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Experience Data Table

# Select & Delete Project Phase Level Step # C-Level C-Step C-Outcome Likelihood Impact Outcomes Step Status Action
# Select & Delete Project Phase Level Step # C-Level C-Step C-Outcome Likelihood Impact Outcomes Step Status Action
1Sample airline projectSecurity115,15,40,30,103,2,0,-2,-3No queue,Short queue,Typical queue,Long queue,Very long queue.Queue for start of securityNot Fixed

   

   

2Sample airline projectAt the gate2111280,200,-2Board < 15 mins late,Board between 15 and 30 mins lateBoarding timeNot Fixed

   

   

3Sample airline projectSecurity1310,90-0.3,0Bag rescan,No bag rescanBag needs rescanningNot Fixed

   

   

4Sample airline projectSecurity1280,200,2No random search,Random searchRandom security searchNot Fixed

   

   

5Sample airline projectAt the gate1180,200,-1Board on time,Board < 15 mins lateBoarding timeNot Fixed

   

   

6Sample airline projectSecurity1465,30,51,0,-1Very friendly,As expected,Grumpy and rudeSecurity staff greetingNot Fixed

   

   

7Sample airline projectAt the gate3121280,200,-2Board between 15 and 30 mins late,Board greater than 30 mins lateAdditional late boardingNot Fixed

   

   

8Sample airline projectBoarding1160,30,100.3,0,-.3Friendly and scan on board,Expected on scan on board,Grumpy on scan on boardHaving boarding pass scanned at gate to boardNot Fixed

   

   

9Sample - Latitude Insurance PurchaseInsurance discovery1160,20,200,-0.3,0.5Online, In the mail, word of mouthCustomer introduced to insurance productNot Fixed

   

   

10Sample - Latitude Insurance PurchaseReading product details1240,20,30,10-3,-0.5,0,1Already has insurance, features seem irrelevant, expected features, relatable featuresIs the content relevant to customers?Not Fixed

   

   

11Sample - Latitude Insurance PurchaseInsurance application1310,20,70-2,0,1extremely hard to complete, minimal trouble, easy applicationCompleting an applicationNot Fixed

   

   

12Sample - Latitude Insurance PurchaseApplication reply1430,70-4,0.5Denied Application, Confirmed applicationReceiving decision from LatitudeNot Fixed

   

   

13Sample - Latitude Insurance Purchasefirst monthly payment1510,20,70-4,-1,0Thinks it is to much, looks at account, doesn't look at accountFirst insurance paymentNot Fixed

   

   

14Sample airline projectBoarding1250,20,300.5,0,-1Nicely welcomed,Neutral welcome,Poor welcomeBoarding welcomeNot Fixed

   

   

15Sample airline projectCheckin115,90,55,0,-8Upgrade,No change,DowngradeChange of classNot Fixed

   

   

16Sample airline projectSecurity1580,200,-0.3Scan once,RescanSelf ScanNot Fixed

   

   

17Sample airline projectCheckin1210,80,102,0,-2To flight preferred,No change of flight,To flight not preferredChange of FlightNot Fixed

   

   

18Sample airline projectCheckin135,10,70,10,52,1,0,-1-2Given better seat,Assigned preferred seat,Given pre-chosen seat,Change to non-preferred seat, Assigned non-preferred seatSeat AssignmentNot Fixed

   

   

19Sample airline projectCheckin145,80,103,0,-2Allowed extra baggage for free,Checked as normal, Excess baggage free of chargeChecked BaggageNot Fixed

   

   

20Sample airline projectBoarding1545,50,50.5,0,-1Friendly service,Standard service,Unfriendly serviceGreetingNot Fixed

   

   

21Sample airline projectCheckin155,10,60,20,53,1.5,0,-1,-3No queue,Short queue,Typical queue,Long queue,Very long queue.Waiting/QueueNot Fixed

   

   

22Sample airline projectIn-Flight1110,25,50,10,53,2,0,-1.5,-3Very good,Good,Normal,Poor,Very poorServiceNot Fixed

   

   

