Measuring Customer Effort with Top Tasks - Gerry McGovern at UX Brighton 2017

Books

• Top Tasks: A How-to Guide33:55

Papers and articles

• What Really Matters: Focusing on Top Tasks02:36
• Task Performance Indicator: A Management Metric for Customer Experience27:54
• How Many Participants for Quantitative Usability Studies?26:38
• Remote moderated usability testing29:04

Concepts

• Top Tasks identification00:34
• The Long Neck and tiny tasks03:18
• Usability effectiveness and efficiency23:19
• Task-based UX metrics28:10
• Outcome-based service performance33:14

Projects and resources

• European Union Top Tasks research06:00
• Norwegian Cancer Society website redesign09:13
• Passport service locations in Canada23:28