McGovern's practical guide to identifying, prioritising and continuously measuring customers' top tasks. An explanation of the voting method and the Cisco finding that a few tasks attract most demand. The full method for measuring task success against a target completion time. Modern statistical guidance that adds context to the talk's small-sample quantitative claim. Practical guidance for the remote, screen-shared observation method recommended in the talk. A survey method for identifying high-demand top tasks and low-demand tiny tasks.
People
Gerry McGovern
Methods
SurveysStructured questionnaires at scale to gather attitudes, satisfaction and self-reported behaviour. Useful for breadth and tracking when combined with behavioural research.
Usability TestingUsability testing reveals where people struggle while attempting realistic tasks with a prototype or service. In a moderated session, a researcher observes the participant and may ask them to explain their thinking. Use it to investigate confusing language, layouts or interactions and identify improvements. Agree research questions, recruit likely users and prepare believable tasks that do not reveal the solution. Explain that the service is being tested, then mostly watch and listen rather than guiding participants. Record observations and follow up on unclear behaviour. Plan accessible sessions, including participants’ own assistive technology when appropriate.