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Katie Messner

Katie Messner is the Web Manager for the Usability.gov Program, Digital Communications Division, ASPA, U.S. Department of Health and Human Services (HHS).

Creating Cross-Channel Experiences

One of the most important jobs for an organization is to think about the entire ecosystem of their brand and what the user experience is across each channel. Whether it is through accessing information on your site through various devices, calling a help line, engaging through social media, and/or having a face-to-face conversation, there may be any number of combinations for how people interact with your organization. And the expectation is that the tone, interactions, functions, and visual design will all be cohesive.

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With Measurable Usability Goals – We All Score

Setting measurable usability goals will help your team to assess the performance of your site throughout development. Whether your assessment is at the beginning of the process, throughout iterative wireframe testing, after release, or all of the above, bench marking and improving on task performance can only improve the usability of your site. Measuring Top Task Completion The most effective usability goals measure the ability for users to complete top tasks when visiting your site.

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Looking at User Experience through Two Lenses

Usability and accessibility are slightly different lenses to assess user experience. It is possible to be strong in one area and weak in the other. Using either approach alone could result in an inaccurate view of your site’s user experience. Evaluating your website with both usability and accessibility in mind gives all users the best possible user experience. What is Usability? Usability relates to the how easy things are to use.

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Improving the User Experience with the Usability.gov Reboot

Plan and analyze. Write and design. Test and refine. As Web Manager for Usability.gov, I have found that taking a user-centered approach is vital each time you improve or build a digital product, especially when the content is about improving user experience. In our recent reboot of Usability.gov we put our own advice to the test by evaluating the existing site and analyzing the extensive feedback on the concepts for the redesign.

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