Customer experience: beyond surveys
Want to measure customer experience? Surveys aren’t the only way! Consider these guiding questions to help your team select an approach based on what you want to learn.— via 18F
Human centered design
Take the guesswork out of service design by understanding people's needs.
More News and Events on Human centered design
114 posts
Learn about the USWDS component lifecycle, and how you can suggest a new component.
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2024
Designing with empathy
Discover the transformative power of empathy in design with USAGov’s benefit finder. From simplifying applications to a mobile-first approach, the revamped tool not only functions efficiently in two different languages and cultural contexts, but demonstrates the consideration for users in challenging situations. Explore how empathy turned a government service into a compassionate lifeline, creating a product that genuinely understands and meets people where they are.— via USA.gov
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
Why the American People Deserve a Digital Government
OMB released new policy guidance for government that includes a variety of actions and standards to help federal agencies design, develop, and deliver modern websites and digital services. Memo M-23-22, Delivering a Digital-First Public Experience, will make it seamless for the public to obtain government information and services online, and help agencies fully implement the 21st Century Integrated Digital Experience Act (21st Century IDEA).— via The White House
How a Small Team Modernized a Federal Website to Improve CX
The recent redesign of the Office of Natural Resources Revenue (ONRR) website stands as an example for agencies seeking to enhance their online platforms. ONRR’s Open Data, Design, and Development (ODDD) team played a pivotal role in this website transformation by embracing open data, user-centered design, accessibility, collaboration, and continuous improvement.— via Performance.gov
User Experience
Incorporating user experience practices into data-driven development of a biomedical software tool
Join the National Cancer Institute and a university-based researcher to discuss interpreting complex data.
2023
The 18F design chapter
Designing technology-enabled public services requires deep expertise in how different elements of the experience come together (or don’t!). The 18F design chapter comprises four discipline-specific cohorts — service design, user experience (UX) design, product design, and content strategy — each of which has a primary focus, with corresponding tools, methods, and techniques.— via 18F
Modernizing a federal government website with user-centered design
In this blog post, we break down our process for redesigning a federal government website (onrr.gov) into six detailed sections. This blog serves as a helpful guide for other agencies looking to do a major website redesign.— via Office of Natural Resources Revenue
The U.S. Web Design System (USWDS) and onrr.gov
The U.S. Web Design System (USWDS) includes five design principles that facilitate human-centered design. In this post, we look at the work our team does to make sure we’re meeting each principle.— via Office of Natural Resources Revenue
GSA Celebrates the 10th Anniversary of the Presidential Innovation Fellows (PIF) Program
GSA Celebrates the 10th Anniversary of the Presidential Innovation Fellows (PIF) Program—Since 2012, over 200 Presidential Innovation Fellows have supported initiatives at more than 50 agencies, providing expert advice in specialized disciplines such as artificial intelligence, data strategy, product management, human-centered design, software development, and digital strategy. These efforts have enhanced agencies’ abilities to provide the best customer experience for their stakeholders and the public. The PIF program plans to celebrate the anniversary over the next year with activities to highlight the program’s impact and community since it launched.— via General Services Administration
What Agile Looks Like at the Office of Natural Resources Revenue
Agile at the Office of Natural Resources Revenue (ONRR) started with 18F. They reflect on where they are today, five years later.— via Office of Natural Resources Revenue
Content Design for beta.ADA.gov: Writing for Action and Flexibility
Content Design for beta.ADA.gov: Writing for Action and Flexibility—18F worked with a team at the Department of Justice to redesign ADA.gov. They helped them launch beta.ada.gov, and designed new content for some of the most sought-after ADA topics.— via 18F
Strategy
Digital Meets Culture: Getting Your Culture in Line With Your Digital Strategy
Learn how digital service teams in government navigate through the currents of organizational culture and implement change at their agencies.
Join Digital.gov’s Web Managers Community as they host a discussion with panelists from the Lab at OPM, National Institutes of Health, Navy Bureau of Medicine and Surgery, and Presidential Innovation Fellows. The panel will discuss how to align culture and digital strategy to build better digital services.
2021
User Experience
2021 User Experience Summit
A 3-day remote summit covering User Experience (UX) management in the government.
2021
Words make digital experiences human-centered, and require just as much thought as the branding and code. As federal agencies strive to use human-centered design, they need to remember that words and design work together. See how interfaces rely on language, and how your writing can make or break an experience. Learn principles for UX writing that anyone who works on digital products can apply to their own work.
2021
Building a User-Centered Data Strategy
Building a User-Centered Data Strategy—Developing a data strategy is challenging, but 18F can help agencies with the process of creating an effective one. Our principles of user-centered design, agile, and iterative delivery can increase an agency’s chance for success in using data more effectively.— via 18F
Privacy
Security is Everyone’s Responsibility: Delivering Secure, Usable Login for Government
How login.gov incorporated human centered design and continuous discovery into their product development process to improve the user experience.
Learn how journey maps and service blueprints help teams better understand how people really use our sites and services to do what they need to do.
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2021
