top tasks: making it easier to prioritize - gerry mcgovern
DESCRIPTION
In an age of increasing complexity, prioritizing will be a key skill. It’s easy to add a feature or content, much harder to take away, or to never add at all. How do you identify what your customers really care about, and then be able to defend your decisions to your team and to management?TRANSCRIPT
Top Tasks Finding out what your customers really want
December 15, 2014
Gerry [email protected]@gerrymcgovern
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5 million visits
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5 million visits
NO TIME TO
UPDATE
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Top Task: Check Symptoms
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Top Task: Check Symptoms
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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.
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“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
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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%
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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%
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DELL POWEREDGE SERVERS ARE
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DELL POWEREDGE SERVERS ARE
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‘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
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2013 Best Design of the Year
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2013 Best Design of the Year
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We focus on user needs.
RELENTLESSLY
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Content Publishing activity
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TOP TASKSContent Publishing activity
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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- 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
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- 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
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
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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
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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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@gerrymcgovern
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+353 87 238 6136
@gerrymcgovern
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