Top Tasks: Making it Easier to Prioritize - Gerry McGovern

Top Tasks Finding out what your customers really want

December 15, 2014

Gerry McGoverngerry@customercarewords.comwww.customercarewords.com@gerrymcgovern

2© Customer Carewords Ltd. customercarewords.com

5 million visits

NO TIME TO

UPDATE

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

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%

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%

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%

Norwegian Labour and Welfare Administration and

hospitals 416 1.8% 52.0% 24.1%

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

Tasks60 Volunteer 99 0.4% 96.7% 75.9%

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

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%

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%

DELL POWEREDGE SERVERS ARE

‘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

The World’s Very First Website (1992)

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

MediumSmall

Tiny Top

77 tasks – 107,000 voters

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

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%

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%

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

ucture

About th

e Euro

ure, h

origin

Access

countri

es to th

e EU, e

Banking an

d finan

cial m

, regu

Chemic

Climate

Compet

ition (s

, cart

ers, a

nti-tr

Compla

ropean

Confere

, meet

Consum

nd pass

Contact

pean C

n, Euro

pean U

Corpora

cial r

esponsib

usines

Crime, f

raud, c

orrupt

ion, h

traffi

Culture

(herit

age, a

s, Capi

of Cultu

Custom

, quota

s, dut

Develo

t and h

itaria

Doing b

usines

s in th

Doing b

usines

s with

tenders

Drivin

g licenc

e valid

ity in

untries

Econom

bility

U (cris

tion an

d train

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

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

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

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

ucture

About th

e Euro

ure, h

origin

Access

countri

es to th

e EU, e

Banking an

d finan

cial m

, regu

Chemic

Climate

Compet

ition (s

, cart

ers, a

nti-tr

Compla

ropean

Confere

, meet

Consum

nd pass

Contact

pean C

n, Euro

pean U

Corpora

cial r

esponsib

usines

Crime, f

raud, c

orrupt

ion, h

traffi

Culture

(herit

age, a

s, Capi

of Cultu

Custom

, quota

s, dut

Develo

t and h

itaria

Doing b

usines

s in th

Doing b

usines

s with

tenders

Drivin

g licenc

e valid

ity in

untries

Econom

bility

U (cris

tion an

d train

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

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

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

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

ucture

About th

e Euro

ure, h

origin

Access

countri

es to th

e EU, e

Banking an

d finan

cial m

, regu

Chemic

Climate

Compet

ition (s

, cart

ers, a

nti-tr

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

DIGIT 1

EASME 1 1

ECFIN 1 1 1 1

ECHO 1 1

ELARG 1

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

ucture

About th

e Euro

ure, h

origin

Access

countri

es to th

e EU, e

Banking an

d finan

cial m

, regu

Chemic

Climate

Compet

ition (s

, cart

ers, a

nti-tr

Compla

ropean

Confere

, meet

Consum

nd pass

Contact

pean C

n, Euro

pean U

Corpora

cial r

esponsib

usines

Crime, f

raud, c

orrupt

ion, h

traffi

Culture

(herit

age, a

s, Capi

of Cultu

Custom

, quota

s, dut

Develo

t and h

itaria

Doing b

usines

s in th

Doing b

usines

s with

tenders

Drivin

g licenc

e valid

ity in

untries

Econom

bility

U (cris

tion an

d train

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

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

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

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

ucture

About th

e Euro

ure, h

origin

Access

countri

es to th

e EU, e

Banking an

d finan

cial m

, regu

Chemic

Climate

Compet

ition (s

, cart

ers, a

nti-tr

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

DIGIT 1

EASME 1 1

ECFIN 1 1 1 1

ECHO 1 1

ELARG 1

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

@gerrymcgovern

+353 87 238 6136

@gerrymcgovern

gerry@customercarewords.com

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