UX

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

With Measurable Usability Goals – We All Score

Oct 28, 2013 |

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, Read »

Mobile First

Sep 30, 2013

Mobile First is the idea that web sites should first be designed for mobile devices, including only those tasks/items that website visitors use most. Then as screen real estate increases, add in tasks/features as needed based on user priority. This means the site Read »

Plain Language Ninja

Sep 26, 2013 |

A few days ago a coworker asked me to look at a paragraph. He said it was on the top customer service priorities in our division. So I scooted my chair over and looked at it. Then I looked at him and asked, “But what Read »

Mobile Gov User Experience Guidelines and Recommendations: Content

Sep 23, 2013

Content refers to the various types of material in different formats, such as text, images and video, that provide information to the user (it also fits into a mobile product’s information architecture). From the 42 Mobile Gov User Experience guidelines and recommendations released last week, you deemed Read »

Making Mobile Gov: User Experience Recommendations

Sep 18, 2013 |

How We Did It Last November, as part of revisiting the state of Mobile Gov, government mobile innovators identified a need for guidelines to help create amazing and engaging mobile user experiences. We convened a group to workshop around elements of mobile user experience with the Read »

StudentAid.gov’s 1st Year: What We’ve Learned and Where We’re Going

Sep 13, 2013 |

Guest post by Brenda Wensil, Chief Customer Experience Officer for Federal Student Aid. Established in late 2010, FSA’s Customer Experience Office is responsible for identifying, measuring and reporting customer expectations and satisfaction with the financial aid services and products offered at Federal Student Aid. In my last post, Read »

StudentAid.gov: Improving the College Financing Experience

Sep 6, 2013 |

Guest post by Brenda Wensil, Chief Customer Experience Officer for Federal Student Aid (FSA). Established in late 2010, FSA’s Customer Experience Office is responsible for identifying, measuring and reporting customer expectations and satisfaction with the financial aid services and products offered at Federal Student Aid. The launch of StudentAid.gov in July 2012, Read »

Looking at User Experience through Two Lenses

Aug 30, 2013 |

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 Read »

Improving the User Experience with the Usability.gov Reboot

Jul 30, 2013 |

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 Read »

Understanding Your Customer

Jul 25, 2013 |

Do you know who your customers are? And what they expect from your organization? One of the most critical components of a successful customer experience program is to understand your customer. The first step is knowing who your customers are. Are they veterans, students, senior citizens or other federal workers? In some cases your customers Read »

6 Easy Ways to Improve User Experience on Websites

Jun 28, 2013 |

If you want a better user experience on your government website, there’s a simple secret: early planning. Good designers know that it’s much more difficult to make changes to something after it’s built than before. This is true for Read »

Army.mil – Usability Case Study

Jun 19, 2013 |

If you want to make a website more efficient and user friendly, then it’s not enough just to have your most valuable information on the site. People are busy—they want to find what they’re looking for, and they want it fast. You don’t always need to redesign an entire site to make things easier to Read »

5 Steps for Delivering a Better Customer Experience

Jun 19, 2013 |

Everyone wants to know how to provide outstanding customer experience in government. It can be difficult, because everyday our customers are also doing business with companies like Starbucks, Zappos, and Virgin America, that excel in customer service. Read »

CDC’s Solve the Outbreak App

Jun 18, 2013

Mobile Gov Experiences are agency stories about creating anytime, anywhere, any device government services and info. This entry is a story shared by Centers for Disease Control and Prevention. Centers for Disease Control (CDC) launched a free, educational iPad app called “Solve the Outbreak,” which lets users play Read »

Tips for Creating Great Digital Content for Kids

Jun 17, 2013 | , ,

Great websites for kids have many of the same features as websites for adults, but some key differences are worth noting when writing digital content for kids or teens. Kids have short attention spans, so it’s important to keep your site engaging, fun, Read »