23Sample airline projectIn-Flight1215,70,152,0,-2Exceeded expectations,As expected,Below expectationsMeal QualityNot Fixed

   

   

24Sample airline projectIn-Flight1320,70,101,0,-2Better seat on board,Expected seat,Poor seat on boardSeatNot Fixed

   

   

25Sample airline projectIn-Flight1430,55,151.5,0,-1Friendly & informative,Standard greeting & information,Presence barely feltPilot AnnouncementsNot Fixed

   

   

26Sample airline projectIn-Flight1580,200.5,-1Preferred choice available,Preferred choice unavailableMealNot Fixed

   

   

27Sample airline projectCheckin2111350,501,-0.5Apology on board,No apology on boardApology on boardNot Fixed

   

   

28Sample airline projectCheckin2211330,701,0Got extra services.Did not get extra servicesGet extra servicesNot Fixed

   

   

29Sample websiteBuy tickets1120,40,20,200.5,0,-0.5,-3Fast to load,Expected load,Slow to load,Does not loadHome page LoadingNot Fixed

   

   

30Sample airline projectBoarding1650,20,300,-2,0.5Hear announcement,Can't hear,Extra friendlyBoarding annoucementFixed

   

   

31My AMPUse My AMP1160,30,100,-1,-2Login successfully,Forgot password,Don't know usernameLoginNot Fixed

   

   

32My AMPUse My AMP2111280,203,-3Reset password,Can't reset password (x)Forgot passwordNot Fixed

   

   

33My AMPUse My AMP2211380,10,100,1,-5Find username,Retrieve username,Can't retrieve username (x)Don't know usernameNot Fixed

   

   

34My AMPUse My AMP1250,30,200,-2,-1It's ok,It changed,It's clutteredArrivalNot Fixed

   

   

35My AMPReports1160,30,102,-0.5,-3Views reports successfully,views reports with difficulty, cant find reportsGet ReportsNot Fixed

   

   

36My AMPChange Investment Mix1110,60,20,102,0,1,-2Changed easily, No Investments, Changed with some difficulty, Not changedUpdate/change Investment MixNot Fixed

   

   

37My AMPUse My AMP1365,25,101,0,-1Positive,Neutral,NegativeAdvert/Promotions feedbackNot Fixed

   

   

38My AMPUse My AMP1460,20,202,1,0Found with ease, Found with difficulty, No investmentsRetirement SimulatorNot Fixed

   

   

39My AMPGet Statements1120,79,10.5,0,-3Go to Statements page,Go through an account,Don't know and can't findDownload a statementNot Fixed

   

   

40My AMPGet Statements2111270,2,280,-3,-1Find easily,Doesn't see statements tab,Finds statements tab eventuallyFind statements CTANot Fixed

   

   

41My AMPGet Statements312111000Gets statementDownloads statementNot Fixed

   

   

42My AMPGet Statements2211170,300.5,-1Get statement,Not sure which account is whichGet statement directlyNot Fixed

   

   

43My AMPUpdate Details Online1110,30,50,10-3,0,-1,0Can't find profile,Finds in masthead easily, Finds in masthead with difficulty,Finds via quicklinksUpdate profileNot Fixed

   

   

44My AMPUpdate Details Online2111320,70,100,-1,-3Finds address tab,Finds address tab after some time,Doesn't find address tabAddress tabNot Fixed

   

   

45My AMPUpdate Details Online221121000Finds easilyAddress tabNot Fixed

   

   

46My AMPUpdate Details Online2311435,60,50,-1,-3Finds address tab,Finds address tab after some time,Doesn't find address tabAddress tabNot Fixed

   

   

47My AMPUpdate Details Online24111100-1Profile not updatedProfile not updatedNot Fixed

   

   

48My AMPNon AMP Accounts1150,30,200,0,0Security and privacy concerns,Not interested,Might use itUse non AMP accountsNot Fixed

   

   

49My AMPUpdate details in Branch111002Choose to update in branchUpdate profileNot Fixed

   

   

