Human centered design

Take the guesswork out of service design by understanding people's needs.

More News and Events on Human centered design

78 posts

Welcome to the New DHS.gov

Today, I am happy to announce the newly optimized DHS.gov website. Over the past year, DHS has worked behind the scenes to update and modernize our flagship website, making it faster and easier to use. Some of the specific differences you’ll see are: Compatibility for both desktop computers and mobile devices (phones and tablets) Cleaner,
Jun 09, 2016

The User-Centered Redesign of IdentityTheft.gov

I first came across the redesigned IdentityTheft.gov on Reddit, of all places. Someone had posted a link to the Federal Trade Commission’s (FTC) newly redesigned site and wrote: I hope this never happens to any of you as the entire thing can be really stressful. The identitytheft.gov website is a true breath of fresh air…You
Jun 01, 2016

Kids.Gov Reenvisioned

At USAGov, we always put our customers first. In the wake of our rebranding efforts, our desire to create a positive user experience across the organization has pushed us to turn a scrutinous eye toward Kids.gov — a site focused on providing information and resources to parents, teachers, and kids. In a cross-organizational effort, individuals
May 23, 2016

Accessible Workplace Technology: Signed, Sealed, Delivered

Last week, I had a brush with a bona fide music legend — the great Stevie Wonder. Was I starstruck? Of course. I’ve long admired his musical accomplishments and advocacy for people with disabilities. His appearance at the Grammy Awards in February highlighted once again the need to improve accessible technology, particularly in the workplace.
May 10, 2016

Redesigning We the People

Summary: Improving the way you engage with the White House through our online petitions platform In July 2015, we announced a big change in the way we would answer petitions on We the People. We committed to responding to you within a 60-day timeframe, whenever possible. We assembled a team of people dedicated to getting your policy questions and
May 02, 2016

The USAGov Bilingual Style Guide Is Now Online!

About a year and a half ago, the Federal Citizen Information Center—today called USAGov—embarked on a very ambitious task: integrating our content operations. We blurred lines that defined silos and adopted a bilingual content approach to offer a more consistent experience, regardless of language preference or point of access to our information. See more about
Apr 14, 2016
Josh Clark, one of the pioneers of touch Web design, and author of Tapworthy and Designing for Touch, published an excellent article on A List Apart analyzing How We Hold Our Gadgets that has a wealth of data and graphics about this interesting and emerging design challenge. Below are 5 notable lessons from the post: 1. Portrait (vertical) orientation dominates
Nov 10, 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
Jul 08, 2015

Creating a Veterans-Centered Experience Through ExploreVA

Good customer service includes user-centered design. For one digital team at the Department of Veterans Affairs, creating a veterans-centered experience started with one word: explore. The ExploreVA website provides a single location for veterans and their families to research the benefits that they may be entitled to receive. Benefits include health care, education, employment, and
May 01, 2015

Are FAQs Still Relevant?

Users have questions. Your content and website navigation can help them find answers, or potentially cause frustration. One tool for answering questions is up for debate: are FAQ sections still relevant in 2015, or are they a relic of bygone days? Nielsen Norman Group recently published two articles arguing for the continued use and usefulness
Apr 27, 2015

Why Your APIs Need Design Help

Anything built should be built right. It doesn’t matter if it’s built of wood, carbon nanotubes or code. So it’s encouraging that the practice of User-Centered Design—getting customer feedback at every stage of a project—is catching on with
Mar 16, 2015
Smartphone adoption rate continues to rise, but the screen sizes users adopt continue to evolve. According to preliminary data from the International Data Corporation (IDC) Worldwide Quarterly Mobile Phone Tracker, smartphone vendors shipped a total of 375.2 million units during the fourth quarter of 2014. IDC states that this was an increase of more than 25%, compared
Feb 10, 2015

7 Ways to Ignite User-Centered Design at Your Agency

So you’ve done a couple of usability studies, and a few people are starting to “see the light.” Now you’d like to take it to the next level and help your organization embrace user-centered design (UCD) as the philosophy that drives all your digital projects. But what is best way to do this? How can
Jan 27, 2015