Appendix 1: How to Write Good Task Examples

Don't forget to read the class notes and accompanying papers on Task-Centered System Design. 

Good task examples:

• Says what the user wants to do but does not say how the user would do it
  • You are not to make any assumptions about the system interface
  • We will eventually use this to compare different interface design alternatives in a fair way
• Are very specific
  • Says exactly what the user wants to do
  • We will eventually use this to specify the actual information the user would want to input to a system, and what information they will want out of it
• Describes a complete job
  • Should list all aspects of the task, from beginning to end
  • This forces designer to consider how interface features will work together
  • We will eventually use this to contrast how information input and output is carried through the dialog, i.e.,:
    • Where does information come from?
    • Where does it go?
    • What has to happen next?
• Says who the users are
  • Use actual people
  • The tasks reflects real interests of real users
  • The success of a design is strongly influenced by what users know and their real work context; we will eventually use this information to see if people realistically have the desire, knowledge and/or capabilities to accomplish their task with the system.

Example task description for a clerk in a video store, including discussion. The eventual system will assist the clerks to perform their tasks.

George Marley, a regular video store customer, approaches Mary who is an experienced full-time clerk with a great deal of experience using different electronic point-of-sale systems.  George asks Mary if they have "A Christmas Carol" on video. She asks if he means "An American Christmas Carol" starring Henry Winkler, and he say yes. She then directs him to the shelf where the video is expected to be. George retrieves the video card and brings it to the front desk. Mary asks for George's membership card, but George has forgotten it. Mary then looks up his membership number. Mary checks out the video, but reminds George that he has not yet returned the DVD, "Mortal Kombat: Annihilation", which is now a day late. George says that he will bring it in later today, and leaves with the video.

Discussion. This task contains many typical clerical activities, which deals with vague or somewhat incorrect requests about video titles, the location of the video in the store, forgotten membership cards, the video checkout activity, as well as reminders to customers about late videos. Most these tasks are frequently done, and are quite important.

Mary Farness, an experienced full-time clerk at the video store with a great deal of experience using different electronic point-of-sale systems, opens the store in the morning. She begins the day by checking in all the videos returned in the night video slot, which typically number anywhere between zero to several hundred videos. She pauses her task whenever customers ask for her services. She usually checks in ten videos, and then re-shelves them before going onto the next ten.

Discussion. In this case, the "user" is a full time staff member who is the one who normally checks in most of the videos. We expect her to be a typical example of an experienced clerk who will know the process well and will become well practiced at using the target system. The task is routine and frequently done.

Fred Fraser, is a newly hired part time clerk who works the telephone, comes in for an hour every third evening. His job is to search the rental records to find customers who are at least one day late on their video returns. For example, he phones Nelson Jacob, who is two days late. Bob answers, and Fred identifies himself, tells him that he still has the video "American Pie" out, and reminds him to return it. Bob says he will bring it back in an hour or so, and Fred crosses his name off the list. He then phones Valentia Anastatia, and says (more or less) the same thing. However, Valentia says that she has already returned the video the day before. Fred puts her on hold, runs to check the shelf and finds the video there. He apologizes and hangs up. He then phones Fey-Hung Wong, but there is no answer. He makes a note that he should try this person again later. He continues in this manner. When he has finished the list, he starts again on those who have not answered.

Discussion. This task identifies a specific activity that is less frequently done but still quite important. It also indicates that a non-regular staff member may be doing this task.