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Time on task is particularly important for products where tasks are performed repeatedly by the user. For example, if you’re designing an application for use by customer service representatives of an airline, the time it takes to complete a phone reservation would be an important measure of efficiency. The faster the airline agent can complete a reservation, presumably the more calls that can be handled and, ultimately, the more money can be saved. The more often a task is performed by the same user, the more important efficiency becomes. One of the side benefits of measuring time on task is that it can be relatively straightforward to calculate cost savings due to an increase in efficiency and then der...


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