Our Work

From Taste-Testers to Explorers: Developing Personas for Open Opportunities

From Taste-Testers to Explorers: Developing Personas for Open Opportunities

Being customer-focused means doing the gumshoe work of research and rounds of analysis to find gold by understanding user goals. For the task-based innovation network, Open Opportunities for DigitalGov, that meant developing personas in order to overcome our own biases and learn about the different motivations of our participants. In this article, we’ll talk about […]

Read More →From Taste-Testers to Explorers: Developing Personas for Open Opportunities

Read More →From Taste-Testers to Explorers: Developing Personas for Open Opportunities

Follow the Clicks: A Look at Click-through Rates on Government Websites

Follow the Clicks: A Look at Click-through Rates on Government Websites

How important is it to show the most relevant result at the top of your search results page? Very. Searchers expect to find what they’re looking for quickly and easily—and without scrolling—when they search on government websites. If a Web page isn’t “above the fold” as one of the first listings on the first results […]

Read More →Follow the Clicks: A Look at Click-through Rates on Government Websites

Read More →Follow the Clicks: A Look at Click-through Rates on Government Websites

DigitalGov University is Making Changes Thanks to You

DigitalGov University is Making Changes Thanks to You

DigitalGov University took the pulse of our participants this spring and found that our audience wants more information about events, wants us to better communicate the value of programs and wants more access to our programs. DigitalGov University (DGU) is a platform for feds to share ideas, experiences and techniques to meet 21st century public […]

Read More →DigitalGov University is Making Changes Thanks to You

Read More →DigitalGov University is Making Changes Thanks to You

What’s Happening with the Internet of Things?

What’s Happening with the Internet of Things?

No Mobile Gov Month on DigitalGov would be complete without an update on the Internet of Things. Regardless if you’re talking wearables, smart homes, sensors or any other connected device, your current mobile approaches will be impacted—as will your social media, user experience and data strategies. When we last visited the topic in April, discussion […]

Read More →What’s Happening with the Internet of Things?

Read More →What’s Happening with the Internet of Things?

Use Metrics to Drive Success

Use Metrics to Drive Success

Would federal employees work on tasks outside their agency in order to support DigitalGov? That’s the question we wanted to answer as we created the Open Opportunities program. We had a built-in test case. When the Digital Government Strategy was released in May 2013, agencies were tasked with building APIs, launching mobile products, establishing digital […]

Read More →Use Metrics to Drive Success

Read More →Use Metrics to Drive Success

Customer Service Week 2014

Customer Service Week 2014

They say that customer experience (CX) is the new marketing. People will tell their friends about their experience with your agency, and social media makes it easy to broadcast whether the experience was easy and enjoyable, or terrible. In 1992, Congress proclaimed the first full week in October as National Customer Service Week, and as […]

Read More →Customer Service Week 2014

Read More →Customer Service Week 2014

Top