{
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    "title" : "Uncovering impactful solutions through user research |Digital.gov",
    "description": "Uncovering impactful solutions through user research",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/10/04/uncovering-impactful-solutions-through-user-research/index.json","item" : [
    {"title" :"Uncovering impactful solutions through user research","summary" : "Get an overview of what user research and user testing are in a federal context. Learn what policies apply and what resources are available.","date" : "2024-10-04T16:30:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"frances-carden" : "Frances Carden"},"topics" : {
        
            "accessibility" : "Accessibility",
            "digital-service-delivery" : "Digital service delivery",
            "research" : "Research",
            "usability" : "Usability",},"branch" : "bc-archive-content-3",
      "filename" :"2024-10-04-uncovering-impactful-solutions-through-user-research.md",
      
      "filepath" :"news/2024/10/2024-10-04-uncovering-impactful-solutions-through-user-research.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2024/10/2024-10-04-uncovering-impactful-solutions-through-user-research.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2024/10/2024-10-04-uncovering-impactful-solutions-through-user-research.md","slug" : "uncovering-impactful-solutions-through-user-research","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2024/10/04/uncovering-impactful-solutions-through-user-research/","weight" : "1","content" :"\u003cp\u003eThe purpose of user research is to understand the needs and behaviors of your users so you can develop a product or service that supports them. Combined with user testing, it helps ensure that your product or service meets the needs of your users.\u003c/p\u003e\n\u003ch2 id=\"types-of-user-research\"\u003eTypes of user research\u003c/h2\u003e\n\u003cp\u003eThere are two types of user research: generative, and evaluative.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eGenerative research\u003c/strong\u003e helps you discover behaviors and problems in the current environment. This is the type of research you’ll use most when you first start a user research exercise. Examples of generative research include observations (i.e., watching the user do something) and user interviews.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eEvaluative research\u003c/strong\u003e takes place after you have a potential solution in mind. You use this type of research to pilot your solution with real users to see how it works. Examples of evaluative research include \u003ca href=\"https://digital.gov/topics/usability/\"\u003eusability\u003c/a\u003e testing, where you watch a user try out your solution to see how they interact with it.\u003c/p\u003e\n\u003ch2 id=\"types-of-usability-testing\"\u003eTypes of usability testing\u003c/h2\u003e\n\u003cp\u003eWhen conducting these two types of user research, be sure to apply some qualitative testing with users. As with the research types, there are two approaches here, each of which has its own unique benefits.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eUnmoderated user testing\u003c/strong\u003e. In unmoderated testing, your users all receive the same questions (think of it like a script). This approach works best with a large sample size where you can gather quantitative data to identify the challenges users face when navigating through your digital offerings.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eModerated user testing\u003c/strong\u003e. In moderated testing, you have a moderator who can facilitate sessions to follow the needs and the questions of your testers in real time. This can help you discover more qualitative data from users, such as: what are your users thinking, feeling, and saying as they work with your digital content? This type of data can reveal themes and help you empathize with the people who will be accessing your content. Using this approach means you can also get a smaller group of people together and generate less paperwork, driving the goals of the \u003ca href=\"https://digital.gov/2019/06/18/introducing-a-guide-paperwork-reduction-act/\"\u003ePaperwork Reduction Act\u003c/a\u003e.\u003c/p\u003e\n\u003cp\u003eRemember that the American public is not necessarily your end customer; they might be someone from another agency or even within your own agency.\u003c/p\u003e\n\u003cp\u003eWhen conducting user testing, some important best practices to keep in mind include:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eBe empathetic to the needs of differently-abled users.\u003c/li\u003e\n\u003cli\u003eOnly ask questions that you really need answered. This shows respect for users’ time.\u003c/li\u003e\n\u003cli\u003eMake it clear from the beginning that the tester is driving the session, and check in often to make sure that they are comfortable proceeding.\u003c/li\u003e\n\u003cli\u003eHighlight that what they are sharing is valuable, and that they are in a safe environment, helping to inform \u003ca href=\"https://www.performance.gov/blog/2023-hud-customer-experience-cx/\"\u003etrauma-responsive design\u003c/a\u003e of your digital content.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"guidance-within-policy\"\u003eGuidance within policy\u003c/h2\u003e\n\u003cp\u003eRecent memos from the Office of Management Budget (OMB) provide agencies with compliance and implementation guidance for two laws: Section 508 of the Rehabilitation Act of 1973 (as amended), and the 21st Century Integrated Digital Experience Act (21st Century IDEA).\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e\u003ca href=\"https://digital.gov/resources/requirements-for-strengthening-the-federal-government-commitment-to-digital-accessibility/\"\u003eStrengthening the federal government’s commitment to digital accessibility (M-24-08)\u003c/a\u003e\u003c/strong\u003e: Guidance for agencies to incorporate digital accessibility in their services, specifically building in guidelines and guardrails.