top tasks management · why top tasks? 1. too much stuff. too much confusion. too many competing...

Top Tasks Management

A management model for delivering an exceptional customer experience

Gerry McGovern

customercarewords.com

April 18, 2019

2www.customercarewords.com

Why Top Tasks?

1. Too much stuff. Too much confusion. Too many competing opinions. A loss of

focus on what really matters to customers, and too much focus on tiny tasks.

2. Better metrics needed for measuring the actual customer experience. Need to

more accurately measure customer outcomes (task completion, time-on-task).

3. Confusing menus and links. Customers find it hard to quickly and easily find

what they came for.


What is Top Tasks?

1. Task identification: Used almost 500 times by some of the worlds largest

organizations to identify what matters most (and what matters least) to

customers.

2. Task Performance Indicator: A repeatable, reliable metric that measures task

completion rate and time for customer top tasks.

3. Customer architecture: A method to take task identification results and turn

them into an intuitive classification and navigation.


Pricing and project length

Service Price Range Length

Task identification €10,000 - €40,000 10-12 weeks

Task Performance Indicator €15,000 - €27,000 6-8 weeks

Customer architecture €11,000 - €24,000 8-10 weeks

5customercarewords.com


Identify Top

Tasks

Measure Top

TasksImprove


6 Top Tasks IdentificationHow to identify the top and tiny tasks of customers

TASKS

FEELGROUP

8© Customer Carewords Ltd. customercarewords.com

Mental wellbeing (stress reduction, mindfulness, positive thinking)

• Most likely to be a top task for the 18-24 age bracket

• Related tasks: Harmful habit reduction, quitting (smoking, alcohol, drugs); Diet, food, nutrition (healthy eating, intolerances, weight)

• Plain language is more important than for any of the other 73 tasks

• Men are less likely to rank mental wellbeing as a top task

How to use health services (getting the care you need)

• Most important to those over 65

• Cluttered layout and hard to read are bigger issues than for any of the other 73 tasks

LEAGUEIT’S A


League Table of Health Tasks

Tasks Total Vote

% of Total

Vote 17634

Cumulative

Vote

Cumulative

Tasks Response1 Waiting times (hospitals, clinics, other health services) 871 4.9% 4.9% 1.4% 871

2 Mental wellbeing (stress reduction, mindfulness, positive thinking) 795 4.5% 9.4% 2.7% 795

3 Costs and fees (treatment, drugs, consultant visits, care) 707 4.0% 13.5% 4.1% 707

4 Screening (breastcheck, retinal, bowel, cervical) 641 3.6% 17.1% 5.4% 641

5 Diagnosis of condition / disease 515 2.9% 20.0% 6.8% 515

6 Check symptoms / signs 506 2.9% 22.9% 8.1% 506

7 Emergencies, what to do 495 2.8% 25.7% 9.5% 495

8 Health services near you 462 2.6% 28.3% 10.8% 462

9 Right place to go for help (GP, hospital, pharmacist) 447 2.5% 30.8% 12.2% 447

10

Entitlements, allowances (medical card, GP card, European

Health Insurance Card)439 2.5% 33.3% 13.5%

439

11 Diet, food, nutrition (healthy eating, intolerances, weight) 420 2.4% 35.7% 14.9% 420

12 How to use health services (getting the care you need) 420 2.4% 38.1% 16.2% 420

13 Access my medical / health records (test results, prescriptions) 419 2.4% 40.5% 17.6% 419

14 Living / coping with my condition / disease (support, counselling) 388 2.2% 42.7% 18.9% 388

15 Detailed information about condition / disease 367 2.1% 44.8% 20.3% 367

16 Drug effectiveness, side effects, interactions, dosage 318 1.8% 46.6% 21.6% 318

17

Self-management of a condition / disease (tools, self-monitoring,

medicines)318 1.8% 48.4% 23.0%

318

18 Appointments (book, reminders, cancel, reschedule) 305 1.7% 50.1% 24.3% 305

19 Vaccinations, immunisations 299 1.7% 51.8% 25.7% 299

20 Prognosis / likely course of condition / disease 296 1.7% 53.5% 27.0% 296


Full League Table of Tasks

Tasks Total Vote

% of Total

Vote 17634

Cumulative

Vote

Cumulative

Tasks Response21 Confidentiality, privacy, data protection 294 1.7% 55.1% 28.4% 294

