Top Tasks: Making it Easier to Prioritize - Gerry McGovern

Top Tasks Finding out what your customers really want

December 15, 2014

Gerry [email protected]@gerrymcgovern

mailto:[email protected]

http://www.customercarewords.com/

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2© Customer Carewords Ltd. customercarewords.com


5 million visits


5 million visits

NO TIME TO

UPDATE


Top Task: Check Symptoms


Top Task: Check Symptoms




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.














“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.”

AnswerDash survey, 2014








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%


Kreftforeningen jobber med å forbedre sitt tilbud på nett.

Tasks Total Vote

% of Total

Vote 22950

Cumulative

Vote

Cumulative

Tasks60 Volunteer 99 0.4% 96.7% 75.9%

61 Give gift to the Cancer Society 92 0.4% 97.1% 77.2%

62

The Varde center (opening hours, contact details,

quotations) 76 0.3% 97.4% 78.5%

63 Local offices of the Cancer Society 74 0.3% 97.8% 79.7%

64 Aids (prostheses, wigs) 73 0.3% 98.1% 81.0%

65 Online shop (Pink Ribbon, Livestrong bands) 64 0.3% 98.3% 82.3%

66 Employees of the Cancer Society 61 0.3% 98.6% 83.5%

67 Sexuality and cancer 49 0.2% 98.8% 84.8%

68 Press releases 47 0.2% 99.0% 86.1%

69 Vacancies 35 0.2% 99.2% 87.3%

70 Donation in connection with funeral 26 0.1% 99.3% 88.6%

71 Annual statement for tax return 25 0.1% 99.4% 89.9%

72 Testament - help with writing will/testament 25 0.1% 99.5% 91.1%

73 Businesses - how to support the Cancer Society? 23 0.1% 99.6% 92.4%

74

Change / register information about the donor /

membership 19 0.1% 99.7% 93.7%

75 Starting a collection 18 0.1% 99.8% 94.9%

76 Annual report of the Cancer Society 16 0.1% 99.8% 96.2%

77 Memory Gift ("In memory of ...") 13 0.1% 99.9% 97.5%

78 Legacy gift (how to give ) 11 0.0% 100.0% 98.7%

79 Tax deductions for donations to the Cancer Society 11 0.0% 100.0% 100.0%




33


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DELL POWEREDGE SERVERS ARE


36

DELL POWEREDGE SERVERS ARE


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39


40


41


42

‘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

43

The World’s Very First Website (1992)

44

The World’s Very First Website (1992)

2014


2013 Best Design of the Year


2013 Best Design of the Year


We focus on user needs.

RELENTLESSLY


Content Publishing activity


TOP TASKSContent Publishing activity


TOP TASKSTINY TASKSContent Publishing activity

Top tasks for the European Commission

12

3

4

56

1219

40

MediumSmall

Tiny Top

77 tasks – 107,000 voters

12

3

4

56

1219

40 6 Top Tasks

1. EU law, rules, treaties, judgments

2. Research and innovation3. Funding, grants, subsidies4. Education and training in EU5. EU strategy, political priorities6. Environmental protection