50My AMPView Notifications1120, 50, 300, -1,1Receive email and ignores, Receive email and login to check, Discovers notifications while browsingCheck notificationNot Fixed

   

   

51My AMPView Notifications2111280,201,-2Finds easily, Cannot findDiscovers notifications while browsingNot Fixed

   

   

52My AMPSummary of Finances1140,10,500,-3,-1Get summary easily,Cannot find link,Gets summary with difficultyFinances summaryNot Fixed

   

   

53My AMPSummary of Finances2111150,20,301,-1,0Got report easily,Got report with difficulty,Proceed to statmentsGet reportNot Fixed

   

   

54My AMPView Notifications3121110,900.5,-3Perceived, Not perceivedFinds easilyNot Fixed

   

   

55My AMPView Notifications2211310,900,-1Perceived, Not perceivedDiscovers notifications while browsingNot Fixed

   

   

56My AMPUpdate Details Online3121270,300, -3Notices the SMS verification message, Does not notice SMS code verification messageFinds address tabNot Fixed

   

   

57My AMPUpdate Details Online3221180,200, -2Notices the SMS verification message, Does not notice SMS code verification messageFinds address tabNot Fixed

   

   

58My AMPSummary of Finances22112100-3task not achievedNo summary gatheredNot Fixed

   

   

59My AMPSummary of Finances2311320,30,500,-3,-1Got report easily,Got report with difficulty,Proceed to statementsGet report with difficulty Not Fixed

   

   

60My AMPUpdate Details Online4131190,100.5,-1Can update address,Cannot update addressNotices the SMS verification messageNot Fixed

   

   

61My AMPCompare Performance 211002TestTestNot Fixed

   

   

62My AMPChange Investment Mix311002test againtest againNot Fixed

   

   

63My AMPUpdate Details Online51412100-4Has to phone upUpdate details via phoneNot Fixed

   

   

64Test for New FeaturesFirst Phase1130,30,401,0,-1First outcome,Second outcome,Third OutcomeThe first eventNot Fixed

   

   

65Test for New FeaturesFirst Phase1250,501,-2Another outcome,Second other outcomeThe second eventNot Fixed

   

   

66Test for New FeaturesFirst Phase211111005Some level 2 outcomeSome level 2 eventNot Fixed

   

   

67Officeworks SampleFind parking1115,60,20,51,0,-0.3,-3Really good spot,Ok spot,bad spot,No spot (x)Find a parking spotNot Fixed

   

   

68My AMPSummary of Finances2411122.50,.501,-1first,secondsome new level 2Not Fixed

   

   

69My AMPSummary of Finances25111221005blah outcomeblahNot Fixed

   

   

70Test for New FeaturesFirst Phase221111001only onea new level 2Not Fixed

   

   

71Test for New FeaturesFirst Phase231121001somethingShould be step 1 outcome 2Not Fixed

   

   

72Test for New FeaturesFirst Phase241211001stuffShould be step 2, outcome 1Not Fixed

   

   

73Test for New FeaturesFirst Phase13121blah outcometestNot Fixed

   

   

74myGovLogin1260,30,100,-0.3,-0.3Correct password,Forgotten password,Incorrect passwordEnter passwordNot Fixed

   

   

75myGovLogin1390,1,90,-0.3,-3Receive code,Don't receive code,Cannot get code (x)SMS or Email CodeNot Fixed

   

   

76myGovLogin1449,1,500,-1,-0.3Code worked,Code did not work,Used message reference by mistakeUse codeNot Fixed

   

   

77myGovLogin1595,50,-1Welcome page is ok,Welcome page is unclearSite accessedNot Fixed

   

   

78myGovLogin2113299,10,-4Gets code,Still does not get code (x)Try to get code againNot Fixed

   

   

79myGovHelp Desk11100-3Need to call help deskCall help deskNot Fixed

   

   

80myGovLogin2214290,1,90,-3,-0.2Try again and works,Try again still does not work,Cancel to start overTries again with codeNot Fixed

   

   

