Superannuation public domain -
Top Tasks Study
Role
Senior UX Researcher,
Usability Testing Specialist, and
Content Strategist
Overview
Scope�Improve the IA and navigation structure of the company’s public domain so customers can better find information and accomplish goals.���Problem�Navigation and content strategy misalignment challenges. Target audience clarity. �
Goal�Create a baseline study to evaluate and assess the current navigation structure. Identify core failure points through a series of IA Tree Testing pathways. Conduct a Top Tasks Analysis study, identifying which resources matter most to customers.
Example of work during the Top Tasks Analysis
Methods used to solve
Examples of Tree Test Pie Charts
Example of IA Tree Test with relatively good performance.
Task: About Us/Contact Details
Example of IA Tree Test with very poor performance.
Task: Take Super to New Employer
Example of Tree Test Details
Example of Tree Test Details
Actionable Insights Example: Findable
Findability
Creating and/or offering multiple efficient ways for users to reach desired content.��Users need to not be overloaded with extraneous information to the task (marketing and feature-driven content).
Situation
Top level navigation links to separate websites. This not problematic in itself for the user-based labels (personal, adviser, employer), however, if users navigate to ‘About Us’ from the Personal site, they cannot easily navigate back. “Learning" that they need to click on the Personal mega-menu is required.
Opportunity
Provide Clear indicators of which portal user is in, which impacts the navigation menu offerings.
Actionable Insights Example: Comprehension & Clarity
Understanding
Match between system and the real world. Making information appear in a natural and logical order.
The system should speak the users’ language; words, phrases, and concepts familiar to them.
Resilience: for the IA to shape and adapt itself to specific users and their needs.
Situation
Content guidelines; product offerings need to match the user’s language and reading level. Eliminate jargon, helping users better understand offerings.
Opportunity
Re-establish simplicity in labelling and language, applying comprehension across site.
Design, test & implement more effective and supportive contextual help options on a site-wide scale.
Actionable Insights Example: Learnable
Learnability
Consistency and standards: users should not have to wonder whether different words, situations, or actions mean the same thing.
Situation
The site does not offer the most efficient interactions to support task completion, therefore the learning process of the user suffers. For example, the site lacks contextual feedback, pull-down menus, error amendment suggestions, auto-fill capabilities, all of which help and support users to learn the system.
�
Opportunity
Clarity and growth; navigation links should inform the user of what it is and what it is not. Name menus and tasks based on what the user ought to expect to find.
Top Tasks results
Top Tasks deliverables
Final results
Overall Results
The first 25%: these are the most important, top tasks.
25%-50%: these are also top taks. Basically the first 50% of the vote are the top tasks.
50-75% - These are less important tasks
75-100%: These are the true tiny tasks
How the results generally look when there are 100 tasks in the final list*: �
The Tiny Tasks are not necessarily unimportant but the Top Tasks are of higher priority to business development regarding the user experience. Tiny Tasks usually involve information that the organisation wants to tell customers (press releases, profiles of senior management, advertising and branding campaigns). This is what is destroying value in so many digital environments: too much focus on Tiny Tasks rather than on the Top Tasks. This bloats websites and apps, clutters the navigation, clogs the search - making the top tasks harder to find and difficult to use.