MediumSmall

Tiny Top

77 tasks – 107,000 voters

External poll - bottom 20 tasks

106792 Tasks Total Vote

% of Total

Vote 1601880

Cumulative

Vote

Cumulative

Tasks58 Chemicals (approval) 9910 0.6% 92.1% 75.3%

59 Volunteering opportunities 9692 0.6% 92.7% 76.6%

60 Corporate social responsibility for business 9455 0.6% 93.3% 77.9%

61 E-government 9448 0.6% 93.9% 79.2%

62 Taxation, excise (not VAT) 8767 0.5% 94.4% 80.5%

63 Accession of new countries to the EU, enlargement 8678 0.5% 94.9% 81.8%

64 VAT (Value Added Tax) 8098 0.5% 95.5% 83.1%

65

Judicial cooperation between EU countries, recognition of

judgments 7549 0.5% 95.9% 84.4%

66 Pensions, retirement in another EU country 7433 0.5% 96.4% 85.7%

67 Transport safety (air, road, banned airlines) 7256 0.5% 96.8% 87.0%

68 Complaints to the European Commission 6673 0.4% 97.3% 88.3%

69 Resource security (oil, gas, raw materials) 6556 0.4% 97.7% 89.6%

70 Family (marriage, divorce, partnerships, adoption) 6378 0.4% 98.1% 90.9%

71 Emergencies, disasters, civil protection 5944 0.4% 98.4% 92.2%

72 Visit EU institutions, guided tours 5530 0.3% 98.8% 93.5%

73 European Commissioner profiles 5157 0.3% 99.1% 94.8%

74

Goods allowed when crossing borders (alcohol, cigarettes, cash,

pets) 4097 0.3% 99.4% 96.1%

75 Driving licence validity in EU countries 3732 0.2% 99.6% 97.4%

76 Vehicles (buying, selling, registration, taxes, insurance) 3473 0.2% 99.8% 98.7%

77 President of the Commission (profile, agenda) 3042 0.2% 100.0% 100.0%

Tasks by DG

DGs/teams by

task About th

e Euro

pean

Com

mis

sion

(role

, str

ucture

, how

it

work

s)

About th

e Euro

pean

Unio

n (ro

le, s

truct

ure, h

ow it

work

s,

origin

)

Access

ion o

f new

countri

es to th

e EU, e

nlarg

emen

t

Banking an

d finan

cial m

arket

s (re

form

, regu

latio

n)

Chemic

als (

appro

val)

Climate

chan

ge, g

lobal

war

min

g

Compet

ition (s

tate

aid

, cart

els,

merg

ers, a

nti-tr

ust)

Compla

ints

to th

e Eu

ropean

Com

miss

ion

Confere

nces,

sum

mits

, meet

ings

, eve

nts

Consum

er a

nd pass

enge

r rig

hts

Contact

Euro

pean C

omm

issio

n, Euro

pean U

nion

Corpora

te so

cial r

esponsib

ility

for b

usines

s

Crime, f

raud, c

orrupt

ion, h

uman

traffi

ckin

g

Culture

(herit

age, a

rts,

film

s, Capi

tals

of Cultu

re)

Custom

s, ta

riffs

, quota

s, dut

ies

Develo

pmen

t and h

uman

itaria

n aid

Doing b

usines

s in th

e EU

Doing b

usines

s with

the E

urope

an C

omm

issio

n (c

alls

for

tenders

, bid

s)

Drivin

g licenc

e valid

ity in

EU co

untries

Econom

ic gr

owth

, fin

ancia

l sta

bility

in E

U (cris

is, a

ssist

ance

to m

ember

stat

es)

Educa

tion an

d train

ing

in E

U

E-go

vern

ment

Emerg

encie

s, d

isast

ers,

civil

prote

ctio

n

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

Tasks by DG

DGs/teams by

task About th

e Euro

pean

Com

mis

sion

(role

, str

ucture

, how

it

work

s)

About th

e Euro

pean

Unio

n (ro

le, s

truct

ure, h

ow it

work

s,

origin

)

Access

ion o

f new

countri

es to th

e EU, e

nlarg

emen

t

Banking an

d finan

cial m

arket

s (re

form

, regu

latio

n)

Chemic

als (

appro

val)

Climate

chan

ge, g

lobal

war

min

g

Compet

ition (s

tate

aid

, cart

els,

merg

ers, a

nti-tr

ust)

Compla

ints

to th

e Eu

ropean

Com

miss

ion

Confere

nces,

sum

mits

, meet

ings

, eve

nts

Consum

er a

nd pass

enge

r rig

hts

Contact

Euro

pean C

omm

issio

n, Euro

pean U

nion

Corpora

te so

cial r

esponsib

ility

for b

usines

s

Crime, f

raud, c

orrupt

ion, h

uman

traffi

ckin

g

Culture

(herit

age, a

rts,

film

s, Capi

tals

of Cultu

re)

