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    Touchpoints offers a simple, flexible, and convenient way to start collecting customer feedback so you can focus on serving customers rather than managing surveys.

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News and Events on Research

226 posts

Case study: Removing barriers to applying for a presidential pardon

At the Department of Justice, Access DOJ and the Office of the Pardon Attorney (PARDON) partnered to simplify and streamline the presidential pardon application process. By conducting usability testing and gathering feedback, they identified key issues with the existing application, such as its complexity and length. See how redesigning the forms to be more accessible and understandable led to a more efficient process for both applicants and staff.— via Department of Justice

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Jun 06, 2024

How USAGov uses data to improve content

Each month, USAGov’s content designers spend many hours ensuring that the content on and USAGov en Español is up-to-date, accurate, and meets user needs. Learn how their team does holistic reviews of each topic section based on a rolling calendar with the goal of updating all content at least every 6 months.— via

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Apr 01, 2024 year in review: 2023 report

Learn what types of information people searched for on federal websites in 2023, see emerging trends the team is exploring to improve customers’ search experience in 2024, and check out three new updates. The data tab provides insightful summaries for 13 popular topic areas—and lists the public’s top 25 search terms, in their own words, for each.— via

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Mar 15, 2024
Annual Gathering

Spring 2024 Community Summit

Digital service experts across the federal government will share case studies and best practices on delivering a digital-first public experience.

Equity in action: GSA’s study on remote identity-proofing technologies

The Biden-Harris President’s Management Agenda (PMA) emphasizes an effective, equitable and accountable government. As part of this effort, the General Services Administration (GSA) is conducting a study on the equity of remote identity proofing. The study aims to assess and improve the accessibility and equity of remote identity verification technologies such as facial matching systems. Learn more about the context, purpose, and progress of the study, and how it supports GSA’s goal of enhancing digital government services and prioritizing equitable design practices.— via

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Mar 13, 2024

Balancing priorities and values

This article summarizes four priorities and values that simply take time: consideration of the public’s time, privacy, accessibility and equity, and scope.

Feb 08, 2024
This month the Design System team will talk about the development and rollout of their new accessibility tests for components.
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Next steps in the U.S. Web Design System’s inclusive usability research

USWDS Monthly Call - November 2023

The USWDS team will continue sharing our progress to improve ongoing research, publishing results and addressing recent findings.
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Speaking your language USAGov outreach approach to bilingual content

As a bilingual program, USAGov aims to give English and Spanish-language audiences the information they want in the cultural context they need. Here are a few main things the team learned when transcreating messaging through the USAGov and USAGov en Español outreach channels.— via

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Oct 31, 2023
Conducting user research with people with disabilities

USWDS Monthly Call - October 2023

This month, we’ll share progress and findings from our recent effort to improve our ongoing research practice.
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A website refresh in 3 months

A website redesign doesn’t have to be a big project. By approaching it as a process of iteration, we launched a refreshed site in the span of several weeks.— via 18F

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Sep 21, 2023
User experience (UX) experts across the federal government will share case studies and best practices during this virtual summit.

Increasing public participation in user research

Join GSA’s 10x team as they share their report on creative incentives and tools for increased public participation in user research.
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