{
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    "title" : "Redesigning with Customer Feedback: Child Support Enforcement Usability Case Study |Digital.gov",
    "description": "Redesigning with Customer Feedback: Child Support Enforcement Usability Case Study",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/08/19/redesigning-with-customer-feedback-child-support-enforcement-usability-case-study/index.json","item" : [
    {"title" :"Redesigning with Customer Feedback: Child Support Enforcement Usability Case Study","summary" : "The Federal Office of Child Support Enforcement at the Administration for Children and Families had a visually appealing website after an agency-wide redesign of program websites. The problem: Key stakeholders complained they could no longer easily find needed information. Their feedback prompted us to facilitate a UX-minded focus group to recommend improvements that met both users’ business needs and the redesign goals.","date" : "2014-08-19T01:00:49-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"crystal-peeler" : "Crystal Peeler"},"topics" : {
        
            "customer-experience" : "Customer experience",
            "design" : "Design",
            "research" : "Research",
            "usability" : "Usability",
            "user-experience" : "User experience"
            },"branch" : "bc-archive-content-3",
      "filename" :"2014-08-19-redesigning-with-customer-feedback-child-support-enforcement-usability-case-study.md",
      
      "filepath" :"news/2014/08/2014-08-19-redesigning-with-customer-feedback-child-support-enforcement-usability-case-study.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/08/2014-08-19-redesigning-with-customer-feedback-child-support-enforcement-usability-case-study.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/08/2014-08-19-redesigning-with-customer-feedback-child-support-enforcement-usability-case-study.md","slug" : "redesigning-with-customer-feedback-child-support-enforcement-usability-case-study","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/08/19/redesigning-with-customer-feedback-child-support-enforcement-usability-case-study/","content" :"\u003cp\u003eAfter an agency-wide redesign of program websites that targeted the public and prioritized a common “look and feel,” the federal Office of Child Support Enforcement at the Administration for Children and Families had a \u003ca href=\"http://www.acf.hhs.gov/programs/css\"\u003evisually appealing website\u003c/a\u003e. The problem: Key stakeholders—state and tribal child support agencies, employers, and other partners who deliver program services and access the site daily—complained they could no longer easily find needed information.\u003c/p\u003e\n\u003cp\u003eTheir feedback prompted us to facilitate a UX-minded focus group to recommend improvements that met both users’ business needs and the redesign goals.\u003c/p\u003e\n\u003ch3 id=\"virtual-focus-group\"\u003e“Virtual” Focus Group\u003c/h3\u003e\n\u003cp\u003eWe wanted the focus group to include representatives from several states and users with varying expertise in policy, training, and systems areas. We knew that a traditional focus group—one that meets in a room—wouldn’t work. We needed a more fluid way to do our user testing and gather feedback, so we created a virtual focus group. During the iterative process, we got feedback and tested new designs in real time with participants from across the country! Here are a few of the most significant changes we made:\u003c/p\u003e\n\u003ch3 id=\"problem-1-difficult-to-navigate\"\u003eProblem 1: Difficult to Navigate\u003c/h3\u003e\n\u003cp\u003eAlthough we have three levels of landing pages, users couldn’t access all the sub-levels from the navigation bar.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/08/948-x-599-OCSE_1a.jpg\"\u003e\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/08/600-x-379-OCSE%5c_1a.jpg\"\n    alt=\"600-x-379-OCSE\\_1a\"/\u003e\u003c/div\u003e\n\n\u003c/a\u003e\u003c/p\u003e\n\u003ch3 id=\"solution-expand-navigation-menu\"\u003eSolution: Expand Navigation Menu\u003c/h3\u003e\n\u003cp\u003eBy expanding the navigation bar to show all the pages that exist under a main section, users can access second and third tier pages directly from the navigation bar.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/08/911-x-537-OCSE_2a.jpg\"\u003e\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/08/600-x-354-OCSE%5c_2a.jpg\"\n    alt=\"600-x-354-OCSE\\_2a\"/\u003e\u003c/div\u003e\n\n\u003c/a\u003e\u003c/p\u003e\n\u003ch3 id=\"problem-2-new-design-layout-not-useful-for-all-pages\"\u003eProblem 2: New Design Layout Not Useful For All Pages\u003c/h3\u003e\n\u003cp\u003eThe design layout with tile images didn’t work for the policy page. It was too restrictive and allowed only a few policy documents to be featured at a time. Users wanted a list of all policy documents they could easily scan and sort by type and year.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/08/710-x-744-OCSE_3a.jpg\"\u003e\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/08/600-x-629-OCSE%5c_3a.jpg\"\n    alt=\"600-x-629-OCSE\\_3a\"/\u003e\u003c/div\u003e\n\n\u003c/a\u003e\u003c/p\u003e\n\u003ch3 id=\"solution-redesigned-page-layout-to-provide-list-and-sorting-tool\"\u003eSolution: Redesigned Page Layout to Provide List and Sorting Tool\u003c/h3\u003e\n\u003cp\u003eThe new design layout allows access to all policy documents users can sort by type and year.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/08/837-x-709-OCSE_4a.jpg\"\u003e\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/08/600-x-508-OCSE%5c_4a.jpg\"\n    alt=\"600-x-508-OCSE\\_4a\"/\u003e\u003c/div\u003e\n\n\u003c/a\u003e\u003c/p\u003e\n\u003ch3 id=\"problem-3-difficulty-finding-commonly-used-resources\"\u003eProblem 3: Difficulty Finding Commonly-Used Resources\u003c/h3\u003e\n\u003cp\u003eDuring focus group sessions, we learned that state representatives wanted quick access to their most-requested resources. They didn’t want to search our library for the same resources over and over again.\u003c/p\u003e\n\u003ch3 id=\"solution-quick-links\"\u003eSolution: Quick Links\u003c/h3\u003e\n\u003cp\u003eThe new “Quick Links” feature puts these frequently-used resources at their fingertips.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/08/757-x-444-OCSE_5a.jpg\"\u003e\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/08/600-x-352-OCSE%5c_5a.jpg\"\n    alt=\"600-x-352-OCSE\\_5a\"/\u003e\u003c/div\u003e\n\n\u003c/a\u003e\u003c/p\u003e\n\u003ch3 id=\"problem-4-no-easy-way-to-share-content\"\u003eProblem 4: No Easy Way to Share Content\u003c/h3\u003e\n\u003cp\u003eSince a significant part of our website is used by program staff at the state, regional and federal level for day-to-day operations, the focus group requested an option to easily share content with colleagues.\u003c/p\u003e\n\u003ch3 id=\"solution-added-share-button\"\u003eSolution: Added Share Button\u003c/h3\u003e\n\u003cp\u003eThe new share button allows readers to share content right from the page. For those who prefer social media, the share button is compatible with over 300 apps!\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/08/739-x-545-OCSE_6a.jpg\"\u003e\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/08/600-x-442-OCSE%5c_6a.jpg\"\n    alt=\"600-x-442-OCSE\\_6a\"/\u003e\u003c/div\u003e\n\n\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eWith the help of our core users and our parent agency, we now have the best of both worlds: A great new visual design that quickly delivers what our users need.\u003c/p\u003e\n\u003cp\u003e\u003cem\u003e\u003cstrong\u003eCrystal Peeler\u003c/strong\u003e is the Federal Communications Lead in the Office of Child Support Enforcement (OCSE).\u003c/em\u003e\u003c/p\u003e\n"}
  ]
}