22

Hospital, clinic, health centre opening times, contact details,

parking294 1.7% 56.8% 29.7%

294

23 Treatment outcome (immediate, long-term) 292 1.7% 58.5% 31.1% 292

24 Seriousness of condition / disease 285 1.6% 60.1% 32.4% 285

25 Exercise (benefits, type, fitness goals) 280 1.6% 61.7% 33.8% 280

26 Causes of condition / disease 271 1.5% 63.2% 35.1% 271

27 Risks of being in hospital (hygiene, infections, bugs) 268 1.5% 64.7% 36.5% 268

28 Find doctors / GPs 262 1.5% 66.2% 37.8% 262

29 Treating minor health problems myself 262 1.5% 67.7% 39.2% 262

30

Community-based support groups (parenting, carers, counselling,

social activities)247 1.4% 69.1% 40.5%

247

31 Patient rights 247 1.4% 70.5% 41.9% 247

32 Weight (managing, obesity, risk) 239 1.4% 71.8% 43.2% 239

33 Description of a treatment / procedure 227 1.3% 73.1% 44.6% 227

34 Risks / side effects associated with a treatment 219 1.2% 74.4% 45.9% 219

35 Health insurance (compare, choose, benefits) 211 1.2% 75.6% 47.3% 211

36 Public health alerts (emergencies, epidemics, food, drugs) 205 1.2% 76.7% 48.6% 205

37 Treatment success rates 205 1.2% 77.9% 50.0% 205

38 Post-treatment recovery, rehabilitation 204 1.2% 79.1% 51.4% 204

39 Effects of my condition / disease on my family 188 1.1% 80.1% 52.7% 188

40 Payment, refund of expenses 171 1.0% 81.1% 54.1% 171



Tasks Total Vote

% of Total

Vote 17634

Cumulative

Vote

Cumulative

Tasks Response41 Harmful habit reduction, quitting (smoking, alcohol, drugs) 170 1.0% 82.1% 55.4% 170

42 Check reliability, accuracy of health information 167 0.9% 83.0% 56.8% 167

43 Training, courses (antenatal classes, first aid, healthy eating) 161 0.9% 83.9% 58.1% 161

44 Compare hospitals, clinics (services, success rates, quality of care)151 0.9% 84.8% 59.5%

151

45 Compare treatment options 143 0.8% 85.6% 60.8% 143

46 Prescriptions ordering, reordering 139 0.8% 86.4% 62.2% 139

47 Compare private and public medical services 138 0.8% 87.1% 63.5% 138

48 Risks associated with a lifestyle / behaviour 136 0.8% 87.9% 64.9% 136

49 Get involved in improving health services 129 0.7% 88.7% 66.2% 129

50 Overview / summary of condition / disease 123 0.7% 89.4% 67.6% 123

51 Health news (research, expert articles, current topics) 121 0.7% 90.0% 68.9% 121

52 Accident prevention, safety 115 0.7% 90.7% 70.3% 115

53 Complications of condition / disease 112 0.6% 91.3% 71.6% 112

54 National support agencies, associations for a condition / disease 111 0.6% 92.0% 73.0% 111

55 Risk of a specific condition / disease 110 0.6% 92.6% 74.3% 110

56 Rate, review health services (hospital, GP, pharmacist) 104 0.6% 93.2% 75.7% 104

57 Medical equipment (devices, gadgets, aids) 103 0.6% 93.8% 77.0% 103

58 Environment's impact on health (water quality, radiation) 94 0.5% 94.3% 78.4% 94

59 Make a complaint 88 0.5% 94.8% 79.7% 88

60 Employer health obligations 85 0.5% 95.3% 81.1% 85



Tasks Total Vote

% of Total

Vote 17634

Cumulative

Vote

Cumulative

Tasks Response61 Other conditions / diseases linked to a condition / disease 84 0.5% 95.7% 82.4% 84

