Knowledge sharing for digital decision makers
Conference, 3-5 May 2011

Mike Atyeo

Co-founder and President, Neo Insight

Biography

Mike Atyeo

Mike Atyeo is co-founder and President of Neo Insight.

For Neo Insight, he has led dozens of user-centred research and design projects with government, industry, education and non-profit clients in Canada and the U.S., addressing a diverse range of websites, intranets, databases and applications. Clients he has worked with at Neo Insight and with the Customer Carewords partnership include many Canadian Federal Government departments, Microsoft, Avaya, Intuit and Corel.

Mike’s ultimate goal for all his projects is to go beyond improving the Customer Experience: to assist in the transfer of knowledge and the transformation of organizations to become more user- and usage-centred, improving the quality of the online services they provide.

He previously worked on Retail and Financial systems with NCR and Nixdorf Computing, and led Human Factors research and design teams for British Telecom in the U.K. and Nortel Networks in Canada.

Mike has an Honours degree in Psychology, and a Masters in Computer Science.

Neo Insight

a Customer Experience consultancy based in Ottawa, Canada

Tutorial

Hands-On Task Management: From Interaction Design to Web Strategy

Tutorial Day, Tuesday May 3rd, 9.00 am - 12.00 am

Traditional website management focuses on managing the technology and/or the content. This approach fails because it manages and measures the wrong things.

If you manage purely from a technology point of view, then the technology itself becomes the focus. Task Management is a new approach, about managing your website based on customers’ top tasks. Task Management is based on the idea that your customers come to your website to complete top tasks as quickly and simply as possible. It measures success by how quickly your customers can complete these tasks.

In this tutorial you will experience a hands-on approach to managing customers’ tasks, from the details of content and interaction design, to a practical management strategy based on continuous improvement of top task performance. In this tutorial, you will be expected to contribute through discussion, exercises, and even some hands-on task observation.

This tutorial is for you if you are fed up with hearing that a new technology is about to solve all your web management problems; if you believe passionately that websites (including intranets) can deliver excellent customer service; and if you would like to learn new techniques to help focus and deliver your vision. For managers, designers and developers, this tutorial will provide you with a handful of practical tools that you can apply immediately to identify priorities, assign resources, set targets, measure progress, get buy-in and create a program of continuous improvement for your website and your customers' task performance.

Presentation

First Things First: Fix the Tasks!

Track: Online strategy
Conference Day #1, Wednesday May 4th, 10.15 am - 11.00 am

In the rush to implement platforms, Content Management Systems, Social media, Video, Facebook pages, Blogs, Twitter, and the-latest-and-greatest technical whiz-bang, many organizations have lost sight of fundamental business goals such as increasing revenue from potential customers, reducing costs, and increasing efficiency of staff. Or, for government, helping make the economy more efficient, innovative and competitive. Or, for universities, attracting better students and faculty, making them more successful, delivering world-class research and attracting more funding.

As a result, design, implementation and support teams are overwhelmed with competing demands and turf-wars from different parts of the organization. Their resources are spread too thinly, and business strategy is lost in the noise. Most organizations do not really know how well their website is performing, or how effective their staff are on the intranet.

Typically, the wrong things are being measured – the productivity of the content creators and programmers, rather than the productivity of the customers or staff using the web.

In this presentation, Mike will outline typical failures of our organizational strategies, and show how we need to fix the basics of task performance, to provide a solid foundation for delivering an excellent Customer Experience, reliably and consistently.

J. Boye 11 Philadelphia conference news: Focus on top tasks for better online strategies