81myGovLogin3122280,5,15-0.3,-4,-4Cancel to start over,Give up (x),Help deskCode still not workingNot Fixed

   

   

82myGovLogin4131199,10,-4Gets working code,Give up (x)Trying againNot Fixed

   

   

83myGovLogin3222399,10,-4Gets working code,Gives up (x)Tries againNot Fixed

   

   

84myGovLogin2314398,1,10,-.3,-0.3Code worked, Code did not work, Cancelled to start againEntered codeNot Fixed

   

   

85NDIS Provider PortalJourney wide1110,20,40,300,-2,-4,-50-3 seconds,3-5 seconds,5-10 seconds,10+ secondsPage LoadNot Fixed

   

   

86NDIS Provider PortalLogin1180,5,5,100,-1,-5,-3Successfully verified,Code slow to arrive, Code never arrives (x),Don't have access to phone (x)Second level verificationNot Fixed

   

   

87NDIS Provider PortalLogin2112395,50,-1User name and Email submitted,Don't know user nameProvide User Name and EmailNot Fixed

   

   

88NDIS Provider PortalLogin3121180,19,10,-1,-5Verification code entered,Verification code slow to arrive,Verification code never arrives (x)Enter email verification codeNot Fixed

   

   

89NDIS Provider PortalLogin3221190,100,-5Questions answered,Cannot answer questions (x)Answer security questionsNot Fixed

   

   

90NDIS Provider PortalLogin3321160,400,-3Password accepted,Cannot reuse passwordEnter new passwordNot Fixed

   

   

91NDIS Provider PortalInbox1130,40,25,50,-1,-2,-3Items relate to me,Items do not relate to me,I can't tell which relate to me,Inbox never loadsOpen InboxNot Fixed

   

   

92NDIS Provider PortalInbox1240,600,-1Item is one needed,Item is not correct oneSelect an itemNot Fixed

   

   

93NDIS Provider PortalInbox2112240,600,-1Item is one needed,Item is not correct oneSelect second itemNot Fixed

   

   

94NDIS Provider PortalJourney wide1280,200,-2User remains logged in,Session times out unexpectedlySession timeoutNot Fixed

   

   

95NDIS Provider PortalJourney wide1395,50,-2System operates normally,System error occursFunctional Session ErrorNot Fixed

   

   

96NDIS Provider PortalView Service Booking1160,400,-1Select required booking,Can't distinguish between bookingsView List of BookingsNot Fixed

   

   

97NDIS Provider PortalView Service Booking1250,40,100,-1,-3Bookings list filtered and find item,Bookings list filtered but can't distinguish items,Can't figure out how to searchSearch for service bookingsNot Fixed

   

   

98NDIS Provider PortalView Service Booking211211000Find item requiredView correct itemNot Fixed

   

   

99NDIS Provider PortalView Service Booking2212250,501,-1Find right item,Find wrong itemTry to find itemNot Fixed

   

   

100NDIS Provider PortalView Service Booking312220,1000,-3Select another item from list,Filter removed and need to do againReturn to listNot Fixed

   

   

101NDIS Provider PortalQuotations1120,800,-1Select required quotation,Can't distinguish between quotationsView list of quotationsNot Fixed

   

   

102NDIS Provider PortalQuotations211125,951,-1Finds right quotation,Find wrong quotationRandomly choose a quotationNot Fixed

   

   

103NDIS Provider PortalQuotations312125,950,-1Finds right quotation,Find wrong quotationTry againNot Fixed

   

   

104NDIS Provider PortalQuotations4131210,900,-1Finds right quotation,Find wrong quotationTry again againNot Fixed

   

   

105NDIS Provider PortalLogin121000Select NDISSelect My Linked ServicesNot Fixed

   

   

106NDIS Provider PortalNew Service Booking1140,600,0Search by name,Search by reference numberSearch for participantNot Fixed

   

   

107NDIS Provider PortalNew Service Booking2111280,200,-1Participant details found, Participant details not foundReference Number searchNot Fixed

   

   

108NDIS Provider PortalNew Service Booking1350,500,-1Knows participant plan dates,Doesn't know participant plan datesStep 1 Find participant planNot Fixed

