Zero Pageviews Is Your Goal: Finding Problem Pages with Website Analytics
Improve customer experience by turning your website analytics upside down to track the numbers for pages you DON’T want visitors to see.
Customer experience
Improving customer experience drives better results in the federal government
More News and Events on Customer experience
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Plain Language
2020 Federal Plain Language Summit
Join us for discussion from government and private-sector leaders on how to advance plain language in government communications. Hear lessons learned and victories of every size.
2020
6 Ways Government Innovators Are Building Stronger Public Services
Learn how federal agencies are using AI, data, cloud computing, customer experience, and the TTS tech stack to improve civic resources for all Americans.
Measure Performance to Make Continuous Improvements
This week, we’re exploring what it means to measure performance, and we’re taking a look at how listening to customers is the best way to continuously improve websites and digital services.
Build Sites to Address the Entire User Journey
This week, we’re exploring what it means to understand the user experience, and we’re taking a look at ways to use journey mapping to find opportunities for improving products and services.
Promote Continuity to Better Support Customer Journeys
This week, we’re exploring what it means to promote continuity, and we’re taking a look at ways to use service design to deliver a great experience.
Experimenting with SpecialAnnouncement Markup (Updated June 09, 2020)
What USA.gov learned during its pilot with SpecialAnnouncement markup to make COVID-19 information easier to find in search results, now updated to reflect changes by major search engines.
A Guide For Agencies Building CX Capacity
GSA’s customer experience team has released a federal buying guide to aid agencies with buying CX Services.
Connecting Americans to Coronavirus Information Online
The American people need access to the most up-to-date public health guidance and information on coronavirus testing facilities. To help Americans find coronavirus information online, incorporate Schema.org’s new standard tags into all web pages related to COVID-19. — via The White House
In this meeting, we’ll talk about readability audits and formulas and how they work—and don’t work—to improve web content and the users’ experience.
Watch Video
2020
2020
Taking a Look at the USAGov Analytics Dashboard
The USA.gov’s team launched a new analytics dashboard that shows the top pages and topics that are trending on USA.gov and USA.gov/espanol. This gives agencies a better window into the information the public needs most so they can prioritize that information and make it more accessible to their users. — via USA.gov
The Most Popular Questions from the Public
The team at USAGov analyzed more than 13,000 chats and phone calls from the public, in both English and Spanish, and then tagged these inquiries by popular topic area. These are the top questions our government-wide contact center received over the last four months. — via USA.gov
Technology Transformation Begins With People: Closing the Human-Technology Gap
GSA's Technology Transformation Services is prototyping a human-centered approach to cultivating an environment of lifelong learning to attract and retain the best talent to serve our citizens.
Prototyping Engagement Workshops for the Future of Federal Data, Dashboards, and Storytelling
User-centered design is critical for meetings—from the front lines to C-suite. How might we host more hands-on learning sessions and experience exchanges to improve and customize the way the federal workforce communicates to diverse stakeholders?
Building Trust with Users Through Open Communication and Feedback
A look at how FEMA responds to user needs and bugs in their app development.
Join the CX Community for their first meeting of 2018 where CRM in government will be discussed.
2018
Journey mapping the customer experience: A USA.gov case study
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
User Experience (UX) vs. Customer Experience (CX): What’s the Dif?
“User Experience” and “Customer Experience.” They sound pretty similar, right? Well, here at the Office of Citizen Services and Innovative Technologies, we look at it like this: User Experience (UX) deals with people interacting with your product and the experience they receive from that interaction. UX is measured with metrics like: success rate, error rate,
