Customer experience and human-centered design
Customer experience is the application of design within a business context to craft the human experience.
Blogs
Government teams are improving digital experiences every day. Gain insights from their stories, case studies, and innovations.
This month the Design System team will talk about the development and rollout of their new accessibility tests for components.
Watch Video
2024
Accessibility testing: Creating digital services everyone can use
Making sure that USA.gov and USAGov en Español remain accessible to people with disabilities is essential. The product team shares four testing tips they’ve learned to help ensure that everyone has equal access to digital products and services. — via USA.gov
GSA Issues Report to Congress Highlighting Need for Improvement in Federal Government Section 508 Compliance
The report, the FY23 Governmentwide Section 508 Assessment, evaluates reporting entities’ adherence to the criteria established by the White House Office of Management and Budget (OMB) in coordination with GSA, the White House Office of Science and Technology Policy (OSTP), and the U.S. Access Board (USAB). It provides a baseline and recommendations for strengthening compliance initiatives and enhancing Section 508 activities across the federal government. — via General Services Administration
OMB Releases Digital Accessibility Guidance to Ensure All Americans Have Ability to Access Critical Government Resources
The Biden-Harris Administration is championing inclusivity by requiring federal agencies to prioritize accessibility in the digital space, recognizing the gap in access for the 61 million Americans with disabilities on nearly half of popular federal government websites. The new guidance mandates rigorous testing, inclusion of individuals with disabilities in design processes, and the incorporation of experts in procurement, emphasizing a commitment to universal access. Read more to discover how these measures aim to change the federal digital experience for all Americans. — via The White House
Amplifying customer voices
Understand how to use natural language processing and advanced analytics to gain insights on high-impact service performance and survey design.
Less is more: Improving the public’s web search experience with filters
Explore the evolution of search experiences on federal websites as Search.gov introduces customizable search filters, providing users with the same flexibility familiar from e-commerce sites. Devolve into the NASA case study, uncovering how this innovative feature enhances accessibility and efficiency for a seamless user journey. — via USA.gov
Making GSA’s public art collection more accessible
GSA’s Fine Arts team recently leveraged modern product development practices to launch the new collection website.
Sharing artifacts and outputs from research
Have you conducted user research and are now wondering which artifacts or outputs you can share and with whom? 18F provides tips on determining your target audiences, using discretion for sensitive data, and ensuring that such work complies with the Paperwork Reduction Act (PRA). — via 18F
Extended comment period on draft FedRAMP memo
The Office of Management and Budget (OMB) is requesting public comment on a new draft memorandum to strengthen and enhance the Federal Risk and Authorization Management Program (FedRAMP). The comment period for the Modernizing the Federal Risk and Authorization Management Program (FedRAMP) memo has been extended to December 22, 2023. — via FedRAMP
Delivering on 21st Century IDEA: A case study from the GSA SmartPay team (Part 3)
A GSA SmartPay product owner shares her experience designing user-centered, accessible content for multiple audiences.
Delivering on 21st Century IDEA: A case study from the GSA SmartPay team (Part 2)
A GSA SmartPay product owner shares his experiences as a first-time product owner in a government agile development project.
Delivering on 21st Century IDEA: A case study from the GSA SmartPay team (Part 1)
The GSA SmartPay program, the largest government charge card and commercial payment solutions program in the world, celebrated their 25th anniversary by launching three new websites with a user-centered, agile approach.
Managing a high-performing dream team in the federal government
Discover how the Open Data, Design, and Development (ODDD) team at the Office of Natural Resources Revenue (ONRR) transformed their federal projects with Agile methodologies, creating a culture of collaboration, accountability, and openness. From unique sprint names to engaging traditions and innovative knowledge-sharing practices, this blog post offers insights into building a high-performing dream team in government. — via Office of Natural Resources Revenue
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.
Watch Video
2023
Defining benchmarks and targets for intranet KPIs
Discover the keys to intranet success by harmonizing objectives, metrics, benchmarks, and targets. Elevate your organization’s intranet to new heights!
The CFPB Language Access Plan for consumers with limited English proficiency
The Language Access Plan describes the CFPB’s policy and how the CFPB’s language access activities are implemented across operations, programs, and services. — via Consumer Financial Protection Bureau
Cultivating a dynamic career in user experience
Dynamic careers are derived from creativity, accountability, influence and strategic planning. Learn about how enhancing job skills builds resilience in today’s work environment.
2023 Federal Customer Experience (CX) Summit
The inaugural Federal CX Summit will be held November 16th, 2023. Featured speakers from across government will share how to focus on delivering impact to customers and building CX capacity, and will discuss innovations, trends, and technologies that can be leveraged to enhance customer experience at federal agencies. Register to attend this virtual event co-hosted by the Customer Experience Center of Excellence (CX CoE), 18F, and the CX Community of Practice. — via The Centers of Excellence
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 USA.gov
