{
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    "count" : "11","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/authors/michelle-chronister/index.json","profile_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/authors/michelle-chronister/","display_name" : "Michelle Chronister","first_name" : "Michelle","last_name" : "Chronister","slug" : "michelle-chronister","email" : "michelle.chronister@gsa.gov","bio" : "Michelle Chronister is the User Experience Team Lead for USA.gov at the U.S. General Services Administration. Prior to this position, she managed web content, search, and social media for USA.gov. Michelle has a BA in anthropology and a MS in library and information science. She is a former Presidential Management Fellow.","branch" : "bc-archive-content-3",
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    "items" : [{
        "title" :"Informing the Future of the Federal Front Door","summary" : "In our last post, we introduced the Federal Front Door project and briefly described a six-week discovery phase, in which we set out to better understand how the general public feels about and interacts with the federal government, so that we can design and build products that improve people’s experience across government agencies. We think","date" : "2016-03-01T11:10:06-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"colin-macarthur" : "Colin MacArthur","carolyn-dew" : "Carolyn Dew","michelle-chronister" : "Michelle Chronister","john-yuda" : "John Yuda"},"topics" : {
          
              "design" : "Design",
              "product-and-project-management" : "Product and project management",
              "user-experience" : "User experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2016-03-01-informing-the-future-of-the-federal-front-door.md",
        "filepath" :"authors/michelle-chronister/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/michelle-chronister/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/michelle-chronister/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/03/01/informing-the-future-of-the-federal-front-door/"
    },{
        "title" :"Journey Mapping the Customer Experience: A USA.gov Case Study","summary" : "Journey maps are a visual representation of a customer’s end to end journey with your product or service. They are a powerful tool for exploring key interactions and experiences with your organization, programs, and/or services. Journey maps describe a customer’s entire journey, even the parts that occur before and after contact with your organization. They","date" : "2015-08-12T10:00:21-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"mary-ann-monroe" : "Mary Ann Monroe","michelle-chronister" : "Michelle Chronister"},"topics" : {
          
              "analytics" : "Analytics",
              "contact-centers" : "Contact centers",
              "customer-experience" : "Customer experience",
              "research" : "Research",
              "user-experience" : "User experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2015-08-12-journey-mapping-the-customer-experience-a-usa-gov-case-study.md",
        "filepath" :"authors/michelle-chronister/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/michelle-chronister/_index.md",
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/08/12/journey-mapping-the-customer-experience-a-usa-gov-case-study/"
    },{
        "title" :"Using Personas to Better Understand Customers: USA.gov Case Study","summary" : "Personas are fictional characters that describe an organization’s customer behaviors, emotions, attributes, motivations, and goals. They are an important tool to share customer insights and understanding across an organization. Personas also serve as a check to make sure your organization’s actions meet the needs of the majority of customers, including visitors to your website, contact","date" : "2015-04-06T11:49:07-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"michelle-chronister" : "Michelle Chronister"},"topics" : {
          
              "analytics" : "Analytics",
              "customer-experience" : "Customer experience",
              "multilingual" : "Multilingual",
              "research" : "Research",
              "search" : "Search",
              "user-experience" : "User experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2015-04-06-using-personas-to-better-understand-customers-usa-gov-case-study.md",
        "filepath" :"authors/michelle-chronister/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/michelle-chronister/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/michelle-chronister/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/06/using-personas-to-better-understand-customers-usa-gov-case-study/"
    },{
        "title" :"Go.USA.gov Creates Short, Trustworthy .gov URLs","summary" : "Short URLs are useful for tracking clicks, but they can create a poor user experience because the person clicking the link can’t see the final destination. That’s why Go.USA.gov was created—to show users that they would reach official government information. To maintain this trust, Go.USA.gov is only open to government employees and only shortens government","date" : "2014-08-21T13:59:05-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"michelle-chronister" : "Michelle Chronister"},"topics" : {
          
              "application-programming-interface" : "Application programming interface",
              "content-strategy" : "Content strategy"
              },"branch" : "bc-archive-content-3",
        "filename" :"2014-08-21-go-usa-gov-creates-short-trustworthy-gov-urls.md",
        "filepath" :"authors/michelle-chronister/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/michelle-chronister/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/michelle-chronister/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/08/21/go-usa-gov-creates-short-trustworthy-gov-urls/"
    },{
        "title" :"Using Analytics to Create Change: USA.gov Usability Case Study","summary" : "While many people tout the death of the home page, it’s still an important piece of the user experience on USA.gov. In 2013, 30 percent of all sessions on USA.gov included the home page—that’s 8.67 million sessions. The numbers for GobiernoUSA.gov are even higher—79 percent of all sessions included the home page. According to Jakob Nielsen, “A","date" : "2014-07-01T13:00:38-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"michelle-chronister" : "Michelle Chronister"},"topics" : {
          
