User Testing & Research

Creating a Veterans-Centered Experience Through ExploreVA

Creating a Veterans-Centered Experience Through ExploreVA

Good customer service includes user-centered design. For one digital team at the Department of Veterans Affairs, creating a veterans-centered experience started with one word: explore. The ExploreVA website provides a single location for veterans and their families to research the benefits that they may be entitled to receive. Benefits include health care, education, employment, and […]

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Read More →Creating a Veterans-Centered Experience Through ExploreVA

Focus Groups: Are They Right for You?

Focus Groups: Are They Right for You?

The short answer is: it depends on your goals. If you Google “focus group,” you will have a host of positive and negative feedback, but the truth is that it depends on what your needs are. What Is a Focus Group? Focus groups are an inexpensive way to identify people’s preferences, motivations, thoughts, feelings and […]

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Read More →Focus Groups: Are They Right for You?

Using Personas to Better Understand Customers: USA.gov Case Study

Using Personas to Better Understand Customers: USA.gov Case Study

Personas are fictional characters that describe an organization’s customer behaviors, emotions, attributes, motivations, and goals. They are an important tool to share customer insights and understanding across an organization. Personas also serve as a check to make sure your organization’s actions meet the needs of the majority of customers, including visitors to your website, contact […]

Read More →Using Personas to Better Understand Customers: USA.gov Case Study

Read More →Using Personas to Better Understand Customers: USA.gov Case Study

CareerOneStop’s Newest Online Resources: Targeted to User Needs

CareerOneStop’s Newest Online Resources: Targeted to User Needs

When the Employment and Training Administration’s CareerOneStop team embarked on a redesign of the site’s online career, training, and job resources, they didn’t dive right into the technical work. Instead, they embraced a user-centered approach that focused on the user experience (UX). Focusing on UX means taking a step back to learn about users’ core needs […]

Read More →CareerOneStop’s Newest Online Resources: Targeted to User Needs

Read More →CareerOneStop’s Newest Online Resources: Targeted to User Needs

Usability Design for Kids: Things Federal Workers Should Know

Usability Design for Kids: Things Federal Workers Should Know

I used to teach 8th grade science in inner city Denver in the 1990s. After that, I supported special education students and their teachers in North Carolina. Around that time (mid-late 1990s), the Internet wasn’t really designed for kids –most of the electronic materials I came across for the classroom were on CDs and such. […]

Read More →Usability Design for Kids: Things Federal Workers Should Know

Read More →Usability Design for Kids: Things Federal Workers Should Know

Getting Started with Usability Testing

Getting Started with Usability Testing

At the U.S. Agency for International Development (USAID), our new open data policy will begin making more Agency-funded data broadly accessible to the public. It completely changes the way we do business, and it also means that in the coming years, the amount of data we host on our open data website (known as the Development Data Library) […]

Read More →Getting Started with Usability Testing

Read More →Getting Started with Usability Testing

At Last: User Experience Performance Descriptions!

At Last: User Experience Performance Descriptions!

To improve your digital systems with user experience (UX), you need people. And to get people in government, you need position descriptions. While DigitalGov has collected a wide variety of position descriptions, I thought I would create a post specifically on UX positions, and explain the difference between these jobs. Yes, there is overlap. But […]

Read More →At Last: User Experience Performance Descriptions!

Read More →At Last: User Experience Performance Descriptions!

GoodGovUX Addresses UX of IT Contracts

GoodGovUX Addresses UX of IT Contracts

How do you define user experience (UX)? That was the question posed to more than 100 people at the GoodGovUX event at the Artisphere in Arlington, Virginia, on February 24th. Attendees learned how government can improve the user experience of digital products, from intranets to forms to good ol’ fashioned websites. GoodGovUX co-founder Keith Deaven […]

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Read More →GoodGovUX Addresses UX of IT Contracts

The Usability ‘Aha!’ Moment: How to Turn Cynics into Converts

The Usability ‘Aha!’ Moment: How to Turn Cynics into Converts

User Experience (UX) is the comprehensive experience a person has when using a product or application, and usability is the ease of use (or lack thereof) when using it. Many of us have discovered the vast advantages of evaluating usability on our own; however, getting others to jump on board is often a different story. […]

Read More →The Usability ‘Aha!’ Moment: How to Turn Cynics into Converts

Read More →The Usability ‘Aha!’ Moment: How to Turn Cynics into Converts

Persona Development Case Study: NCI and Spanish Language Outreach

Persona Development Case Study: NCI and Spanish Language Outreach

Government websites need to address the needs of diverse audiences. Although translations are a first step towards engaging non-English speaking audiences, the intended audience may be alienated if information is not presented in a culturally relevant way. The National Cancer Institute (NCI) engaged in user experience research in order to better serve the U.S. Latino […]

Read More →Persona Development Case Study: NCI and Spanish Language Outreach

Read More →Persona Development Case Study: NCI and Spanish Language Outreach

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