CX Strategic Knowledge · CX Methods
Task Analysis — Overview
Task analysis, knowledge design, problem definition, and journey mapping form one connected toolkit.
An overview marker for a set of connected methods: task analysis, knowledge design, problem definition, and customer journey mapping as it works in practice. The material draws on Customers Know You Suck, Chapter 6.
These four methods belong together. Task analysis shows what customers actually do. Knowledge design closes the gap between what they know and what the product assumes. Problem definition keeps teams solving the right thing. Journey mapping ties it into a view of the whole experience, grounded in reality rather than the ideal path.
The source is Chapter 6 of Customers Know You Suck, covering task analysis, knowledge design, problem definition, and customer journey mapping reality.
Apply this
Reading about task analysis — overview is one thing. Seeing where it applies in your journey is the useful part.