62 Preparing for an appointment (doctor, public health nurse) 83 0.5% 96.2% 83.8% 83

63 Preparing for hospital / treatment 77 0.4% 96.6% 85.1% 77

64 Treatment abroad 76 0.4% 97.1% 86.5% 76

65 Update personal details (address, phone number) 70 0.4% 97.5% 87.8% 70

66 News about the health service 68 0.4% 97.9% 89.2% 68

67 Sharing medical experiences, stories 66 0.4% 98.2% 90.5% 66

68 Medical terms glossary 53 0.3% 98.5% 91.9% 53

69 Registrations and certifications (birth, death, marriage) 51 0.3% 98.8% 93.2% 51

70 Travel health (precautions, vaccinations) 51 0.3% 99.1% 94.6% 51

71 Donate or volunteer 48 0.3% 99.4% 95.9% 48

72 About the health service (management, objectives, strategies) 47 0.3% 99.7% 97.3% 47

73 Track and share lifestyle changes 39 0.2% 99.9% 98.6% 39

74 Events, conferences 22 0.1% 100.0% 100.0% 22

75 Total 17634


Top Tasks Identification

Defining Scope

(1 Week)

Gathering Tasks

(2-3 Weeks)

Shortlisting (2-3 Weeks)

Survey Design

Voting (2-3 Weeks)

Analyzing & Presenting (2 Weeks)

Tasks Total Vote

% of Total

Vote 16320

Cumulative

Vote

Cumulative

Carewords1 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%


Gathering tasks – Gathering potential tasks

Customer, 80%

Organization, 20%

#1 Remove Pages from Site

Remove Conditional Formatting

“Remove conditional formatting”

“Format text”

Remove Conditional Formatting


Shortlisting – Not too high, not too low

• Too high:

• Facts and Figures

• Conditions

• Diseases

• Find services

• Frequently asked health questions

• Injury Prevention

• Medical conditions

• Mind, Body, & Spirit

• Too low:

• Emergency contraception

• Nonprofit Agencies

• Poems and stories about aging

• Cancer

• Diabetes

• Walk-in centers

• Animal companions

• Dealing with stress


Shortlisting – Not too high, not too low

• Just right:

• Basic facts about condition / disease

• Causes of condition / disease

• Check reliability of health information

• Complications of a condition / disease

• Coping with a condition / disease

• Myths about condition / disease

• Other conditions / diseases linked to a condition /

disease

Shortlisting – Ego tasks

5% for ego tasks:

• Senior management

speeches

• Annual report

• Follow us on Twitter

• Videos (because everyone is

so excited that you’re now

doing videos)

Please look at the following list and choose up to 5 of the top reasons you come to the OECD.

Please trust your first instincts and spend no more than 5 minutes on this exercise.


Please look at the following list and choose the top 5 reasons you come to the OECD.

1

2

3

4

6

11

49 1. Country surveys /

reviews / reports

2. Compare country

statistical data

3. Statistics on one

particular topic

4. Browse a publication

online for free

TOP

MEDIUMSMALL

TINY

The Top task has as many votes as the bottom 28 tasks


Which of the following best describes you?

