The document discusses task modeling and its importance in user-centered design. It describes task modeling as a way to document how users complete tasks by breaking them down into discrete steps. This helps designers understand user needs, pain points, and ensure smooth user journeys. The document also presents "Jesmond's Laws of Task Modeling", which are that users complete tasks in a specific order, become fixated on completion, and tend to forget tasks afterwards. It emphasizes that understanding these principles can help designers create more effective and intuitive products and experiences.

1. The Lost Art of
Task Modelling
Jesmond Allen
User-centred design consultant
@jesmond

2. The Lost Art of
Task Modelling
(Slightly NSFW…)
Jesmond Allen
User-centred design consultant
@jesmond

3. @jesmond

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@jesmond

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17. Task
keep in touch
with my
friend
Solutions
• visit and talk
• write a letter
• send a telegram
• make a phone call
• send an email
• send a text
• Facebook
• WhatsApp, Snapchat,
whatever the kids are
using these days…

18. Task
buy a new
shirt
Solutions
40 years ago
Visit my tailor
20 years ago
Go to a high street shop
10 years ago
Buy online
Today
Ask Alexa
Tomorrow…?

19. @jesmond

20. https://upload.wikimedia.org/wikipedia/commons/1/17/Diamond_Ring_Stage_of_21-8-2017_Eclipse_2.jpg
@jesmond

21. https://upload.wikimedia.org/wikipedia/commons/1/17/Diamond_Ring_Stage_of_21-8-2017_Eclipse_2.jpg
@jesmond

23. More at:uxpa-uk.org/events/ taboo-ux/

24. @jesmond

25. @jesmond
Make sure the stuff
you learn here
Gets carried
through to here

26. Diagrams representing user needs
Experience maps Task models
Document users’ relationships with a
domain
Document how users make decisions
and complete tasks
Great for spotting unmet user needs and
pain points
Great for designing smooth user journeys
Strategic decision-making tool Practical design tool
Help to decide what to make Help make things
@jesmond

27. @jesmond

28. Main nav Sort and filter Product details
@jesmond

29. Good
job!
@jesmond

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35. Messaging around quality,
reliability and guarantees
Show match
schedules up front
Product page
contents
@jesmond

36. Image: Alexander Mokletsov https://commons.wikimedia.org/wiki/
File%3ARIAN_archive_708339_Soviet_Women's_Committee_plenary_meeting.jpg
Does this
design match the
task model?
@jesmond

37. WTF?
@jesmond

38. Bluma Wulfovna Zeigarnik
1900 – 1988
Soviet psychologist and psychiatrist
@jesmond

39. The Zeigarnik Effect
People remember
uncompleted or interrupted
tasks better than completed
tasks.
https://en.wikipedia.org/wiki/Zeigarnik_effect
@jesmond

40. Zeigarnik theorized that incomplete
tasks incite “psychic tension” in
you, which can be a persuasive
impetus to complete the task.
http://www.rightattitudes.com/2017/03/14/zeigarnik-effect/
@jesmond

41. Incomplete tasks
trigger stress
@jesmond

42. Flight 401
Images: https://en.wikipedia.org/wiki/Eastern_Air_Lines_Flight_401 @jesmond

43. www.90percentofeverything.com/2013/08/21/
deadly-set-how-too-much-focus-causes-mistakes

44. What have we
learned?
@jesmond

45. Humans complete tasks in a
specific order.
@jesmond

46. https://www.aol.com/2010/07/14/20-most-annoying-things-at-the-grocery-store
https://www.thecomplainingcow.co.uk/supermarkets-most-annoying-habits-revealed/

47. Photos https://www.bdcnetwork.com/5-breakthrough-applications-vertical-
transportation
https://bigdatalittleyou.files.wordpress.com/2013/05/smartelevator.jpg

48. Humans fixate on their task…
https://www.lostateminor.com/2015/07/15/open-source-
blinkers-for-those-irritated-by-the-sight-of-humans/
@jesmond

49. Simons & Chabris
Selective Attention Test
https://youtu.be/vJG698U2Mvo
@jesmond

50. Photo, Harsh1: https://flic.kr/p/8oz4UM
More on cliffhangers at:
http://www.bbc.com/
culture/story/20160201-
why-we-love-a-cliffhanger
@jesmond

51. Humans fixate on their task…
@jesmond

52. … until they consider it finished,
when they move on to
something else.
@jesmond

53. Eye of the Tiger by Survivor
Risin' up, back on the street
Did my time, took my chances
Went the distance, now I'm back on my feet
Just a man and his will to survive
So many times, it happens too fast
You trade your passion for glory
Don't lose your grip on the dreams of the past
You must fight just to keep them alive
It's the eye of the tiger, it's the thrill of the fight
Risin' up to the challenge of our rival
And the last known survivor stalks his prey in the
night
And he's watchin' us all with the eye of the tiger
Face to face, out in the heat
Hangin' tough, stayin' hungry
They stack the odds 'till we take to the street
For the kill with the skill to survive
It's the eye of the tiger, it's the dream of the fight
Risin' up to the challenge of our rival
And the last known survivor stalks his prey in the
night
And he's watchin' us all with the eye of the tiger
Risin' up, straight to the top
Had the guts, got the glory
Went the distance, now I'm not gonna stop
Just a man and his will to survive
It's the eye of the tiger, it's the dream of the fight
Risin' up to the challenge of our rival
And the last known survivor stalks his prey in the
night
And he's watchin' us all with the eye of the tiger
The eye of the tiger
The eye of the tiger
The eye of the tiger
The eye of the tiger
It's the eye of the tiger,
it's the thrill of the fight

54. Photo: https://szeifertjudit.files.wordpress.com/2015/10/peter-falk-as-columbo.jpg
Just one more
thing…
Columbo
@jesmond

55. Jesmond’s
Laws of Task Modelling
1. Order matters
2. We’re fixated on completion
3. We forget afterwards
@jesmond

56. Interaction design
vs
Jesmond’s Laws of Task Modelling*
@jesmond

57. Interaction design
vs
Jesmond’s Laws of Task Modelling*
with apologies to the brands featured,
you’re really very far from the only ones
*
@jesmond

59. Law 2
Fixated

60. Law 1
Order
matters
Law 2
Fixated

62. @jesmond

65. Law 3
Forget
afterwards
Law 2
Fixated

66. @jesmond

68. Law 2
Fixated

69. Law 1
Order
matters
Law 2
Fixated

73. Law 1
Order
matters

74. @jesmond

76. Law 3
Forget
afterwards

77. @jesmond

78. 1Understand your users
@jesmond

79. 1Understand your users’ tasks
@jesmond

80. 2Identify common steps
@jesmond

82. 3<Magic goes here>
@jesmond

83. Boxes, arrows &
washing machines
@jesmond

84. Main task
Step 1 Step 2 Goal
Factor
1
Factor
2
Factor
3
Step 3
@jesmond

85. Produce a task model
Research
users’
tasks
Identify
common
steps
Boxes
Arrows
Washing
machines
Draw diagram
Order &
name steps
Feedback
Win!
@jesmond

86. Templates at:
cxpartners.co.uk/
ux-resources
@jesmond

87. Using task models to
our advantage
@jesmond

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93. https://darkpatterns.org
@jesmond

94. @jesmond
TM

95. ?Any questions…?
Jesmond Allen
User-centred design consultant
@jesmond
jesmond@jesmondallen.co.uk
Get in touch if
you’d like me to give
this talk or run a
workshop at your
place of work