Crystal Peeler

Crystal Peeler is the Federal Communications Lead in the Office of Child Support Enforcement (OCSE).

Redesigning with Customer Feedback: Child Support Enforcement Usability Case Study

After an agency-wide redesign of program websites that targeted the public and prioritized a common “look and feel,” the federal Office of Child Support Enforcement at the Administration for Children and Families had a visually appealing website. The problem: Key stakeholders—state and tribal child support agencies, employers, and other partners who deliver program services and access the site daily—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.

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