In-Depth Customer Interviews: Task Analysis Exercise
In previous posts, I discussed a customer interview module for task analysis. It started with capturing the customer’s general list of activities associated with the task. After capturing a customer’s lists of activities related to the task, present to the customer a more comprehensive list of tasks that map to current or future features and content. Creating this list should be part of your preparation for the session, based on a cognitive walkthrough of site paths, and prioritized on the basis of business objectives. For example, one business objective at SeaSide Resorts Unlimited is that people will check the kiosk for local happenings before they stand in line at the concierge desk, because the kiosk has more exhaustive information that can be printed. So, in the task list that will be presented to users, the task of finding local happenings on the kiosk should be included.
Add any tasks that participants mentioned when listing activities that were not present in the task list. Then discuss each task individually, asking participants to list every step they are aware of taking when they complete that task, whether online or offline. Participants may not be willing to think at this detailed level without some prodding and probing. One thing that I’ve found that helps them engage at a more detailed level in the task analysis module is to draw out a process flow or map, and allowing the participant to view it, ponder it, and add extra details or move steps around. When you finish drawing the task flow, ask the participant to read through it one more time carefully to make any final corrections or additions.
The result of this exercise should be a comprehensive, prioritized set of task flows that can be used as an input to user experience design, and as an assessment tool to evaluate design.
Copyright 2009, Paul Bryan, Usography Corporation (http://www.usography.com)
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