Keynote Presentation, GSA 2007 Government Web Managers Conference

How to Re-Orient Our Websites Around Users' Top Tasks and Get Top Management Support

People go to government websites to complete tasks -- whether they're completing a form, conducting a transaction, or simply looking for information. For example, they want to renew a driving license. They want to know if they're eligible to participate in a clinical trial. Or they're looking for the latest authoritative information about pandemic flu. We need to change our focus from seeing our websites as a collection of content and applications, to seeing them as a range of visitor tasks. To do this, we need to measure the success of our websites by measuring how easy and fast it is for visitors to complete their most important tasks.

This presentation addressed how to define the most critical tasks for users, how to use metrics to measure them, and how to re-orient our websites to focus what’s most critical, rather than highlight all the clutter. A key element of the presentation is a discussion of strategies for communicating these messages with top management in your organization.

View the presentation “Aligning Demand, Supply and Mission” GSA Webmanager keynote presentation.

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