EXPERIMENT NO.

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AIM OF EXPERIMENT: Conduct a task analysis for the following users:a) Officer at railway ticket reservation window.
b) Officer at insurance claim settlement desk.
c) Clerk at call center, answering queries of customer who have purchased
cars from the company.

Task Analysis:Task analysis analyzes what a user is required to do in terns of actions and/or cognitive
processes to achieve a task. A detailed task analysis can be constructed to understand the
current system and the information flows within it. These information flows are
important to the maintenance of the existing system and must be incorporated or
substituted in new system. Task analysis makes it possible to design and allocate tasks
appropriately within the new system. The functions to be included within the system and
the user interface can then be accurately specified.
The aim of high level task decomposition is to decompose the high level tasks and break
them down into their constituent subtasks and operations. This will show an overall
structure of main user tasks. At a lower level it may be desirable to show the task flows,
decision processes and even screen layouts.

a) Officer at railway ticket reservation window:Officer sitting at reservation window do the reservation but besides he has to perform
various functions. He answers all the queries of the passengers about the reservation. He
tells them about the accurate train and time suitable to various passengers. Now we will
explain some features, which will tell us the railway ticket reservation.
Officer sitting at the reservation window do the following functions: -

Enquiry:Officer will answer all the questions of the passengers asked regarding ticket reservation.
In this he tells about the train name, train no., time of boarding etc and help the passenger
to fill up the ticket reservation form according to the requirements of the passengers. All
the queries are made clear to the passengers.

Train Information:Train information includes the information regarding the train whether the train is super
fast or an express train and all the trains which are going to the destination from the
source of the passengers. It also includes the queries of boarding and reaching time at the
destination. With the help of the train information the passenger can easily fill the railway
ticket reservation form.

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Ticket Window:At the ticket window passenger will give the reservation form. Officer will give the ticket
if there is seat in that train on the required day. If there is no seat available he will tell the
passenger you are getting so and so waiting no. in this train. If the passenger wants then
he will give the waiting no. Ticket otherwise he will suggest him for other trains which
are going to the same destination and give the ticket according to the satisfaction of the
passenger.

Ticket:In this section we can say that thatwhether

Railwaythe passenger got the ticket reserved or
TICKET
waiting.In which class he gets the seats
If he got a reserved ticket than simply get the
Office
train on the desired day otherwise he has to check.The waiting no. If his no. is confined
v
than he will get a seat otherwise he has to travel in a general
class coach or can cancel the
v
ticket.
Enquiry

Train
Time

Booking
Train
Informati Informati
on
on

SUPER
FAST
TRAIN

EXPRESS
TRAIN

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h
Ticket
v
Window
v
v
v
v TICKET
TICKET
v
CANCEL
S
E
R
V
WAITING
GENERAL
A
T
I
O
RESERVED
SLEEPER
N

b) Officer at insurance claim settlement desk:

Officer sitting at insurance settlement desk first of all check the case that under which
category the case falls. According to that category he will proceed towards the next step
because there is lots of types insurance like vehicle insurance, life insurance or any
general insurance.
With the help of task analysis we can decompose the task into various sub steps and can
solve the case. Fig (b) shows the task flow diagram of the insurance settlement desk.
According to the task analysis main task is breakdown into the subtasks.

Settlement:According to the rules and regulation of the insurance company officer will proceed for
the further verification at the settlement table. As described above according to the
category of the case he will asks the question. He will verify according to the requirement
of the insurance company. After the discussion of the case the insurance settlement
officer he will decide whether the case is approved for the insurance claim or not. If the
case had been approved by the officer than the company will do its own formalities and
pay the amount according to their insurance scheme.

Claim:Settlement officer after hearing the views and verifying the documents decide whether
the case is approved for the claim or not. So, after deciding that case is approved for the
insurance claim or not, if case is approved for the claim than the amount will be paid
otherwise will be closed after proving that the case is invalid.

Amount Paid:At last after all the discussions made at the settlement table. For those cases which are
approved for the claim of the insurance, it is checked that whether the appropriate amount
is paid or not.

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Insurance

General
Insurance

Life
Insurance

Vehicle
Insurance

SETTLEMEN
T

Amount
Paid

Claim

Valid

Invalid

Appropriate

Inappropria
te

Fig(b). Task flow diagram for queries of insurance

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c) Clerk at the call center answering the queries of customers who have
purchased cars from the company:After purchasing a car customer can have many queries related to the car. They may be
technical as well as general queries. We make task flow diagram in fig.( c) to explain the
queries of the car.
With the help of task flow diagram we can easily understand the problem by
decomposing. First at all the queries are categorized according to the technical and
general queries. Further we divide them according to their level. Following of the levels
of the task flow diagram.

Technical Queries:In this category we have the queries which are related to the technical problem. Under
this category one can have the queries about the mileage, top speed and wheel balancing
etc. One can ask about the current mileage and mileage after first servicing. He may ask
about the queries related to the wheel balancing. After how much kilometers one can go
for the wheel balancing, also about the top speed the car on which it will give the better
mileage. So one can have many more queries related to the technical issues.

General Queries:In the general queries one can have many queries related to the accessories and its
features. In this we can have the queries related to the accessories like stereo system,
safety guards, air bags etc. We can ask about any effect on the car due to the respective
accessories. We can ask about the stereo system in the car, how it is going to effect the
battery and also can ask about the time period of time for filling up of water in the
battery. One can have the queries on the safety guards like air bags. Customer can also
ask about queries related to the alloy wheel of the car. In this way we can study the
queries of a car with help of task flow diagram.

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QUERIES

Technical

Mileage

Wheel
Balancin
g

General

Top
Speed

Accessori
es

Special
Features

Safety
Guards

Stereo

System

Fig.(b) Task flow diagram of queries of car

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Alloys