 20 Tasks
Tasks Total
% of
3795
Cumul
Vote
Cumul
Words
International logistics 13 0% 97% 77%
Design advice 12 0% 97% 78%
International legal issues (taxation, getting
paid) 11 0% 98% 80%
Products / technologies available for
licensing 10 0% 98% 81%
Translation and interpreting services 10 0% 98% 82%
Franchising 8 0% 98% 83%
Trade barriers for service companies 8 0% 99% 84%
Current Enterprise Ireland tenders 7 0% 99% 86%
Irish economic profile summary 7 0% 99% 87%
Manage / change my event booking 7 0% 99% 88%
Annual report for Enterprise Ireland 6 0% 99% 89%
Enterprise Ireland's confidentiality policies 6 0% 100% 90%
Export duties and regulations 4 0% 100% 92%
Irish public sector purchasers directory 4 0% 100% 93%
Purchasing policies for Enterprise Ireland 4 0% 100% 94%
Eolas as Gaeilge 2 0% 100% 95%
Previous event presentations / recordings 2 0% 100% 96%
Discuss / contribute to Enterprise Ireland's
policies 0 0% 100% 98%
Freedom of Information Act 0 0% 100% 99%
Source Ireland 0 0% 100% 100%

Bottom 20 Tasks: Innovation Norway
Tasks Total Vote
% of Total
Vote 14055
Cumulative
Vote
Cumulative
Carewords
78 Business set-up 42 0% 97% 80%
79 Competitor analysis 40 0% 97% 81%
80 Board candidates 39 0% 98% 82%
81 Search for a partner 39 0% 98% 84%
82 Loan calculator 37 0% 98% 85%
83 Intellectual property rights 35 0% 98% 86%
84 Export risk analysis 26 0% 98% 87%
85 Market key facts / numbers 26 0% 99% 88%
86 Internet bank (my loans) 25 0% 99% 89%
87 Annual report for Innovation Norway 22 0% 99% 90%
88 eLearning 21 0% 99% 91%
89 Customer case studies 20 0% 99% 92%
90 IN consultancy: how much does it cost 19 0% 99% 93%
91 Corruption information 18 0% 100% 94%
92 Bankruptcy sales 14 0% 100% 95%
93 "The innovator" (the TV show) 13 0% 100% 96%
94 School collaboration 13 0% 100% 97%
95 Confidentiality agreements 12 0% 100% 98%
96 Post /email records 9 0% 100% 99%
97 Project rooms on the Internet 1 0% 100% 100%

Tasks: more important to Team
Tasks
Customer
Vote%
Team
Vote% 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%
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%

Buying a Car
More Important to
Customer
•Reliability / ratings
• Low fuel consumption
• Dependable
• Affordability
More Important to
Company
•Engine
•Design / style
•Quality
•Brand reputation

TOP TASKSTINY TASKS
Liverpool City

0%
10%
20%
30%
40%
50%
60%
70%
80%
2000 2005 2010 2015
Decline in Trust in Organizations
Organizations

0%
10%
20%
30%
40%
50%
60%
70%
80%
2000 2005 2010 2015
Me & My Friends Vs Organizations
Me & My Friends
Organizations

Kreftforeningen jobber med å forbedre sitt tilbud på nett.
Tasks Total Vote
% of Total
Vote 22950
Cumulative
Vote
Cumulative
Tasks
1
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%
6
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%
16
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%
19
Norwegian Labour and Welfare Administration and
hospitals 416 1.8% 52.0% 24.1%
20
Classes and groups for people with cancer and their
families 398 1.7% 53.8% 25.3%
Top 25%
26-50%
51-75%

