Metrics

What gets measured gets improved.

National Cancer Institute Launches New User Experience Lab

National Cancer Institute Launches New User Experience Lab

Why does a Cancer institute need a User Experience lab? Simply put: To learn about their customers—people living with cancer and those who care about them—and build the best possible products with them in mind. “Cancer has a journey and we wanted to create a lab to capture the substance of that journey, understand what [...]

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Read More →National Cancer Institute Launches New User Experience Lab

Actionable Web Analytics: A Three-Step Process

Actionable Web Analytics: A Three-Step Process

As Web analysts, your customers and their needs can vary greatly. One minute you are leading an analysis that will influence strategic decisions, the next you are distributing reports to folks who will never use them, but just have to have them. Sometimes, in the darkest hours, it can become more of the latter. That’s [...]

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Read More →Actionable Web Analytics: A Three-Step Process

Heat Mapping Case Study: Epa.gov Homepage

Heat Mapping Case Study: Epa.gov Homepage

Most people relate the term “heat map” with something they see during the weather forecast on the nightly news, those colorful maps that vividly illustrate how hot it’s going to be during an impending heat wave. The word “heat map” may not usually however, conjure up images of a widely used Web usability tool; but for those [...]

Read More →Heat Mapping Case Study: Epa.gov Homepage

Read More →Heat Mapping Case Study: Epa.gov Homepage

Using Analytics to Create Change: USA.gov Usability Case Study

Using Analytics to Create Change: USA.gov Usability Case Study

While many people tout the death of the home page, it’s still an important piece of the user experience on USA.gov. In 2013, 30% of all sessions on USA.gov included the home page—that’s 8.67 million sessions. The numbers for GobiernoUSA.gov are even higher—79% of all sessions included the home page. According to Jakob Nielsen, “A [...]

Read More →Using Analytics to Create Change: USA.gov Usability Case Study

Read More →Using Analytics to Create Change: USA.gov Usability Case Study

You Have the Data, Make the Most of It

You Have the Data, Make the Most of It

With Web analytics tools you have the data to see what citizens really want on your website and how well you are delivering. You have an opportunity to make informed decisions on improvements to your site to reflect the voice of the customer and get constituents what they need. Here are three key steps to [...]

Read More →You Have the Data, Make the Most of It

Read More →You Have the Data, Make the Most of It

The Golden Metric

The Golden Metric

Are you looking for the “golden metric” that is the best measure of your agency’s website performance and cross-comparable across .gov websites? If so, stop looking. The concept of the golden metric is a dangerous one because it oversimplifies performance analysis of your website and overlooks the truth hidden behind other, more relevant metrics. Don’t [...]

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Read More →The Golden Metric

Government CX:  Where Do You Find the Right Foundational Metrics?

Government CX: Where Do You Find the Right Foundational Metrics?

Customer service. Customer satisfaction. Improving the customer experience. These buzzwords have become well-trodden territory among government strategists as a new wave of agencies attempt to ignite—or reignite—a focus on customers. Of course, putting customers first is a worthy goal. But what, exactly, do we mean when we use words like “service” and “satisfaction”? These terms [...]

Read More →Government CX: Where Do You Find the Right Foundational Metrics?

Read More →Government CX: Where Do You Find the Right Foundational Metrics?

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