Percent Votes

Self employed / Business owner 55% 648

Employed 21% 245

Starting a business 18% 216

Other* 6% 73

Total 1182


Total

Tasks

Self

employed /

Business

owner Employed

Starting a

business Total

1 Cashflow, invoicing, payment management 7.3% 6.0% 4.4% 6.3%

2 Marketing 6.2% 3.8% 6.0% 5.6%

3 Productivity / profitability 5.6% 5.9% 3.2% 5.0%

4 Funding / finance sources 3.2% 3.7% 4.4% 3.6%

5 Managing people 3.6% 5.9% 0.9% 3.4%

6 Accounting, financial management 3.4% 3.9% 2.3% 3.3%

7 Grants, benefits, entitlements from government 2.8% 2.4% 5.5% 3.2%

8 Selling (legal, e-commerce, pricing) 3.7% 2.6% 3.1% 3.1%

9 Create business plan, budget 1.9% 2.4% 4.8% 2.7%

10 Website design, management, optimisation 3.1% 1.3% 3.6% 2.7%

11 Health and safety at work 2.5% 4.0% 1.5% 2.5%

12 New ideas (products, services, green) 3.0% 2.2% 0.9% 2.3%

13 Public sector contracts, tenders 2.5% 2.6% 1.1% 2.2%

14 Training and development 2.4% 2.1% 1.6% 2.2%

15 Tax returns (complete, amend) 2.3% 1.2% 1.8% 2.1%

16 Suppliers, outsourcing, partnering 1.6% 1.6% 1.7% 1.6%

17 Debt recovery, late payments 2.2% 1.4% 0.3% 1.6%

18 Standards (quality, safety, environment) 1.6% 1.9% 1.3% 1.6%

19 Paying, payroll, taxing staff 1.1% 2.6% 1.2% 1.6%

20 Form a company, business 0.4% 0.7% 5.2% 1.4%

Consistency across ‘country of residence’


Tasks

% Customer

Vote (2381)

% Team Vote

(223) 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%

International guidelines and standards (corporate 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%

• OECD team and Customer are pretty well aligned, with one exception

• Team think “Overview of what the OECD does” is 4-times more important

(407%) than the Customer does


12

3

4

56

1219

40

6 Top Tasks

1. EU law, rules, treaties, judgments

2. Research and innovation

3. Funding, grants, subsidies

4. Education and training in EU

5. EU strategy, political priorities

6. Environmental protection

MediumSmall

Tiny Top

European Commission: 77 tasks – 107,000 voters


-1%

1%

3%

5%

7%

9%

11%

1 3 5 7 9

11

13

15

17

19

21

23

25

27

29

31

33

35

37

39

41

43

45

47

49

51

53

55

57

59

61

63

65

67

69

71

73

75

77

79

81

83

85

87

89

91

93

95

97

99

First 100 respondents

Research and innovation 7412028585

Funding, grants, subsidies 7412028561

EU law, rules, treaties, judgments 7412028551

EU strategy, political priorities 7412028553

Education and training in EU 7412028543

EU news, announcements, press releases 7412028552

Environmental protection 7412028548

Doing business with the European Commission (calls for tenders, bids) 7412028540

Statistics and forecasts 7412028588

Jobs, traineeships at the European Commission 7412028569

Conferences, summits, meetings, events 7412028531

Order, download an EU publication 7412028575

Track policy and law making process, updates 7412028590

Climate change, global warming 7412028528

Contact European Commission, European Union 7412028533

Product safety, conformity, certification 7412028579

National implementation of EU law, infringements 7412028574

About the European Union (role, structure, how it works, origin) 7412028524

First 100 responses to European

Commission poll (Total: 107,000)


Please look at the following list and choose the top 5 reasons you come to the OECD.

0.0%

1.0%

2.0%

3.0%

4.0%

5.0%

6.0%

7.0%

8.0%

9.0%

1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41 43 45 47 49 51 53 55 57 59 61 63 65 67 69

Pe

rce

nt

of

vote

Tasks

% Vote

Average


Very long neck or “Super Task”

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41 43 45 47 49 51 53 55 57 59 61 63 65

Pe

rce

nt

of

vote

Tasks

% Vote

Average

Super Task


0.0%

2.0%

4.0%

6.0%

8.0%

10.0%

12.0%

14.0%

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39

Pe

rce

nt

of

vote

Tasks

% Vote

Average

Short neck

Short neck


46 Task Performance IndicatorHow to improve the performance of top tasks


Task Performance Indicator

Success & Time

Choosing Tasks (1 Day)

Choosing Customers (2-4 Days)

Task Instructions (2-4 Days)