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e\u003ca href=\"https://digital.gov/resources/delivering-digital-first-public-experience/\"\u003eDelivering a digital-first public experience (M-23-22)\u003c/a\u003e\u003c/strong\u003e: Guidance for agencies to test their digital solutions with individuals who have disabilities and people using different forms of assistive technology.\u003c/p\u003e\n\u003cp\u003eBoth policies are important to consider when conducting user research.\u003c/p\u003e\n\u003cp\u003eIf you have questions about either memo, contact OMB’s Office of the Federal CIO at \u003ca href=\"mailto:ofcio@omb.eop.gov\"\u003eofcio@omb.eop.gov\u003c/a\u003e.\u003c/p\u003e\n\u003ch2 id=\"user-testing-resources\"\u003eUser testing resources\u003c/h2\u003e\n\u003cp\u003eUtilize existing resources across the government for help with accessibility-focused user research journeys, such as identifying testers. There are online guides and communities to help you get started, like the \u003ca href=\"https://guides.18f.gov/methods/validate/usability-testing/\"\u003eusability testing card from 18F Methods\u003c/a\u003e and the Digital.gov \u003ca href=\"https://digital.gov/communities/user-experience/\"\u003eUser Experience Community\u003c/a\u003e.\u003c/p\u003e\n\u003cp\u003eYour own agency may even have its own guide to conducting user research. For example, the Department of Homeland Security published \u003ca href=\"https://www.dhs.gov/cx/cx-learning/basics-of-user-research/what-is-user-research\"\u003eBasics of User Research: What is User Research\u003c/a\u003e and worked with Digital.gov on a training session, \u003ca href=\"https://digital.gov/event/2022/09/27/dhs-usability-testing-kit-so-easy-anyone-can-do-it/\"\u003eDHS Usability Testing Kit — So Easy, Anyone Can Do It\u003c/a\u003e.\u003c/p\u003e\n\u003cp\u003eRemember to use your contracts and associated documents — like a Quality Assurance Surveillance Plan (QASP) — to document accessibility requirements and identify the mandates in applicable laws and memos to ensure that contractor-driven developments meet accessibility needs.\u003c/p\u003e\n\u003cp\u003eLearn more in the \u003ca href=\"https://www.acquisition.gov/far/37.604\"\u003e18F De-risking Guide: Sample Quality Assessment Surveillance Plan (QASP)\u003c/a\u003e.\u003c/p\u003e\n\n\n\n\n\n\n\u003carticle class=\"dg-ring\" aria-labelledby=\"2715ca0344e761fbb564d4328a6d8e59\"\u003e\n  \u003ch2 id=\"2715ca0344e761fbb564d4328a6d8e59\" class=\"dg-ring__title\"\u003eCase study\u003c/h2\u003e\n  \u003cp\u003e\u003ca href=\"https://digital.gov/2023/11/28/part-1-delivering-on-21st-century-idea-a-case-study-from-the-gsa-smartpay-team/\"\u003eDelivering on 21st Century IDEA: A case study from the GSA SmartPay team (Part 1)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eThe 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.\u003c/p\u003e\n\n\u003c/article\u003e\n\n\u003cp\u003eWhile there are automated tools available to help test systems for accessibility, they can only get you so far. A thoughtful plan of action for user research and testing is the only way to calculate for the human element and to design digital services that meet a variety of accessibility and inclusivity needs.\u003c/p\u003e\n\u003cdiv class=\"box \"\u003e\n  \u003cp\u003eJoin the UX and Section 508 communities of practice.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eUser Experience Community\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eThe UX Community of Practice is a group of managers, subject matter experts, designers, developers, writers, and others interested in creating efficient, effective, and useful technologies. \u003ca href=\"https://digital.gov/communities/user-experience/\"\u003eJoin the UX Community\u003c/a\u003e.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 508/IT Accessibility Community\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eThe \u003ca href=\"https://digital.gov/communities/it-accessibility-section-508/\"\u003eIT Accessibility and Section 508 Community of Practice\u003c/a\u003e is a group of federal employees who manage agency Section 508 programs or create electronic content. They work to create accessible online experiences for federal employees and members of the public.\u003c/p\u003e\n\n\u003c/div\u003e\n\n\n\n\n\u003carticle\n  class=\"dg-note \"\n\u003e\n  \u003ch4 class=\"dg-note__heading\"\u003e\n    \u003csvg\n      class=\"dg-note__icon usa-icon dg-icon dg-icon--large\"\n      aria-hidden=\"true\"\n      focusable=\"false\"\n    \u003e\n      \u003cuse xlink:href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/uswds/img/sprite.svg#notifications\"\u003e\u003c/use\u003e\n    \u003c/svg\u003e\n    \n      Note\n    \n  \u003c/h4\u003e\n  \u003cp\u003eThis blog post was inspired by session 2 of the \u003ca href=\"https://digital.gov/event/2024/03/13/spring-2024-community-summit/\"\u003eSpring 2024 Digital.gov Community Summit: Delivering a digital-first public experience\u003c/a\u003e. Panelists included:\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eBeth Martin\u003c/strong\u003e, Digital Source Expert with the Office of Personnel Management (OPM), session moderator\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eKristen Lohman\u003c/strong\u003e, Design Strategist with the Service Delivery Team at GSA\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eMark Meyer\u003c/strong\u003e, Software Developer with the Digital Service Team at GSA\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eMartha Wilkes\u003c/strong\u003e, the Lead Accessibility Strategist at the Department of Veterans Affairs (VA)\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eChristopher Patten\u003c/strong\u003e, a Human Centered Designer at the Department of Homeland Security (DHS)\u003c/p\u003e\n\n\u003c/article\u003e\n\n"}
  ]
}