A Deep Dive Into Top Tasks with Gerry McGovern

Top Tasks is about simplifying things for customers (the public and businesses); making it easier for them to do the things they need to do with government. It’s about prioritizing and continuously improving what is truly important.

This one-hour talk will help you deliver what your customers want and defend your decisions based on clear evidence, by learning about the two core elements of Top Tasks:

• Top Tasks Identification
• Task Performance Indicator

In an age of ‘mobile-friendly,’ it has never been more important to streamline and simplify. More than anything, mobile demands simplicity and speed, and the essence of the Top Tasks approach is to make it easier and faster for people to do the things they need to do with government. The Top Tasks approach has been adopted by the Canadian and UK governments, and the European Union.

Top Tasks Identification

Top Tasks Identification helps you clearly identify the top tasks of your customers AND the tiny tasks. It is about developing clear evidence based on data about what is important—and what is not important—to your customers. It’s about prioritization and true focus on customer experience.

Task Performance Indicator

The Task Performance Indicator helps you measure the performance of the top tasks of your customers. The Task Performance Indicator is driven by two key metrics:

• Success rate: How many customers are actually able to complete top tasks?
• Time-on-task: How long does it take customers to complete top tasks on your website or app?

About Gerry McGovern

Gerry McGovern

Gerry has published six books about the need for customer-centricity in the online world. His latest book, Transform, explains why digital transformation is far more about culture change than technology change. Gerry has spoken and consulted on digital customer experience in 35 countries. Over the years, he has worked extensively with the US government (EPA, State Department, HSS, HUD, etc.). He has also worked for the Irish, UK, Dutch, Norwegian and Canadian governments, and the European Union. The Irish Times described Gerry as one of five visionaries who have had a major impact on the development of the Web. Reach him on Twitter via @gerrymcgovern.