Customer Journeys (1-2 Days)

Measurement Setup (1 Day)

Skills Required

Measurement Sessions

(4 – 6 Days)

Analyzing & Presenting (10 Days)

Continuous Improvement


Overall results: Success, Failure, Time


Success rate league table for Task Performance Indicator

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41 43 45 47 49 51 53 55 57 59 61 63 65 67 69 71 73 75 77 79 81 83 85

Chart Title

-35

-25

-15

-5

5

15

25

35

4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22

TPI C

han

ge a

s n

ext

par

tici

pan

t ad

ded

Participant count

TPI score estimate changes as participants are addedIndividual tasks and Total TPI (real data)

After 15 participants, Individual TPSs do

Range = 10 points TPI at N=15

Same data as previous slide, “normalized”

Total TPI


63%

77%

88%

100%

59%

100%

0%

20%

40%

60%

80%

100%

120%

Nov 2012 May 2013 Aug 2013 Dec 2013 Mar 2014 Aug 2014

Task instruction: Pretend you have forgotten the password for the Cisco account and take whatever actions are required to log in.


Customer journeys for task instructions

Top Task 3 for NetApp: Data protection

Task Instruction: Find a document that gives you the ten key benefits of NetApp SnapVault.

Expected Customer Journey:

1. NetApp.com homepage

2. Click on ‘Products’ in the Products Mega Menu

3. Click on ‘Data Protection Software’

4. On the ‘NetApp Data Protection Software’ page, click on ‘SnapVault’

5. On the ‘SnapVault’ product page, go to ‘More info’ on the right-hand side, then click on ‘SnapVault Top Reasons PDF’

6. Landing page: http://www.netapp.com/us/system/pdf-reader.aspx?cc=us&m=ds-5944.pdf&pdfUri=tcm:10-120975

7. Answer: ‘Top Reasons – Why Use NetApp Snap Vault Replication-Based Disk-to-Disk Backup’ PDF


Measurement setup – Input tool


Top Task 3: Initial price You want to pay £300 per month over 24 months for a Yaris Excel 1. 5, hatchback, 5 doors, hybrid. Expected Annual Mileage: 10,000. How much deposit is required?

60%

40%

0% 0%

20%

40%

0% 0%

40%

Average success time 2:21 (#2 of 3)

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

0-30 secs 30-60 secs 1-2 mins 2-3 mins 3-4 mins 4-5 mins FailureP

erc

en

tag

e o

f p

art

icip

an

ts

Task completion time

One’s random

Two’s interesting

Three’s a pattern


56 Customer architectureDesigning an intuitive navigation


Customer architecture

6. 80-90% success

5. Three rounds of

testing

4. Task instructions

3. Classes2. Sort1. Top Tasks

results

How people sort

62

TT No. Tasks name % Class1 Waiting times (hospitals, clinics, other health services) 4.9% Find services2 Mental wellbeing (stress reduction, mindfulness, positive thinking) 4.5% Mental and physical wellbeing3 Costs and fees (treatment, drugs, consultant visits, care) 4.0% Costs and entitlements4 Screening (breastcheck, retinal, bowel, cervical) 3.6% Screening and vaccinations5 Diagnosis of condition / disease 2.9% Conditions and diseases6 Check symptoms / signs 2.9% Check symptoms7 Emergencies, what to do 2.8% Emergencies8 Health services near you 2.6% Find services9 Right place to go for help (GP, hospital, pharmacist) 2.5% Find services

