Playbook

The play uses the Single Ease Question, or SEQ, which is a one-question survey asked immediately after a task. It gives you a consistent way to measure ease and track changes over time.

Use this play to establish a baseline before making changes. Then repeat it at regular intervals to see if your improvements are increasing ease.

The main outcome is an average SEQ score for each task you measure.

You can set up the survey in an afternoon. Identifying the right tasks to measure may take longer. 

What it is

This play is a short survey that asks people to rate how easy or difficult a specific task was.

You select a small number of important tasks. For each one, you ask a single question using a numbered scale. After collecting responses, you calculate the average score for each task. 

View full size image of An example question asks about difficulty and gives four options, from very difficult to very easy. A button submits the answer and moves to the next task.

You use that score as a baseline. Then you repeat the same question over time to see if ease improves or declines.

Use this play when you want to measure specific tasks, flows, or moments in a journey.

Do not use this play to measure broad opinions about an entire system. It works best at the task level.

How to use it

Who you'll need

• One person responsible for this work. 
• Access to people who complete the task. 

What you'll need

• A digital form tool or spreadsheet.
• A list of stakeholders or users to invite.
• A clear definition of the task you are measuring.  

Steps

1. Identify the tasks to measure.

   Choose specific, meaningful tasks. Focus on moments where ease matters most. These often come from

   • The align on the work play 
   • The understand a process play
   • Other plays in the discover phase 
2. Write the SEQ question.
   • Use a neutral, plain-language format. A standard pattern is "On a scale from 1 to 4, where 1 means very difficult and 4 means very easy, how would you rate completing this task?"
   • Avoid leading language. Do not frame the question as "How easy was…" if it pushes people toward a positive answer.
   • Keep the scale consistent every time you run it. 

3. Give the survey immediately after the task.

   SEQ works best when asked right after someone completes the task. The closer to the task, the more accurate the response. You can:

   • Send it automatically after submission.
   • Display it online (i.e. portland.gov) at the end of a process.
   • Ask it at the end of a usability session.
   • Share it by email shortly after completion.  
4. Collect responses and calculate the score
   • Track the average score for each task. Higher scores indicate greater ease. For each question:
     • Add all response values.
     • Divide by the number of responses.
     • Example: 1, 2, 2, 3, 3, 4 → average = 2.5
   • Aim for at least 30 responses per task when possible. More responses increase confidence in the score.
   • If you have fewer responses, still use the results and note the sample size. See Plan for learning for guidance on choosing a sample size. 
5. Optionally capture follow-up feedback. 
   • You may add a conditional open-text field. This helps explain low scores without adding friction for everyone.
   • For example: If someone selects 2 or lower, show a short prompt: "What made this difficult?" 
6. Repeat at regular intervals.
   • After making improvements, run the same question again.
   • Compare the new average to the baseline.
   • Track changes monthly or after meaningful updates. 

What to produce

• A short SEQ survey with one question per task.
• A spreadsheet showing average scores for each task over time. 

What decisions you'll make

• Whether a task feels easy or difficult to users.
• Whether recent changes improved ease.
• Whether to continue, adjust, or rethink a solution. 

You're done when

• You have a baseline average score for each task.
• The same question is used consistently over time.
• You can clearly compare scores across time periods.
• The team uses the results to guide improvements.

Resources

• SEQ survey form (example) 
  A sample form that shows how to write Single Ease Questions (SEQ) using a rating scale. Edit it to fit your project.
• Score calculator (Excel reference) 
  An example spreadsheet that shows how to calculate Single Ease Question (SEQ) scores. Use it as a guide when you set up your own sheet.