1. Top tasks for the European Commission
July 11th, 2014

3. What we will cover
Internal poll: what Commission staff think the top tasks are
External poll: what the top tasks are
Detailed results
Key findings
Next steps

4. Internal poll: what do the staff think

5. Internal poll – facts & figures
From May 26, 2014 to June 12, 2014
Valid responses: 668
Question 1: Tasks
“Select the 5 reasons (from the list below) that YOU THINK are most important TO PEOPLE when engaging with the Commission (we are talking about people's overall interaction with the Commission, not just with one particular DG)”
Question 2: Satisfaction
“Participants in the external survey were asked to select 3 factors to describe THEIR EXPERIENCE with Commission websites. Which 3 from the list below do you think they chose?”
Gerry to ask: who took the poll?

6. Internal poll - what do the staff think?
5 Top Tasks according to staff
Funding, grants, subsidies
Working in an EU country (rights, permits, benefits)
Complaints to the European Commission
About the EU (role, structure, how it works, origin)
Tiny
Top
Small
Medium

7. Internal poll – stability of results

8. Bottom 20 tasks according to staff

9. Satisfaction – what do the staff think?
Out-of-date information Inaccurate information Incomplete information Full of jargon, corporate speak Hard to contact a person Hard to participate, give feedback Misleading, not transparent Has no ratings, reviews, recommendations Poor search results Confusing menus and links Cluttered layout Looks unattractive Slow to do things
Up-to-date information
Accurate information
Complete information
Plain language
Easy to contact a person
Easy to participate, give feedback
Gives me the facts / transparent
Has ratings, reviews, recommendations
Helpful search results
Clear menus and links
Simple layout / easy to read
Looks attractive / appealing
Fast to do things
Satisfaction index:
16%

10. External poll: what the top tasks are

11. External poll – facts & figures
From May 12, 2014 to June 02, 2014
Valid responses: 106,792
Volunteers for future testing: >40,000

12. 85% participants from EU28 – 211 countries
Italy 12% Germany 11% 9777 Spain 9% 8294 France 7% 6559 United Kingdom 7% 5928 Belgium 6% 5129 Netherlands 3% 3064 Portugal 3% 2731 Greece 3% 2437 Romania 2% 2066 Austria 2% 2040 Sweden 2% 1907 United States of America 2% 1792 Poland 2% 1763 Bulgaria 2% 1674 Finland 2% 1555 Ireland 2% 1399 Denmark 1% 1223 Croatia 1% 1212 Czech Republic 1% 1084 Switzerland 1% 1021 Hungary 1% 947 Slovenia 1% 895 Norway 1% 703 Turkey 1% 613 Slovakia 1% 604 Luxembourg 1% 510 Brazil 1% 496 Serbia 1% 489 Lithuania 1% 457 Mexico 1% 445 Australia 0% 403 Canada 0% 398 Latvia 0% 383 Cyprus 0% 355 India 0% 328 Colombia 0% 323 Estonia 0% 312 Ukraine 0% 306 Malta 0% 305 China 0% 298 Argentina 0% 284 Japan 0% 277 Russia 0% 196
75488 from EU28
French Southern Territories

13. User segmentation by: Employment
Employed
61%
Self-employed
13%
Student
12%
Unemployed 7%
Retired 3%
Other

14. User segmentation by: Workplace
National government
19%
Local, regional authority
10%
EU institutions 3%
Other international organisations (non-EU) 2%
Non-profit and NGO
11%
Private sector: start-up 4%
Private sector: small companies (<50 employees)
16%
Private sector: medium-sized companies (50-249) 7%
Private sector: large companies (>250 employees)
Other
13%

15. User segmentation by: Occupation
Journalist, media professional 3%
Lawyer, legal professional 8%
Policy maker 6%
Lobbyist, interest representative 4%
Teacher, professor, researcher (academia)
21%
Economist
Other (open question)
50%

16. User segmentation by: Age
< 18 1% 9%
23%
25%
24%
14%
65 + 4%

17. User segmentation by: Private/professional
Private individual
35%
Professional
65%

18. User segmentation by: Site visit frequency
Daily
11%
Weekly
27%
Monthly
21%
Infrequently
24%
First time
17%

19. The main task question
Select the 5 reasons that are MOST IMPORTANT to you when interacting with the European Commission

20. External poll - key results
6 Top Tasks
6. Environmental protection
Tiny
Top
Small
Medium

21. The Long Neck

22. External poll - stability of results

23. Another view - stability of results

24. External poll - top 20 tasks
106,792 participants cast 1,601,880 votes

25. External poll - bottom 20 tasks

26. Top tasks - assumptions versus facts

27. External poll - satisfaction
Select the 3 factors that BEST DESCRIBE YOUR EXPERIENCE when trying to complete tasks on a European Commission website.

28. Satisfaction – our audiences
Out-of-date information Inaccurate information Incomplete information Full of jargon, corporate speak Hard to contact a person Hard to participate, give feedback Misleading, not transparent Has no ratings, reviews, recommendations Poor search results Confusing menus and links Cluttered layout Looks unattractive Slow to do things
Up-to-date information
Accurate information
Complete information
Plain language
Easy to contact a person
Easy to participate, give feedback
Gives me the facts / transparent
Has ratings, reviews, recommendations
Helpful search results
Clear menus and links
Simple layout / easy to read
Looks attractive / appealing
Fast to do things

29. Satisfaction – our assumptions
Out-of-date information Inaccurate information Incomplete information Full of jargon, corporate speak Hard to contact a person Hard to participate, give feedback Misleading, not transparent Has no ratings, reviews, recommendations Poor search results Confusing menus and links Cluttered layout Looks unattractive Slow to do things
Up-to-date information
Accurate information
Complete information
Plain language
Easy to contact a person
Easy to participate, give feedback
Gives me the facts / transparent
Has ratings, reviews, recommendations
Helpful search results
Clear menus and links
Simple layout / easy to read
Looks attractive / appealing
Fast to do things

30. We are 89th out of 181 organisations
60%
Staff:
16%
180th out of 181
staff surveys

31. Satisfaction – Where are the pain points?

32. Detailed analysis by category/ demographic

33. Consistency across ‘employment status’

34. Consistency across ‘workplace’

35. Consistency across ‘private/professionals’

36. Detailed analysis: ‘private/professionals’
Commission websites are
mainly for professionals
Website visit frequency

37. Consistency across ‘occupation’ (excl. ‘other’ 50%)

38. Detailed analysis: “other” occupations
6 occupations address 50% of our audiences
Who are the other 50%?

39. The “other” occupations

40. Consistency across ‘age’

41. Consistency across ‘site visit frequency’

42. Consistency across ‘country of residence’

43. Consistency across ‘area of interest’

44. Key findings

45. Key findings
There ARE top tasks, and the data is incredibly solid
Commission websites are mainly for professionals
Customers are much more positive than staff
Remarkable consistency across all audience profiles, interest areas, countries
Well-rated content, some jargon, lots of confusing menus and links, poor search
Strong case for a common information architecture as the logical next step

47. Every single one is shared
Tasks by DG
77 tasks…
Every single one is shared
Average of 12 DGs per task
Alternative: ‘each task has mutliple owners’

48. We will build a common architecture for ALL 77 tasks.
We will focus first on what matters most to most people: the TOP tasks.

49. The future is collaborative!
All 77 tasks, starting with the TOP tasks, will be made more accessible.
The future is collaborative!

50. We build the common architecture TOGETHER, based on FACTS
We will collectively work on:
Test questions
Tester profiles
Test results
We will also hold new task identification workshops for top tasks
Invitations will follow in the next coming weeks

51. Thanks!