   

   

109NDIS Provider PortalNew Service Booking141000Plan selectedStep 2 Select PlanNot Fixed

   

   

110NDIS Provider PortalNew Service Booking1525,45,300,0,-0.5Support coordinated agency managed - Unable to provide service (x),Support details added successfully,Not sure about support detailsStep 3 Support DetailsNot Fixed

   

   

111NDIS Provider PortalNew Service Booking1660,400,-1New booking successfully submitted, New booking not accepted due to errorSubmit bookingNot Fixed

   

   

112NDIS Provider PortalNew Service Booking221350,45,5-1,0,-5Refer to copy of plan,Guess dates,Give up (x)Determine datesNot Fixed

   

   

113NDIS Provider PortalNew Service Booking3121240,600.5,-1Dates correct and plan found,Dates invalidTry with guessed datesNot Fixed

   

   

114NDIS Provider PortalNew Service Booking4131290,10-1,-5Find a copy of the plan,Give up (x)Find valid datesNot Fixed

   

   

115NDIS Provider PortalNew Service Booking231432,60,38-5,-1,-0.5Give up (X),Refer to copy of plan,Ask a colleagueDetermine support detailsNot Fixed

   

   

116NDIS Provider PortalNew Service Booking3222235,50,150,-1,-5Have plan on hand already,Locate plan,Can't find plan (x)Find the planNot Fixed

   

   

117NDIS Provider PortalNew Service Booking2415230,700,-2Error rectified and resubmitted,Error message doesn't help to rectify errorRectify error and try againNot Fixed

   

   

118NDIS Provider PortalNew Service Booking3323270,300,-5Rectify error,Give up (x)Attempt to solve errorsNot Fixed

   

   

119NDIS Provider PortalPayment Request1180,200,-1Successful upload, Unsuccessful uploadBulk Payment Request UploadNot Fixed

   

   

120NDIS Provider PortalJourney wide1495,50,-2Warning acknowledged and continues, Warning confused as errorWarning messagesNot Fixed

   

   

121NDIS Provider PortalNew Service Booking2511170,300,-1Participant details found,Participant details not foundName searchNot Fixed

   

   

122NDIS Provider PortalLogin1380,10,8,20,0,-1,-10Finds via bookmark or known URL,Finds via NDIS homepage,Finds with some difficulty,Cannot find (x)Find Login Page or LinkNot Fixed

   

   

123NDIS Provider PortalLogin1480,10,8,20,0,-1,-10Finds via bookmark or known URL,Finds via NDIS homepage,Finds with some difficulty,Cannot find (x)Find Login Page or LinkNot Fixed

   

   

124NDIS Provider PortalLogin2210395,50,-1User name and Email submitted,Don't know user nameProvide User Name and EmailNot Fixed

   

   

125NDIS Provider PortalLogin1570,10,200,-0.5,-0.5Easy input,Forgot username,Forgot passwordInput login detailsNot Fixed

   

   

126NDIS Provider PortalLogin1680,10,8,20,0,-1,-10Finds via bookmark or known URL,Finds via NDIS homepage,Finds with some difficulty,Cannot find (x)Find Login Page or LinkNot Fixed

   

   

127Testing ProjectPhase One1140,60-4,4shocking, greatSome second stepNot Fixed

   

   

128Testing ProjectPhase One1220,802,-2g,bnext stepNot Fixed

   

   

129Testing ProjectPhase One2111120,802,-4good,badLevel 2 first stepNot Fixed

   

   

130Testing ProjectPhase One1390,5,50,-1,05Finds easily,Finds with difficulty,Does not findFind login pageNot Fixed

   

   

131Virgin Mobile AppLogin1190,5,50,-0.3,-1Enter details,Surprised login is different,Does not remember PINEnter mobile and PINNot Fixed

   

   

132Alfs First ProjectPhase11110, 25, 35, 301, 0, -1, 0life is sorted, life is a mystery and I'm okay with that, this scares me, I don't careDefine Life's purposeNot Fixed