Tasks Total Vote
% of Total
Vote 22950
Cumulative
Vote
60 Volunteer 99 0.4% 96.7%
61 Give gift to the Cancer Society 92 0.4% 97.1%
62
The Varde center (opening hours, contact details,
quotations) 76 0.3% 97.4%
63 Local offices of the Cancer Society 74 0.3% 97.8%
64 Aids (prostheses, wigs) 73 0.3% 98.1%
65 Online shop (Pink Ribbon, Livestrong bands) 64 0.3% 98.3%
66 Employees of the Cancer Society 61 0.3% 98.6%
67 Sexuality and cancer 49 0.2% 98.8%
68 Press releases 47 0.2% 99.0%
69 Vacancies 35 0.2% 99.2%
70 Donation in connection with funeral 26 0.1% 99.3%
71 Annual statement for tax return 25 0.1% 99.4%
72 Testament - help with writing will/testament 25 0.1% 99.5%
73 Businesses - how to support the Cancer Society? 23 0.1% 99.6%
74
Change / register information about the donor /
membership 19 0.1% 99.7%
75 Starting a collection 18 0.1% 99.8%
76 Annual report of the Cancer Society 16 0.1% 99.8%
77 Memory Gift ("In memory of ...") 13 0.1% 99.9%
78 Legacy gift (how to give ) 11 0.0% 100.0%
79 Tax deductions for donations to the Cancer Society 11 0.0% 100.0%
Bottom 20 tasks

• From 5,000 to 1,000 pages (80% decrease)
• 70% increase in one-time donations
• 88% increase in monthly donors registered
• 164% increase in members registered
• 348% increase in incoming links
• 80% increase in visitors

Sources for Longlist
1. Organization strategy
2. Existing website
3. Top 50 search (annual: internal, external)
4. Top 50 most visited pages, files (annual)
5. Competitor, peer websites
6. Traditional / social media
7. Customer feedback, research
8. Stakeholder reviews

NO OVERLAPS
Tasks Duplicate Class Source
Book your GP appointment
online appointment
Find services /
experts patients.co.uk
Let me book an appointment appointment
Find services /
experts user goals doc
Make an appointment appointment
Find services /
experts mayoclinic.com
Remind me when it's time for
my appointment appointment Living With user goals doc
Request an appointment appointment
Find services /
experts netwellness
In researching a condition / disease what 5 factors are most important to you?

Energy efficiency (conservation, climate change) Environment (grants, health, projects)
Events and exhibitions
Family information service (children and parent
centres, child minding)
Find a job Find my local council
Find my nearest (school, library, etc) Forms
Freedom of information, privacy Funerals, burials, cremations and cemeteries
Grants, funds and awards Hospitals, health authorities
Housing
Land and property (sales, charges, personal
search, register)
Leisure activities (parks, open spaces,
greenways) Libraries
Licences and permits Maps of Lancashire (MARIO)
Markets (locations, times, types) Minorities support
News
Older people (residential care, day centres,
services)
Parking (fines, car parks, park and ride,
residents, blue badges, ParkWise) Payments to council (bills, invoices)
Planning (application, advice, building control,
development, permission)
Policies (equality and diversity, accessibility,
social inclusion, transport, safety)
Pollution control (air, land, water, substances) Press releases (media enquiries)
Procurement, tenders, contracts Ranger services
Records office (genealogy, family history,
census, archives, ancestry) Recycling centres (sites, times)
COMPLETE

Top 20 Tasks
Tasks Total Vote
% of Total
Vote 16320
Cumulative
Vote
Cumulative
Carewords
1 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%
Top 25%
26-50%
51-75%

UK National Health Service
Tasks
504
Voters
1008
Voters
1512
Voters
2017
Voters
1 Check symptoms 4% 5% 5% 5%
2 Basic facts about conditions / diseases 4% 3% 3% 4%
3 Book an appointment online 4% 3% 4% 4%
4
Get advice from a doctor / nurse (phone, website chat,
email) 3% 3% 3% 3%
5 What to do based on your symptoms 3% 3% 3% 3%
6
Best place to go for help (GP, A & E, clinic, walk-in
centre, pharmacist) 3% 3% 3% 3%
7 When to seek urgent medical attention 2% 3% 2% 2%
8 Get your medical records online 2% 2% 2% 2%
9 How a condition / disease should be treated 2% 2% 2% 2%
10 What to do in a medical emergency 2% 2% 2% 2%
11 Get test results online 2% 2% 2% 2%
12 Opening times (GPs, clinics, chemists) 2% 2% 2% 2%
13 Can I treat this myself? 2% 2% 2% 2%
14 Seriousness of a condition / disease (prognosis) 2% 2% 2% 2%
15 Diet, food and nutrition 2% 2% 2% 2%
16
Compare hospitals based on quality of care (infection
rates, MRSA, surgical errors, death rates) 2% 2% 2% 2%
17 Contact details for hospitals, GPs, gyms, etc 2% 2% 2% 2%
18 Treating common health problems at home 2% 2% 2% 2%
19 Choose a GP that's right for you 1% 2% 2% 2%
20 Tips for coping with a condition / disease 2% 2% 1% 2%
Top 25%
26-50%
51-75%

