UX

Create user-focused content and designs, and make government information accessible to people with disabilities.

Secrets to a Dynamite Public Sector Analytics Program

Secrets to a Dynamite Public Sector Analytics Program

Uncovering meaningful analytics from months or years of Web metrics is daunting, at best. So how do you make great Web improvements using metrics? Whether you’re just getting started in Web analytics or you want to take your program to the next level, you should focus on accurate data, customer service, and concrete goals, said [...]

Read More →Secrets to a Dynamite Public Sector Analytics Program

Read More →Secrets to a Dynamite Public Sector Analytics Program

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

User Acceptance Testing Versus Usability Testing…What’s the dif?

User Acceptance Testing Versus Usability Testing…What’s the dif?

Editor’s note: Building off the great discussion started around Customer Experience, we’re looking at the difference between User Acceptance Testing and Usability Testing.  If you develop software, you’ve probably heard of User Acceptance Testing. You may also have heard the term Usability Testing. Same thing, right? Nope. And confusion here can cause big problems. Last year I was [...]

Read More →User Acceptance Testing Versus Usability Testing…What’s the dif?

Read More →User Acceptance Testing Versus Usability Testing…What’s the dif?

Member Spotlight – Hannah Rubin, Library of Congress

Member Spotlight – Hannah Rubin, Library of Congress

Meet Hannah Rubin, who works in the Congressional Research Service (CRS) at the Library of Congress. She’s the focus of this month’s Member Spotlight. In addition to her “real” job, she’s also currently working as a “20%-er” with the DigitalGov User Experience Program via our Open Opportunities program. What do you love most about your [...]

Read More →Member Spotlight – Hannah Rubin, Library of Congress

Read More →Member Spotlight – Hannah Rubin, Library of Congress

Finding Participants for User Experience Studies

Finding Participants for User Experience Studies

How do you find participants for your usability studies? I spoke recently with the User Experience Community of Practice about how we recruit participants for usability and cognitive studies at the U.S. Bureau of Labor Statistics (BLS). Hopefully I can give you some new ideas about recruiting volunteers to fuel your user research. At BLS, we [...]

Read More →Finding Participants for User Experience Studies

Read More →Finding Participants for User Experience Studies

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 [...]

Read More →National Cancer Institute Launches New User Experience Lab

Read More →National Cancer Institute Launches New User Experience Lab

System Usability Scale (SUS): Improving Products Since 1986

System Usability Scale (SUS): Improving Products Since 1986

Trying to measure usability can be a head scratcher. How easy something is to use depends on where you are, who you are, and a number of other factors. Luckily in the world of usability, there exists a post-test survey known as the System Usability Scale, introduced in 1986 by an engineer named John Brooke, [...]

Read More →System Usability Scale (SUS): Improving Products Since 1986

Read More →System Usability Scale (SUS): Improving Products Since 1986

API Usability Case Study: openFDA

API Usability Case Study: openFDA

The API Usability Program brings together developers from agency APIs and the private sector to evaluate how the API can be improved to be more user friendly. Sean Herron of 18F, who was a key member of the openFDA developer team, shared with us some of the major insights gained from this latest API usability session.

Read More →API Usability Case Study: openFDA

Read More →API Usability Case Study: openFDA

Paper Prototyping PTSD Coach

Paper Prototyping PTSD Coach

The PTSD Coach mobile app from the Department of Veterans Affairs, provides veterans and users with information about PTSD and professional care, along with self-assessment tools and aid in finding support opportunities. The app has been downloaded over 100,000 times in 74 countries around the world, received numerous accolades and has spawned versions in both [...]

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Read More →Paper Prototyping PTSD Coach

Redesigning with Customer Feedback: Child Support Enforcement Usability Case Study

Redesigning with Customer Feedback: Child Support Enforcement Usability Case Study

The Federal Office of Child Support Enforcement at the Administration for Children and Families had a visually appealing website after an agency-wide redesign of program websites. The problem: Key stakeholders complained they could no longer easily find needed information. Their feedback prompted us to facilitate a UX-minded focus group to recommend improvements that met both users’ business needs and the redesign goals.

Read More →Redesigning with Customer Feedback: Child Support Enforcement Usability Case Study

Read More →Redesigning with Customer Feedback: Child Support Enforcement Usability Case Study

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