   

   

133Alfs First ProjectPhase21130, 30, 30, 101, -0.2, -0.5, -1filled out fully, filled out partial, filled out with garbage, incompletefill out my ideal job surveyNot Fixed

   

   

134Mobile Bet BuilderVenue environmental1110, 5,80,5-0.5, -0.2,0,-0.2No venue wifi, No data signal, App opens successfully, App fails to openOpen appNot Fixed

   

   

135Alfs First ProjectPhase1001160,20,200, -0.2, -0.5I know what I like, I don't know what I like, I don't like coffeeorder coffeeNot Fixed

   

   

136Alfs First ProjectPhase1002111330, 40, 300, -0.2, -1I got what I wanted, I got something I could tolerate, they don't have anything I likeOrder a different drinkNot Fixed

   

   

137Mobile Bet BuilderLog in1110, 10, 10, 70-0.1, -0.1, -0.1,0Login fails, Forgot username, Forgot Password, Login SuccessfulLogin displayedNot Fixed

   

   

138Mobile Bet BuilderVenue environmental312131001Incentive added to accountAccept incentiveNot Fixed

   

   

139Alfs First ProjectMake a sandwich1130, 30, 30, 101, 0.5, -0.2, 0.5I know what I want and It's all here, I know what I want but I'm missing something, I don't know what I want, someone is making something for mechoose a sandwichNot Fixed

   

   

140Alfs First ProjectMake a sandwich2111230, 30, 10, 200, -0.2, 0.5, -1acceptable substitute, I'll do without, I'll try something wacky, I can't find an alternative I likeFind an alternativeNot Fixed

   

   

141Alfs First ProjectMake a sandwich1215, 55, 15, 151, 0.5, -1, 0toastmaster, I can do it well enough, busted breville, I hate toastToast the breadNot Fixed

   

   

142Alfs First ProjectMake a sandwich1330, 30, 20, 200.5, 0, -0.2, -1I get exactly what I want, I'm not fussy, I'll tolerate my second choice, what? no gluten free?choose the breadNot Fixed

   

   

143Mobile Bet BuilderVenue environmental2111485,5,100,-0.5,1Refresh successful, App crashes (x), Refresh successful and Bonus Incentive offeredRequires refreshNot Fixed

   

   

144Mobile Bet BuilderVenue environmental2311190, 100,-5Wifi reset successful App opens, Venue reset unsuccessful (X)Venue resets wifiFixed

   

   

145Mobile Bet BuilderLog in231111000Login successfulLog in retriedNot Fixed

   

   

146University of MelbourneSelect a course1160, 400, -2Finds suitable course, Doesn't find suitable course (x)Look for courseFixed

   

   

147University of MelbourneSelect a course1280, 10, 100, -1, 0Course meets expectations, Course doesn't meet expectations, Unsure if course meets expectationsCheck CourseNot Fixed

   

   

148University of MelbourneSelect a course2112350, 501, -3Course meets expectations, Course doesn't meet expectationsFurther researchNot Fixed

   

   

149University of MelbourneSelect a course1375, 250, -2Best option, Not best option (x)Compare CourseNot Fixed

   

   

150University of MelbourneSelect a course2214210, 90-1, -3Applies anyway, abandons (x)Decision PointNot Fixed

   

   

151University of MelbourneSelect a course1480, 201, -3Students meets prerequisites, Student doesn't meet prerequisites Check EligibilityNot Fixed

   

   

152Mobile Bet BuilderVenue environmental2411295,50.5,-5App opens successfully, Venue Wifi not working (x)Switches to WifiNot Fixed

   

   

153ReEmHome1180, 10, 10+1, -1, -1Find correct item, Find no items, Find incorrect itemSearchNot Fixed

   

   

154ReEmHome1280, 5, 15+1, -1, 0Find expected category, Find no matching category, Find a reasonable alternative categoryUse menuNot Fixed

   

   

155Sample airline projectSecurity2113150,50-1,0Give up item,Did not give up itemMay have to give up itemNot Fixed