1. Partnering with Customer Carewords Evidence to continuously improve large, complex websites Gerry McGovern customercarewords.comJanuary 21 2015

2. 2 © Customer Carewords Ltd. customercarewords.com Services 1.Task Identification: Defensible evidence of the top and tiny tasks of customers 2.Customer Centric Index: Identifies the key issues that customers feel most need improving 3.Task Performance Indicator: Ongoing management metric that measures how well top tasks are performing and what needs to be done to improve their performance 4.Task-Based Classification Design: Method to design a rigorously tested classification / navigation

4. 4 © Customer Carewords Ltd. customercarewords.com NorwayHollandSweden Belgium Canada Germany

5. 5 © Customer Carewords Ltd. customercarewords.com 5 Task Identification

6. 6 © Customer Carewords Ltd. customercarewords.com Current website Customers Stakeholders Competitors, strategies and other documents Long listShort list Survey to uncover the customers’ top tasks New website Task Identification

7. 7 © Customer Carewords Ltd. customercarewords.com

8. 8 Task Identification

9. 9 © Customer Carewords Ltd. customercarewords.com Task Identification

10. Select the 5 reasons that are MOST IMPORTANT to you when interacting with the European Commission 1. EU law, rules, treaties, judgments 2. Research and innovation 3. Funding, grants, subsidies 4. Education and training in EU 5. EU strategy, political priorities 6. Environmental protection

11. Top 20 Tasks

12. Bottom 20 Tasks

13. 13 © Customer Carewords Ltd. customercarewords.com Tasks: more important to Team

14. 14 © Customer Carewords Ltd. customercarewords.com Region

15. 15 © Customer Carewords Ltd. customercarewords.com Region: Total

16. 16 © Customer Carewords Ltd. customercarewords.com 16 Task Performance Indicator

17. 17 © Customer Carewords Ltd. customercarewords.com November 2012 : Pretend you have forgotten the password for the Cisco account and take whatever actions are required to log in. Success/Failure RatesCompletion Time Password recovery =

18. 18 © Customer Carewords Ltd. customercarewords.com

19. 19 © Customer Carewords Ltd. customercarewords.com

20. 20 © Customer Carewords Ltd. customercarewords.com May 2013: Pretend you have forgotten the password for the Cisco account and take whatever actions are required to log in. Success/Failure RatesCompletion Time Password Recovery =

21. 21 © Customer Carewords Ltd. customercarewords.com

22. 22 © Customer Carewords Ltd. customercarewords.com

23. 23 © Customer Carewords Ltd. customercarewords.com July 2014 Overall Mar 2014 Overall

24. 24 © Customer Carewords Ltd. customercarewords.com How does it work for a partner 1.15% commission on the Customer Carewords related work on the project 2.Access to support, methodology, masterlists, templates, processing of results 3.Collaboration and knowledge sharing with other partners (including two day annual event)

25. 25 © Customer Carewords Ltd. customercarewords.com +353 87 238 6136 @gerrymcgovern gerry@customercarewords.com Thank you customercarewords.com WWW.