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ShortlistCheck symptoms
Possible complications of a condition / disease
Basic facts about conditions / diseases
How is a condition diagnosed?
Book an appointment onlineRate my hospital, GP, chemist, etc
Get advice from a doctor / nurse (phone, website chat, email) Can I get this on the NHS?What to do based on your symptoms Safe sex / family planningBest place to go for help (GP, A & E, clinic, walk-in centre, pharmacist)
Description of operation / procedure
When to seek urgent medical attention
Things to do to improve chances of recovery
Get your medical records online
Choose best place to get treatment based on what other patients say
How a condition / disease should be treated
Health issues related to age-group
What to do in a medical emergency
Compare hospitals on convenience (location, parking, public transport, visiting hours)
Get test results onlineHow different treatments work
Opening times (GPs, clinics, chemists) Cost of treatmentCan I treat this myself? Appointment remindersSeriousness of a condition / disease (prognosis) Treatment success rate
Diet, food and nutritionOther illnesses with symptoms like this
Compare hospitals based on quality of care (infection rates, MRSA, surgical errors, death rates) Compare treatment optionsContact details for hospitals, GPs, gyms, etc
Drug-free treatments (counseling, therapy, yoga)
Treating common health problems at home Reduce your riskChoose a GP that's right for you
Different types of a condition / disease
Tips for coping with a condition / disease
Find support groups, helplines
Medicine / Drug guide (side effects, interactions, pill identifier, dosage)
Travel health (emergencies, immunisation, European Health Insurance Card)
ShortlistTalk to a health professional (phone, website chat, email) Get a second opinion
Order prescription medicines online
Further research (statistics, clinical trials, books, websites)
Causes of a condition / disease
Feeling happier / overcoming sadness
Change your lifestyle (fitness, weight, smoking, drinking)
Body Mass Index (BMI) calculator
Health check up Facts on alternative medicineLook up a medical term (medical dictionary) Effects on my familyLiving with a condition / disease
Compare hospital waiting times
Avoiding and preventing disease
Myths about conditions / diseases
Find out how healthy you are Care and treatment at home
Warning signsIs a condition / disease infectious?
Screening, scans, testingOther conditions / diseases linked to a condition
Help with day-to-day management of your condition / disease News about the NHS
Risks / side effects associated with a treatment
Family history / genetic predisposition
Find specialists / consultantsCheck if a health story in the news is true
Support to lead a healthy lifestyle VaccinesFind a hospital / clinic for a particular operation or condition
Share stories / experiences with others in your situation
First Aid guideMedical equipment (devices, gadgets, aids)
What to ask my DoctorRisks associated with lifestyle
Dealing with stressGet an information prescription
Know your rightsGet news updates (email, text)
Support available (legal, benefits, costs, work, home help)
What services does my chemist provide?
Latest health news (research, expert articles, new medicines)
Learn how others changed their lifestyle
Longlist
90 days with StayQuit
Browse over a dozen doctor written and reviewed (yet easy to read) medical encyclopedias
A Guide for Healthy Nutrition
Cable Television Programs
A&E CalculatorsAccess to healthcare abroad
Calculators (Body mass index, cost of smoking)
Activity and Menu Planners
Calculators (Body mass, heart attack risk, calorie burn)
Addictions CaregivingAdults Case studiesAdvice if you've had unprotected sex or a contraception mishap
Check your symptoms and get personalised advice
Advocacy ChildrenAging Children's Health
Alcohol Choosing a Family Doctor Alcohol Chronic DiseasesAll about medicines Clinical TrialsAll A-Z topics Clinical Trials
All directoriesClinician, health professional resources
All Live Well Cold and flu adviceAllergies Commissioned services
Alphabetic List of Specific Diseases / Disorders Common health questionsAnswer Yes or No CommunityAnswers to hundreds of your common health questions Community A-ZAnswers to thousands of your common health questions Community CalendarAppointments Community Health Center
Sources for Longlist1. Organization strategy2. Stakeholder interviews 3. Examine existing website 4. Analyze top search terms5. Most visited webpages 6. Competitor or peer websites7. Relevant media 8. Customer feedback / research
NO DUPLICATES
Tasks Duplicate Class SourceInternal Source
Book your GP appointment online appointment
Find services / experts patients.co.uk
Let me book an appointment appointmentFind services / experts user goals doc
Make an appointment appointmentFind services / experts mayoclinic.com
Remind me when it's time for my appointment appointment Living With user goals doc
Request an appointment appointmentFind services / experts netwellness
In researching a condition / disease what 5 factors are most important to you?
Tasks Voting TrendsTasks
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%
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.
Questions and Answers1.What is swine flu?2.What is a pandemic?3.How is swine flu different from seasonal flu or bird flu?4.What can you do to protect yourself and others?5.What is the government doing to prepare?
Tasks Pie ChartCountry surveys / reviews / reports
Compare country statistical data
Statistics on one particular topic
Browse a publication
online for f…
611
49
Top 25%
26-50%
51-75%
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
International guidelines and standards (corporate 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%
Overall task performance – All tasks
Task 5 – Box 1.2 EmploymentWhat is the title of Box 1.2 on page 73 of OECD Employment Outlook 2009?
Median time on task (sec) =
215
Optimal time on task (sec) =
81
Task Performance
Subscribers and readers at subscribing institutionsGovernment officials with accounts Accredited journalistsNon-subscribers: browse online version for freeNon-subscribers: purchase a copy
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Web customer support best practice Monday, January 17, 2011 11:00 AM - 12:00 PM EST
https://www2.gotomeeting.com/register/484921715
Your customers' experiences with product support on your website are critical. They determine whether your customers become advocates or antagonists to your products and company. Their experiences directly impact sales. A good experience can lead to repeat sales, upgrades, and increased consumption.
Whether people are trying to download, install, configure, upgrade or troubleshoot, they all want to complete their tasks as quickly and easily as possible. Taking a top task management approach to design of the support section of your website optimizes the customer experience by making the most frequent and critical tasks immediately available, reducing clutter and distractions, and providing support for common sequences of support activities or workflows.
In this webinar we'll explore why many support websites simply add to the frustration people already have when accessing support and share with you some of the top task management strategy and techniques that make your support website not only more effective but an asset that can generate new revenue.
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Copyright © Gerry McGovern: www.gerrymcgovern.com 39
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