Focusing on top tasks
Evidence-based decision making at Cisco support
In many models of web management, every 2-3 years the site gets a redesign. This could be called the ‘lipstick on a pig’ approach to website management. The result is often that the site gets a nice new facelift but rarely that underlying problems are properly addressed…
The Top Tasks approach takes the focus away from projects and instead puts the focus on the customer’s ability to do the most important things they need to do. The team running the website are no longer measured based on the content, webpages or designs they produce but rather on whether they have made their customers’ lives easier.