Children
Tasks
Yes
N
o
Total
1 Check symptoms 6% 4% 5%
2 Basic facts about conditions / diseases 3% 4% 4%
3 Book an appointment online 3% 4% 4%
4
email) 4% 3% 3%
5 What to do based on your symptoms 4% 3% 3%
6
centre, pharmacist) 2% 3% 3%
7 When to seek urgent medical attention 2% 2% 2%
8 Get your medical records online 2% 2% 2%
9 How a condition / disease should be treated 2% 2% 2%
10 What to do in a medical emergency 3% 2% 2%
11 Get test results online 2% 2% 2%
12 Opening times (GPs, clinics, chemists) 1% 2% 2%
13 Can I treat this myself? 2% 2% 2%
14 Seriousness of a condition / disease (prognosis) 2% 2% 2%
15 Diet, food and nutrition 1% 2% 2%
16
rates, MRSA, surgical errors, death rates) 2% 2% 2%
17 Contact details for hospitals, GPs, gyms, etc 1% 2% 2%
18 Treating common health problems at home 2% 1% 2%
19 Choose a GP that's right for you 1% 2% 2%
20 Tips for coping with a condition / disease 1% 2% 2%
Top 25%
26-50%
51-75%

Gender
Tasks
M
ale
Fem
ale
Total
1 Check symptoms 3% 5% 5%
2 Basic facts about conditions / diseases 3% 4% 4%
3 Book an appointment online 4% 3% 4%
4
email) 3% 3% 3%
5 What to do based on your symptoms 2% 3% 3%
6
centre, pharmacist) 3% 3% 3%
7 When to seek urgent medical attention 2% 2% 2%
8 Get your medical records online 3% 2% 2%
9 How a condition / disease should be treated 2% 2% 2%
10 What to do in a medical emergency 2% 2% 2%
11 Get test results online 2% 2% 2%
12 Opening times (GPs, clinics, chemists) 2% 2% 2%
13 Can I treat this myself? 2% 2% 2%
14 Seriousness of a condition / disease (prognosis) 2% 2% 2%
15 Diet, food and nutrition 1% 2% 2%
16
rates, MRSA, surgical errors, death rates) 2% 2% 2%
17 Contact details for hospitals, GPs, gyms, etc 2% 2% 2%
18 Treating common health problems at home 1% 2% 2%
19 Choose a GP that's right for you 2% 1% 2%
20 Tips for coping with a condition / disease 2% 2% 2%
Top 25%
26-50%
51-75%

Region
Tasks
N
orth
East
N
orth
W
est
YorkshireEastM
idlands
W
estM
idlands
EastofEnglandLondon
South
East
South
W
est
Total
1 Check symptoms 5% 4% 6% 5% 4% 3% 4% 5% 5% 5%
2 Basic facts about conditions / diseases 4% 2% 4% 4% 4% 5% 3% 4% 4% 4%
3 Book an appointment online 3% 4% 3% 2% 3% 3% 4% 4% 4% 4%
4
email) 3% 3% 3% 4% 4% 3% 3% 3% 4% 3%
5 What to do based on your symptoms 3% 4% 4% 4% 3% 4% 3% 3% 3% 3%
6
centre, pharmacist) 1% 3% 2% 3% 3% 2% 3% 2% 2% 3%
7 When to seek urgent medical attention 3% 3% 2% 3% 2% 2% 2% 2% 2% 2%
8 Get your medical records online 2% 2% 2% 2% 2% 3% 2% 2% 3% 2%
9 How a condition / disease should be treated 2% 2% 2% 2% 2% 2% 2% 3% 2% 2%
10 What to do in a medical emergency 2% 2% 1% 4% 2% 2% 2% 2% 2% 2%
11 Get test results online 1% 3% 2% 2% 2% 2% 2% 2% 3% 2%
12 Opening times (GPs, clinics, chemists) 2% 2% 2% 1% 2% 1% 2% 2% 2% 2%
13 Can I treat this myself? 2% 3% 2% 2% 2% 2% 2% 2% 1% 2%
14 Seriousness of a condition / disease (prognosis) 3% 2% 2% 2% 2% 3% 1% 2% 2% 2%
15 Diet, food and nutrition 1% 2% 1% 3% 2% 2% 2% 1% 2% 2%
16
rates, MRSA, surgical errors, death rates) 1% 3% 2% 2% 1% 1% 2% 1% 2% 2%
17 Contact details for hospitals, GPs, gyms, etc 2% 2% 1% 1% 2% 1% 3% 2% 1% 2%
18 Treating common health problems at home 3% 2% 2% 1% 2% 2% 2% 2% 2% 2%
19 Choose a GP that's right for you 1% 1% 2% 2% 2% 1% 2% 1% 2% 2%
20 Tips for coping with a condition / disease 2% 2% 2% 2% 1% 2% 1% 2% 2% 2%
Top 25%
26-50%
51-75%