              "analytics" : "Analytics",
              "content-strategy" : "Content strategy",
              "customer-experience" : "Customer experience",
              "design" : "Design",
              "mobile" : "Mobile",
              "multilingual" : "Multilingual",
              "research" : "Research",
              "usability" : "Usability",
              "user-experience" : "User experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2014-07-01-using-analytics-to-create-change-usa-gov-usability-case-study.md",
        "filepath" :"authors/michelle-chronister/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/michelle-chronister/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/michelle-chronister/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/07/01/using-analytics-to-create-change-usa-gov-usability-case-study/"
    },{
        "title" :"New Go.USA.gov Features: Search Your URLs, Add Notes, New Bookmarklet, and More","summary" : "You can now log in to Go.USA.gov with your username or email address, one of the  new improvements added to the government URL shortener.","date" : "2014-02-25T10:49:26-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"michelle-chronister" : "Michelle Chronister"},"topics" : {
          
              "application-programming-interface" : "Application programming interface",
              "content-strategy" : "Content strategy"
              },"branch" : "bc-archive-content-3",
        "filename" :"2014-02-25-new-go-usa-gov-features-search-your-urls-add-notes-new-bookmarklet-and-more.md",
        "filepath" :"authors/michelle-chronister/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/michelle-chronister/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/michelle-chronister/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/02/25/new-go-usa-gov-features-search-your-urls-add-notes-new-bookmarklet-and-more/"
    },{
        "title" :"Gov URL Shorteners and How to Use Them","summary" : "USA.gov offers two different types of URL shorteners – 1.USA.gov and Go.USA.gov. No matter which URL shortener you use, there are some usability, accessibility, and SEO issues you should keep in mind.","date" : "2013-12-20T09:55:30-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"michelle-chronister" : "Michelle Chronister"},"topics" : {
          
              "content-strategy" : "Content strategy",
              "software-engineering" : "Software engineering"
              },"branch" : "bc-archive-content-3",
        "filename" :"2013-12-20-gov-url-shorteners-and-how-to-use-them.md",
        "filepath" :"authors/michelle-chronister/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/michelle-chronister/_index.md",
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/12/20/gov-url-shorteners-and-how-to-use-them/"
    },{
        "title" :"Understanding Your Users\u0026#8217; Needs By Analyzing Search Terms","summary" : "Analyzing your visitors’ search terms can help you better understand their needs. It can provide valuable data about the content and organization of the content on your site. Create a Semi-Automated Report of Terms Here’s how to create a semi-automated report for analyzing large amounts of search data on a regular basis. A human still","date" : "2013-10-24T14:24:12-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"michelle-chronister" : "Michelle Chronister"},"topics" : {
          
              "analytics" : "Analytics",
              "content-strategy" : "Content strategy",
              "product-and-project-management" : "Product and project management",
              "search" : "Search"
              },"branch" : "bc-archive-content-3",
        "filename" :"2013-10-24-understanding-your-users-needs-by-analyzing-search-terms.md",
        "filepath" :"authors/michelle-chronister/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/michelle-chronister/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/michelle-chronister/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/10/24/understanding-your-users-needs-by-analyzing-search-terms/"
    },{
        "title" :"Better Performance and Metric Downloads Now Available From Go.USA.gov","summary" : "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","date" : "2013-09-04T11:04:03-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"michelle-chronister" : "Michelle Chronister"},"topics" : {
          
              "analytics" : "Analytics",
              "social-media" : "Social media",
              "software-engineering" : "Software engineering"
              },"branch" : "bc-archive-content-3",
        "filename" :"2013-09-04-better-performance-and-metric-downloads-now-available-from-go-usa-gov.md",
        "filepath" :"authors/michelle-chronister/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/michelle-chronister/_index.md",
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/09/04/better-performance-and-metric-downloads-now-available-from-go-usa-gov/"
    },{
        "title" :"What We’ve Learned: Three Years of Answering Questions on Social Media","summary" : "USA.gov and GobiernoUSA.gov have been engaging with the public on social media long before Mayor Cory Booker underscored the need at this year’s SXSW. In January 2010, we began to respond to questions and comments on our Facebook and Twitter accounts. We never advertised the service, but people naturally","date" : "2013-07-02T08:46:16-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"michelle-chronister" : "Michelle Chronister"},"topics" : {
          
              "multilingual" : "Multilingual",
              "social-media" : "Social media"
              },"branch" : "bc-archive-content-3",
        "filename" :"2013-07-02-what-weve-learned-three-years-of-answering-questions-on-social-media.md",
        "filepath" :"authors/michelle-chronister/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/michelle-chronister/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/michelle-chronister/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/02/what-weve-learned-three-years-of-answering-questions-on-social-media/"
    },{
        "title" :"How Kids Search","summary" : "Kids and adults use Web search tools differently. Kids fail more often, because they often don’t have enough knowledge or experience to search using the right keywords, or understand search results. If you’re designing websites for kids, remember that they use search tools differently than adults. Kids prefer surfing over searching.","date" : "2012-08-06T11:11:43-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"david-kaufmann" : "David Kaufmann","michelle-chronister" : "Michelle Chronister"},"topics" : {
          
              "content-strategy" : "Content strategy",
              "social-media" : "Social media",
              "user-experience" : "User experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2012-08-06-how-kids-search.md",
        "filepath" :"authors/michelle-chronister/_index.md",
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2012/08/06/how-kids-search/"
    }]
}