News and Updates

Guest post by Cheryl Hackley who works in the Office of Public Affairs at the Federal Trade Commission. From my early days of using email, sites like MySpace, and later getting my first smartphone, it was a common practice for me to

As mentioned in previous blog posts, great efforts have been made in creating a Customer Experience program and a Customer Experience (CX) index in our Office of Citizen Services and Innovative Technologies (OCSIT) at GSA.

The National Science Foundation’s National Science Board has developed Science and Engineering Indicators for iPad. The application provides full content of the Science and Engineering Indicators (SEI) 2012 report –the latest edition available. From NSF, The biennial SEI report is a comprehensive source of high-quality, quantitative

(This is the first installment of an ongoing series charting the programs, events and people that make the emerging field of social media and data in government an exciting place to serve the public. Agencies are encouraged to submit their own stories for this travelogue of digital innovation.) From where I sit, I think we

How We Did It Last November, as part of revisiting the state of Mobile Gov, government mobile innovators identified a need for guidelines to help create amazing and engaging mobile user experiences. We convened a group to workshop around elements of mobile user experience with the

Mobile searching has become a fact of life. According to a recent study by Econsultancy, 67% of smartphone owners had used their device to search for information in the past 7 days. The infographic below describes what they are searching for–the majority of searches are for

On Feb. 15, 2013, a meteor weighing 10,000 metric tons exploded 14 miles above Chelyabinsk, Russia. Users flocked to NASA.gov for info, and we spiked to nearly 12 million page views that day, ~16 times the daily average. Our real-time analytics showed over 300,000 active visitors

I’m the kind of guy who loves tests. Not SATs, or BMI tests, but usability tests: connecting target customers with a government website and watching how they interact with it. Our DigitalGov User Experience Program (formerly known as First Fridays) has taught dozens of agencies how to conduct

Guest post by Brenda Wensil, Chief Customer Experience Officer for Federal Student Aid. Established in late 2010, FSA’s Customer Experience Office is responsible for identifying, measuring and reporting customer expectations and satisfaction with the financial aid services and products offered at Federal Student Aid. In my last post,

September is National Preparedness Month and there are a number of government mobile products to help you prepare for emergencies. FEMA‘s mobile app contains preparedness information for different types of disasters, an interactive checklist for emergency kits, a section to plan emergency meeting locations, information on how to stay safe and recover after a disaster, a

Looking to jumpstart your mobile website development? Check out the Web Experience Toolkit (WET) available on the Mobile Code Sharing Catalog. The toolkit includes reusable components for building and maintaining innovative Web sites that are accessible, usable, and interoperable. Developed as a collaborative open source project by the Government of Canada, the WET has reusable

A sure way to drive employees crazy is to never share what executives discuss or decide until a new mandate lands on the organization’s collective head. While senior leaders should expect some privacy in decision-making and debate, they should also expect to openly hold themselves accountable and to make sure their employees know where the

From the time they can grasp an object in their hands, children are reaching for electronic gadgets of all kinds—particularly our smartphones and tablets. The early adoption of mobile is growing each year as evidenced by this infographic from EveryDayFamily.com. 30 percent of 2- to

Guest post by Brenda Wensil, Chief Customer Experience Officer for Federal Student Aid (FSA). Established in late 2010, FSA’s Customer Experience Office is responsible for identifying, measuring and reporting customer expectations and satisfaction with the financial aid services and products offered at Federal Student Aid. The launch of StudentAid.gov in July 2012,

Following up on their mobile website, the Social

A few weeks ago, the Go.USA.gov URL shortener introduced several new features to improve the user experience. Go.USA.gov now offers users faster speeds and downloadable metric information about their links. The service, which launched in 2009, gives government agencies the ability to provide trustworthy shortened links to their audience. Just

A recent survey of 100 retailers by EPiServer found that 46 percent of those with a mobile strategy in place and 74 percent of those planning to launch one soon said they are using mobile primarily to increase customer loyalty or provide a more personalized experience for

The Digital Analytics Program (DAP) is delighted to announce the launch of a DAP user group and new training program. These initiatives will support DAP users in getting the most from their implementation. The kick-off for this user group will be on Thursday, September 12, 2013, when we will

Usability and accessibility are slightly different lenses to assess user experience. It is possible to be strong in one area and weak in the other. Using either approach alone could result in an inaccurate view of your site’s user experience. Evaluating your website with both usability and accessibility in mind gives all users the best

The General Services Administration has made a mobile version of its eBuy website. The mobile site provides ease of access to small