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Guidance on building better digital services in government
Improving customer experience drives better results in the federal government
231 posts
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.
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.
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.
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.
GSA’s customer experience team has released a federal buying guide to aid agencies with buying CX Services.
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
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 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
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.
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?
A look at how FEMA responds to user needs and bugs in their app development.
Helpful lessons from the National Center for Complementary and Integrative Health (NCCIH) on the redesign of an intranet.
How one team used journey mapping to improve the customer experience for newly naturalized citizens attempting to travel abroad.
Learn how measuring customer experience helped inform and guide website development at Peace Corps.
Joel Minton, a member of the U.S. Digital Service, is working with GSA’s Technology Transformation Service as the director of login.gov. Tom Mills is the Chief Technology Architect at U.S. Customs and Border Protection. In early April, the U.S. Digital Service and 18F launched login.gov, a single sign-on solution for government websites that will enable
Since 2007, a major consulting firm has conducted an annual survey on organizations’ “Digital IQ.” In the ten years of organizations grappling with digital transformation, what has been learned?
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
Digital.gov
An official website of the U.S. General Services Administration