Custom

s, ta

riffs

, quota

s, dut

ies

Develo

pmen

t and h

uman

itaria

n aid

Doing b

usines

s in th

e EU

Doing b

usines

s with

the E

urope

an C

omm

issio

n (c

alls

for

tenders

, bid

s)

Drivin

g licenc

e valid

ity in

EU co

untries

Econom

ic gr

owth

, fin

ancia

l sta

bility

in E

U (cris

is, a

ssist

ance

to m

ember

stat

es)

Educa

tion an

d train

ing

in E

U

E-go

vern

ment

Emerg

encie

s, d

isast

ers,

civil

prote

ctio

n

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- 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


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,


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 th

e Euro

pean

Com

mis

sion

(role

, str

ucture

, how

it

work

s)

About th

e Euro

pean

Unio

n (ro

le, s

truct

ure, h

ow it

work

s,

origin

)

Access

ion o

f new

countri

es to th

e EU, e

nlarg

emen

t

Banking an

d finan

cial m

arket

s (re

form

, regu

latio

n)

Chemic

als (

appro

val)

Climate

chan

ge, g

lobal

war

min

g

Compet

ition (s

tate

aid

, cart

els,

merg

ers, a

nti-tr

ust)

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

Tasks by DG

DGs/teams by

task About th

e Euro

pean

Com

mis

sion

(role

, str

ucture

, how

it

work

s)

About th

e Euro

pean

Unio

n (ro

le, s

truct

ure, h

ow it

work

s,

origin

)

Access

ion o

f new

countri

es to th

e EU, e

nlarg

emen

t

Banking an

d finan

cial m

arket

s (re

form

, regu

latio

n)

Chemic

als (

appro

val)

Climate

chan

ge, g

lobal

war

min

g

Compet

ition (s

tate

aid

, cart

els,

merg

ers, a

nti-tr

ust)

Compla

ints

to th

e Eu

ropean

Com

miss

ion

Confere

nces,

sum

mits

, meet

ings

, eve

nts

Consum

er a

nd pass

enge

r rig

hts

Contact

Euro

pean C

omm

issio

n, Euro

pean U

nion

Corpora

te so

cial r

esponsib

ility

for b

usines

s

Crime, f

raud, c

orrupt

ion, h

uman

traffi

ckin

g

Culture

(herit

age, a

rts,

film

s, Capi

tals

of Cultu

re)

Custom

s, ta

riffs

, quota

s, dut

ies

Develo

pmen

t and h

uman

itaria

n aid

Doing b

usines

s in th

e EU

Doing b

usines

s with

the E

urope

an C

omm

issio

n (c

alls

for

tenders

, bid

s)

Drivin

g licenc

e valid

ity in

EU co

untries

Econom

ic gr

owth

, fin

ancia

l sta

bility

in E

U (cris

is, a

ssist

ance

to m

ember

stat

es)

Educa

tion an

d train

ing

in E

U

E-go

vern

ment

Emerg

encie

s, d

isast

ers,

civil

prote

ctio

n

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- 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


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,


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 th

e Euro

pean

Com

mis

sion

(role

, str

ucture

, how

it

work

s)

About th

e Euro

pean

Unio

n (ro

le, s

truct

ure, h

ow it

work

s,

origin

)

Access

ion o

f new

countri

es to th

e EU, e

nlarg

emen

t

Banking an

d finan

cial m

arket

s (re

form

, regu

latio

n)

Chemic

als (

appro

val)

Climate

chan

ge, g

lobal

war

min

g

Compet

ition (s

tate

aid

, cart

els,

merg

ers, a

nti-tr

ust)

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


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

Good0-2.25 x Target

* All Failure times treated as 300 seconds

Minor Time Issue2.25-3.25 x Target

Major Time Issue3.25-5.75 x Target

Critical Time IssueAbove 5.75 x Target








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