Personas

The Data Briefing: How to Build a Chatbot in a Weekend

Sep 27, 2017 |

As chatbots have become more popular, some online sites will let you create a chatbot with little or no programming. Read »

The Data Briefing: How to Build a Chatbot in a Weekend

Shedding Light on Underserved Users through Research

Aug 17, 2017 |

How user interviews helped spotlight the needs of a previously forgotten group. We may not like to admit it, but, most web services or sites have users that (for whatever reason) just aren’t well understood—and in turn, not well served. Conducting user interviews and making sure you get good participation from those groups can help Read »

Improving Customer Experience with Digital Personas

Jun 20, 2017 |

Keeping the customer’s needs front and center is important when developing new digital tools. We recently developed a set of user personas as part of our work to establish a more robust—and data informed—understanding of the individuals that engage digitally with the National Archives (NARA). User personas are fictional, but realistic representations of key audience Read »

Voices of Veterans: Introducing Personas to Better Understand Our Customers

Sep 29, 2016 |

Understanding our Veterans and their unique needs and experiences is at the heart of creating a more Veteran-centered VA. By listening to their voices and the stories they share, we can design services and experiences that meet the needs of Veterans. Taking a step towards a deeper understanding of our Veterans, in the fall of Read »

Government Product Managers Play a Key Role in UX

Nov 27, 2015 |

Government product managers sit at the intersection of three circles—business, design and technology. We play a key role in user experience (UX), because we are tasked with understanding users to build a product that is desirable and viable. This product could be a paper or online form, a website or a mobile app. Product management Read »

National Customer Service Week Is Over, but Our Work Is Not!

Oct 20, 2015 |

Get your customer personas right, and you will improve the customer experience (CX) for the rest of your audience. That’s advice Rick Parrish from Forrester Research gave in response to an audience question during the September 29 DigitalGov University webinar on the state of CX in the federal government. Your key customers are those that are most important to the organization, and often most Read »

Journey Mapping the Customer Experience: A USA.gov Case Study

Aug 12, 2015 | ,

Journey maps are a visual representation of a customer’s end to end journey with your product or service. They are a powerful tool for exploring key interactions and experiences with your organization, programs, and/or services. Journey maps describe a customer’s entire journey, even the parts that occur before and after contact with your organization. They Read »

2015 Customer Service Trends: a Mid-Year Update

Jul 8, 2015 |

Earlier this year, we published 15 Government Customer Service Trends for 2015. We’re halfway through the year now—how are these trends holding up? 1. Centralized Customer Offices A few agencies have created centralized customer offices, while others question the need for a single organization that focuses on the customer. As the public’s overall satisfaction with Read »

Getting to Know Your Users: Tips and Tricks from Veterans Affairs

May 29, 2015 | ,

Design research isn’t rocket science. But for many of us in the federal government, it can seem daunting and unfamiliar. We’re here to to help demystify the process of design research for those of you ready to wade into the waters. We’ve both done our fair share of design researching at the Department of Veterans Read »

The Content Corner: Connecting With Customers at Labor

May 18, 2015 |

Here at DigitalGov, customer service is a focal theme during the month of May, and by some type of cosmic chance, I was invited to share my insights on content strategy and content creation at a Customer Service Community of Practice event at the Department of Labor. The event focused on topics I commonly discuss here Read »

Government Services Through a Life Events Approach

May 15, 2015 |

The federal government is increasingly focused on designing and delivering citizen-centered services with enhanced experiences that deliver value to customers. These ideals are established in the Presidential Management Agenda Customer Service Cross-Agency Priority Goal, the Digital Government Strategy, and various open government activities. Designing services to be responsive to be life events that drive public Read »

Customer Experience Roundup 2015

May 11, 2015 |

This month, our round up focuses on customer experience (CX). As I was rounding up the CX events and articles we’ve shared on DigitalGov over the past year, I realized that CX touches all of the work we do. From Web to mobile to contact centers and social media, we need to not only be Read »

USA.gov in Beta: Tell Us What You Think

May 4, 2015 |

Thirteen years in digital is an eon, and on the eve of its 13th birthday, we at USA.gov found ourselves reckoning with a mid-life crisis. In the thirteen years since Firstgov.gov was launched (and ten years for FirstGov en Español), the sheer volume and sophistication Read »

Trends on Tuesday: The Total Market Approach

Apr 21, 2015 |

Your audience is not homogenous. No matter the agency, target audiences are not only diverse, they are diverse on a multitude of factors. Recently, evolving trends in multicultural marketing have gained attention as organizations adjust their marketing and outreach strategies to meet 21st century realities. Marketers who recognize the need for a coherent, effective multicultural Read »

The Content Corner: Finding Your Voice

Apr 20, 2015 |

No, this is not another post about podcasting but about a different voice entirely. It is the words you use, the conversation that you are having with your users. Is your content using the most effective language possible to communicate and to convey emotions like trust or empathy? As an article from Larsen Design states, Read »