UX

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

UX Exponential: State Department Turning Bad User Experiences into Good

Apr 7, 2016 |

How many times a day do you have a bad user experience? Did you have one: Riding the metro to work this morning this morning? Waiting for your email to open? Watching a way-too-long training video? Trying to find your way around a new-to-you building? How many times have you thought, “there has to be Read »

Three Teams Using the Draft U.S. Web Design Standards Talk about Their Experiences

Apr 6, 2016 |

In the five months since we launched the Draft U.S. Web Design Standards — the U.S. government’s very own set of common UI components and visual styles for websites — over a dozen websites have used components of the Draft Standards on their sites. Recently, we talked to three federal web designers about their experiences Read »

How to Integrate the Draft U.S. Web Design Standards into Existing Projects

Mar 25, 2016 | , ,

One of the most common questions we receive is: Should I integrate the Draft U.S. Web Design Standards into my existing project? The answer is: it depends. A lot of design research supports the notion that many people who use government websites or services may benefit from consistency across interactions, user experiences, and behavior across Read »

Making the Draft U.S. Web Design Standards Better Through Your Feedback

Mar 16, 2016 | ,

Since our launch of the Draft U.S. Web Design Standards last September, hundreds of people have provided feedback on the project through GitHub issues and via email. We’ve received dozens of feature requests as well as over 400 contributions from the open source community. Read »

Picture This: 3 Ways to Zoom In On Cross-Agency Collaboration

Mar 4, 2016 |

Cross-agency collaboration in the federal government has become a prevalent topic, more widely spoken and written about in the recent past than ever before, thanks, in part, to a bigger-than-ever focus on customer experience as a way of thinking within government. Rising customer expectations, advances in technology, and recommendations from government oversight organizations continue to Read »

How People Learn to Navigate Government Services

Mar 3, 2016 | , ,

This is part three of a series detailing the findings of a team of researchers from 18F and the General Services Administration who studied broad trends in people’s perceptions of and interactions with the government. You can find the introduction to the series on our website and a complete pdf of the research findings on Read »

Informing the Future of the Federal Front Door

Mar 1, 2016 | , , ,

In our last post, we introduced the Federal Front Door project and briefly described a six-week discovery phase, in which we set out to better understand how the general public feels about and interacts with the federal government, so that we can design and build products that improve people’s experience across government agencies. We think Read »

Paying Incentives for Federal User Research

Feb 10, 2016 |

Paying incentives to test participants is standard practice in research and usability testing. While some people may be willing to participate for free, many aren’t. Incentive payments help ensure people will take the time to travel to your office and give you 30, 60 or even 90 minutes of their time. However, government researchers and Read »

Tips for Hallway Testing from NIH

Jan 14, 2016 | ,

Over the course of the last year, the National Library of Medicine (NLM) has sought to increase its use of usability testing to improve the user experience on our Web resources. To do this, we conducted hallway usability testing at the NIH Clinical Center on NLM’s site search feature. Our goal is to update the Read »

How ABMC Got Started with Mobile App Development

Dec 31, 2015 |

In the sea of apps, users get choosey with which apps can take up space on their phone. With one uninstall click the user can decide to breakup with the app if they have a bad experience. To keep your app from being all alone, the MobileGov Community of Practice put together six Mobile User Read »

The Data Briefing: Design for Developer Experience (DX) and Data Prosumer Experience (DPX)

Dec 30, 2015 |

Recently, DigitalGov devoted an entire month to exploring how good user experience (UX) helps government design better digital products and services. UX is the art and science of understanding how people will use a website or mobile app to solve a problem or meet a need. UX is a combination of neuroscience, communication theory, information Read »

How FSA Revamped Their Online Presence with Mobile Moments in Mind

Dec 17, 2015 |

Let the mic drop! Mobile moments are created with the expectation that an app can stun the crowd. Do not let your audience down; they may never come back. Federal Student Aid (FSA), in an effort to provide better customer service, decided to build a mobile-responsive website. Kaegy Pabulos, a Borrower Experience Specialist and project Read »

Best Practices for Remote User Experience Research

Dec 10, 2015 |

Once simply an idea, remote data gathering is now a very important reality in UCD (user-centered design) work. However, there are some challenges, particularly when your agency serves the entire nation and all of the groups in it. Identifying and finding solutions for these issues will help you best use this important tool. One of Read »

The Content Corner: Good UX Needs Good Content

Nov 23, 2015 |

As DigitalGov focuses on user experience this month it is good to remember one harsh truth: You cannot have a good user experience with bad content. It is important to keep a “content first” strategy in place during any website redesign or new site development. It is so easy for the various disciplines involved in Read »

UX vs. CX: What’s the Dif? Part 2

Nov 20, 2015 |

In honor of World Usability Day, which happened on November 12, we’d like to demystify two extremely important and oft-confusing acronyms—CX and UX. Customer Experience (CX) and User Experience (UX), while related, focus on different aspects of service delivery. Read »

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