Occupation
Tasks
H
ealth
prof
H
igherM
gm
t
Inter.M
gm
t
Supervisory
Skilled
m
anual
O
therm
anual
N
otin
w
ork
Total
1 Check symptoms 4% 5% 5% 5% 6% 4% 3% 5%
2 Basic facts about conditions / diseases 3% 4% 5% 4% 4% 2% 3% 4%
3 Book an appointment online 3% 5% 4% 4% 3% 4% 3% 4%
4
email) 3% 3% 3% 4% 3% 4% 4% 3%
5 What to do based on your symptoms 3% 4% 4% 3% 3% 3% 2% 3%
6
centre, pharmacist) 4% 2% 3% 3% 3% 2% 2% 3%
7 When to seek urgent medical attention 2% 2% 2% 2% 3% 2% 2% 2%
8 Get your medical records online 2% 3% 2% 2% 2% 2% 3% 2%
9 How a condition / disease should be treated 2% 3% 2% 2% 2% 2% 2% 2%
10 What to do in a medical emergency 2% 1% 2% 2% 2% 2% 2% 2%
11 Get test results online 2% 3% 2% 2% 2% 2% 3% 2%
12 Opening times (GPs, clinics, chemists) 2% 1% 2% 4% 2% 2% 1% 2%
13 Can I treat this myself? 2% 2% 2% 1% 3% 2% 1% 2%
14 Seriousness of a condition / disease (prognosis) 2% 2% 2% 2% 2% 1% 2% 2%
15 Diet, food and nutrition 1% 2% 2% 2% 2% 2% 2% 2%
16
rates, MRSA, surgical errors, death rates) 1% 3% 2% 2% 2% 2% 2% 2%
17 Contact details for hospitals, GPs, gyms, etc 2% 2% 2% 3% 1% 2% 1% 2%
18 Treating common health problems at home 1% 2% 2% 1% 2% 1% 1% 2%
19 Choose a GP that's right for you 1% 2% 2% 2% 1% 2% 2% 2%
20 Tips for coping with a condition / disease 2% 1% 2% 1% 2% 1% 2% 2%
Top 25%
26-50%
51-75%

Age
Tasks
18-24
25-34
35-44
45-54
55-64
65
oroverTotal
1 Check symptoms 5% 5% 4% 5% 2% 3% 5%
2 Basic facts about conditions / diseases 2% 4% 5% 3% 4% 3% 4%
3 Book an appointment online 3% 4% 4% 4% 4% 2% 4%
4
email) 4% 4% 3% 3% 3% 3% 3%
5 What to do based on your symptoms 3% 3% 4% 3% 3% 1% 3%
6
centre, pharmacist) 3% 3% 3% 1% 2% 3% 3%
7 When to seek urgent medical attention 1% 2% 2% 3% 2% 4% 2%
8 Get your medical records online 2% 2% 2% 3% 4% 3% 2%
9 How a condition / disease should be treated 2% 2% 2% 3% 2% 2% 2%
10 What to do in a medical emergency 2% 2% 2% 2% 2% 3% 2%
11 Get test results online 2% 2% 2% 2% 3% 2% 2%
12 Opening times (GPs, clinics, chemists) 2% 2% 2% 2% 1% 1% 2%
13 Can I treat this myself? 3% 2% 2% 2% 1% 2% 2%
14 Seriousness of a condition / disease (prognosis) 1% 1% 2% 2% 3% 2% 2%
15 Diet, food and nutrition 2% 2% 2% 1% 1% 1% 2%
16
rates, MRSA, surgical errors, death rates) 1% 2% 2% 1% 3% 2% 2%
17 Contact details for hospitals, GPs, gyms, etc 2% 3% 1% 1% 1% 1% 2%
18 Treating common health problems at home 2% 2% 2% 1% 2% 1% 2%
19 Choose a GP that's right for you 2% 2% 2% 2% 2% 2% 2%
20 Tips for coping with a condition / disease 1% 1% 2% 2% 2% 2% 2%

