Top task analysis Presenter: Rute Xu

Mentor:

1 Motivation

2

3 Procedure

4 Results

5 Limitations

6 Next steps

Agenda

Method

Motivation Method Procedure Results Limitations Next steps

Motivation

Work planning

Top tasks

Method • Users browse for tasks

o Identify top tasks

o Prioritize over tiny tasks

Number of pages

Page value Top tasks

Tiny tasks

Industry best practice

Motivation Method Procedure Results Limitations Next steps

Project timeline

Planned Task

Actual Task

Planned Milestone

Actual Milestone

Planned Summary Task

Actual Summary Task

Planning 2 weeks

Data analysis 5 weeks

Web analytics 4.5 weeks

User interview 2 weeks

User comments 3 weeks

Taks list 2 weeks

Ranking 3 weeks

Findings 2 weeks

Weeks

1 2 3 4 5 6 7 8 9 10 11 12 13

Motivation Method Procedure Results Limitations Next steps

Short task list

Long task list Top user tasks

Motivation Method Procedure Results Limitations Next steps

Raw data

Procedure

Data analysis

Motivation Method Procedure Results Limitations Next steps

Top downloads

Top viewed pages

Top search terms

User input Web analytics

Feedbacks

Interview

Questions

+

Example

Order a tax form tax form request

Top download links

Page summary

User tasks

Motivation Method Procedure Results Limitations Next steps

Example

Top search terms

Submit a travel claim

Motivation Method Procedure Results Limitations Next steps

Long list

Motivation Method Procedure Results Limitations Next steps

200+ tasks

Short list

Regroup

Randomize

Eliminate

Motivation Method Procedure Results Limitations Next steps

Update organizational chart Update personal learning history Claim transportation expense within city

Learn about Corporate acronyms Evaluate self-competencies against job requirements

Request access to software

Contact a financial institution/bank Create meeting agenda Take a competency test

Mail protected information Request BlackBerry services Request remote access to CRA network

Calculate meal, hotel, and transportation allowance on travel claim

Change font size in corporate systems

Get notification for letter of offer acceptance

Affirm the absence of conflict of interests

Encrypt emails Change office locations

Recover passwords Sign up for e-learning courses Request translation

Create or modify a letter of offer Make a presentation Set up/transfer hardware equipment

Scan a document Extend a temporary employee Request building service

Adjust work station Modify submitted travel expense claims

Apply for unpaid personal leave

Contact an employee/a program Submit confidential disclosure form

Complete performance appraisals

Request personal security clearance

Set up voice mail/ automatic email reply

Create a job position

Install a printer Write/ publish online content Calculate paid leave credits

Hire a student Change Outlook properties Request a stand-up work station

Activate/return building access/ID cards

Correct released time sheet Change default work schedule

Resolve conflict with colleagues Change jobs Forward tasks for an absent manager

Dispose assets Fil l in leave activity codes Write a job description

Answer taxpayer phone calls Switch between compressed and full-time schedules

Participate in a webinar session

Update taxpayer personal information

Request, return or transfer an acquisition card

Report a hazard or injury

Create a staffing plan Complete personal training and learning plan

Claim heath benefit packages

Claim professional membership expense

Run macros on accounts receivable inventory

Order office supplies

Calculate payable tax deduction Contact a vendor Print timesheet

Review employee system access Set up multimedia equipment for meeting

Collect tax from non-filers/bankrupts

Calculate pension/retirement benefits

Submit a travel expense claim Request delivery of taxpayer documents

Review bilingual capacity Advise on property lease policy Submit a travel request for self/others

Other (please indicate): Reconcile procurement expenses Order a tax form

Update organizational chart Hire contractors Audit tax accounts

80 tasks

Questionnaire

• Forced choice o Subconscious

only top 5 tasks

Motivation Method Procedure Results Limitations Next steps

• Limited choice o Must vs Nice haves

Task percentage

TINY

MEDIUM SMALL

TOP

Bottom 60%

Motivation Method Procedure Results Limitations Next steps

Top 7%

150 users voted

Task distribution

Motivation Method Procedure Results Limitations Next steps

Research

Opportunities

Methods

Results

Limitation

Next step

0%

5%

10%

15%

20%

25%

30%

35%

40%% Votes

% Total tasks

43%

12%

43%

37%

80%

30 top tasks

Motivation Method Procedure Results Limitations Next steps

Top tasks

Motivation Method Procedure Results Limitations Next steps

Survey participants

28%

22%

21%

10%

19%

ABSB

Compliance

Collection

IT

Others

CRA demographics

25%

24%

22%

9%

20%

ABSB

Compliance

Collection

IT

Others

Representative sample

Cross-segment comparison

Motivation Method Procedure Results Limitations Next steps

ABSB Collection Compliance ITB

Top 3 tasks

Challenges

Motivation Method Procedure Results Limitations Next steps

Limitation

Barrier to survey

Lack of collaboration

Technical constraints

Client advisory

Assessment

Future collaboration

Result sharing

Strategic Planning

Measure

Prioritize

Identify Portfolios

Next steps

Motivation Method Procedure Results Limitations Next steps

Continuous improvement

Measure improve Identify

• Success rate • Completion time

Motivation Method Procedure Results Limitations Next steps

Questions

Reference

McGovern, G. (2010). Stranger’s Long Neck.

McGovern, G. (2015). What Really Matters: Focusing on Top Tasks.

Motivation Method Procedure Results Limitations Next steps