1. Value-Driven Intranets Techniques for delivering a task-based intranet Netherlands, March 16, 2010 Gerry McGovern gerry@customercarewords.com www.customercarewords.com

2. 2

3. 3 Tasks Voting Trends 3

4. 4 Unpaid leave Task 5You’d like to take six months off work to travel the world (without resigning). You've worked with HSBC for four years. Do you qualify? Completion rate 56% Disaster rate 17% Completion time 81 seconds

5. 5

6. 6

7. 7

8. 8

9. 9

10. An Intranet Story… Customer: Defra (Department for Environment, Food and Rural Affairs) a UK Government Department.

13. Bottom 20 chart 13

17. Task Measurement... Because You Can’t Manage What You Can’t Measure Manage tasks: Not content Not technology

19. 19 Step 1: Determine Tasks Determine 6- 12 frequently used tasks.

20. 20 Task Question Checklist 1. One unique answer 2. Does not contain hidden clues 3. Emotionally neutral 4. Not confidential

21. 21 Task Question Checklist 5. Clearly different from other tasks 6. Independent from other tasks 7. Immediately doable on the website

22. 22 You’d like to take six months off work to travel the world (without resigning). You've worked with HSBC for four years. Do you qualify? How many packages per hour can the TBA19 filling machine produce?

23. 23 Step 2: Recruit Participants Recruit 15-18 representative people

24. 24 Remote Measurement Sessions 1.Record session 2.“We are not measuring you” 3.Measure time for each task. 4.Observe problems and successes. 5.No “think aloud”, no discussions

25. 25