Norwegian Hospitals: Top 20 tasks
Tasks Total Vote
% of Total
Vote 19395
Cumulative
Vote
Cumulative
Tasks
1 What happens before, during and after treatment? 1115 5.7% 5.7% 1.5%
2 Contact information (phone, email, social media, etc.) 906 4.7% 10.4% 3.0%
3
Disorders (symptoms, investigations, diagnosis, prognoses,
treatment) 881 4.5% 15.0% 4.5%
4 Hospitals, clinics, departments 734 3.8% 18.7% 6.1%
5 Waiting times at the hospital / treatment site 702 3.6% 22.4% 7.6%
6
My health information (journal, visit history, prescriptions,
vaccinations, etc.) 667 3.4% 25.8% 9.1%
7 Opening hours, visitor and visit times 654 3.4% 29.2% 10.6%
8 Access to my journal 622 3.2% 32.4% 12.1%
9 My rights as a patient 610 3.1% 35.5% 13.6%
10 Find treatment center for a particular treatment 554 2.9% 38.4% 15.2%
11
Find and compare treatment center with the shortest latency
and best treatment 544 2.8% 41.2% 16.7%
12 Contact the acute illness / accident 505 2.6% 43.8% 18.2%
13 Help to cope with illness - (training courses) 495 2.6% 46.3% 19.7%
14 Locating the hospital / treatment center (indoor) 475 2.4% 48.8% 21.2%
15 Preparations for the hospital / treatment stay 470 2.4% 51.2% 22.7%
16 Advice, guidance, rights, practical information to relatives 467 2.4% 53.6% 24.2%
17 Recent research on my disease 461 2.4% 56.0% 25.8%
18 My contact at the treatment site 460 2.4% 58.4% 27.3%
19 Medical advice by phone, email or chat 451 2.3% 60.7% 28.8%
20
Locating A hospital / treatment site (directions, public
transport, etc.) 449 2.3% 63.0% 30.3%
Top 25%
26-50%
51-75%TREATMENT

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.

Tasks Total Vote
%
Vo
1 Country surveys / reviews / reports 2178
2 Compare country statistical data 1960
3 Statistics on one particular topic 1869
4 Browse a publication online for free 1610
5 Working papers 1530
6 Publication by topic 1478
7 Basic facts, summaries and overviews 1379
8 Statistics on one particular country 1285
9 Statistical forecasts / projections 1210
10 Access to raw data 1051
11
governance, tax havens, etc.) 1025
12 Statistical sources and methods 1019
13 What's new (hot topics, recent publications, events) 1004
14 OECD policy advice by topic, country 843
15 OECD Annual Report 784
16 Publication by country 746
17 Best practice in policy implementation 739
18 Publication by title 614

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?

1.10 task questions based on
top tasks
2.Carefully select 15-18
participants
3.Test remotely for 1 hour
4.Make it as natural as possible

Cisco Customers Top Tasks
Download
software,
firm…
Configure / set
up a pr…
Troubleshootin
g (bug fi…
615
43
Top 25%
26-50%
51-75%

2010
15 Steps
Downloading Software
for 7920
280 seconds approx

Path 1
1

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

Path 1
8

Path 1
9

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

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

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

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

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 = 68
Good
0-2.25 x Target
* All Failure times treated as 300 seconds
Minor Time Issue
2.25-3.25 x Target
Major Time Issue
3.25-5.75 x Target
Critical Time Issue
Above 5.75 x Target

“Implementing the
improvements required
coordinated effort from
multiple IT teams, usability
and experience design
people, and even content
editors.” Martin Hardee, Director for Cisco.com

July 2014 OverallMar 2014 Overall

@gerrymcgovern

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

Gerry McGovern: Top tasks an event apart 2015

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