10 Entitlements, allowances (medical card, GP card, European Health

Insurance Card)2.5%

Costs and entitlements

12 Diet, food, nutrition (healthy eating, intolerances, weight) 2.4% Mental and physical wellbeing11 How to use health services (getting the care you need) 2.4% Find services13 Access my medical / health records (test results, prescriptions) 2.4% Find services14 Living / coping with my condition / disease (support, counselling) 2.2% Conditions and diseases15 Detailed information about condition / disease 2.1% Conditions and diseases17 Drug effectiveness, side effects, interactions, dosage 1.8% Conditions and diseases16 Self-management of a condition / disease (tools, self-monitoring,

medicines)1.8%

Conditions and diseases

18 Appointments (book, reminders, cancel, reschedule) 1.7% Find services19 Vaccinations, immunisations 1.7% Screening and vaccinations20 Prognosis / likely course of condition / disease 1.7% Conditions and diseases22 Confidentiality, privacy, data protection 1.7% Costs and entitlements21 Hospital, clinic, health centre opening times, contact details, parking 1.7% Find services23 Treatment outcome (immediate, long-term) 1.7% Conditions and diseases24 Seriousness of condition / disease 1.6% Conditions and diseases25 Exercise (benefits, type, fitness goals) 1.6% Mental and physical wellbeing

63

54 National support agencies, associations for a condition / disease 0.6% Find services55 Risk of a specific condition / disease 0.6% Conditions and diseases56 Rate, review health services (hospital, GP, pharmacist) 0.6% Find services57 Medical equipment (devices, gadgets, aids) 0.6% Costs and entitlements58 Environment's impact on health (water quality, radiation) 0.5% Find services59 Make a complaint 0.5% Costs and entitlements60 Employer health obligations 0.5% Costs and entitlements61 Other conditions / diseases linked to a condition / disease 0.5% Conditions and diseases62 Preparing for an appointment (doctor, public health nurse) 0.5% Find services63 Preparing for hospital / treatment 0.4% Conditions and diseases64 Treatment abroad 0.4% Conditions and diseases65 Update personal details (address, phone number) 0.4% Find services66 News about the health service 0.4%

67 Sharing medical experiences, stories 0.4% Conditions and diseases68 Medical terms glossary 0.3% Check symptoms70 Registrations and certifications (birth, death, marriage) 0.3% Find services69 Travel health (precautions, vaccinations) 0.3% Screening and vaccinations71 Donate or volunteer 0.3%

72 About the health service (management, objectives, strategies) 0.3%

73 Track and share lifestyle changes 0.2% Mental and physical wellbeing74 Events, conferences 0.1%

Class %Business 15%

Work, Live, Travel in EU 13%

Law 13%

About the EU 12%

Strategy 7%

Funding 6%

News, Publications, Events 6%

Environment 6%

Research & Innovation 5%

Education 5%

Food, Farming, Regional development 3%

Human Rights, Aid 3%

Jobs 3%

Statistics 2%

Grand Total 100%

Initial hypothesis

The same

patterns

emerged in

the UK and

Norway


Top Task 8: Boot space

8: What are the boot dimensions for a Yaris?

Success95%

Failure5% Class Percentage

Dashbord 0%

Motor 0%

Drivstofforbruk 0%

Sikkerhet 0%

Plass og kupè 95%

Tilbehør 0%

Stil og design 5%


Top Task 8: Boot space

8: What are the boot dimensions for a Yaris?

Success94%

Failure6% Class Percentage

Dashboard 0%

Engine 0%

Fuel Economy 0%

Safety 0%

Space & Room 94%

Accessories 0%

Style & Design 6%

Top Task 3: Air conditioning

3: Does air conditioning normally come with a Prius?

16%

90%80%

PreviousRound

Current Round

Dashbord 30% +14

Motor

Drivstofforbruk

Sikkerhet 10% +10

Plass -53

Tilbehør 60% +34

Stil og design -5

Dashbord 16%

Motor

Drivstofforbruk

Sikkerhet

Plass og kupè 53%

Tilbehør 26%

Stil og design 5%

Round 1 Round 2

Typically, it takes three rounds of testing to get to an 80% - 90%overall success rate

1st test round 2nd test round 3rd test round



Identify Top

Tasks

Measure Top

TasksImprove

https://tinyurl.com/y95z544e

@gerrymcgovern


+353 87 238 6136

@gerrymcgovern

[email protected]

Thank youcustomercarewords.comWWW.

top tasks management · why top tasks? 1. too much stuff. too much confusion. too many competing...

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