{
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    "title" : "2023 Government UX Summit |Digital.gov",
    "description": "2023 Government UX Summit",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2023/06/14/2023-government-ux-summit/index.json","item" : [
    {"kicker" : "Annual Summit","title" :"2023 Government UX Summit","deck" : "Driving innovation through inclusion","summary" : "User experience (UX) experts across the federal government shared case studies and best practices during this virtual summit.","date" : "2023-06-14T10:00:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","start_date" : "2023-06-14T10:00:00-05:00","end_date" : "2023-06-14T16:00:00-05:00",
      "event_organizer" : "Digital.gov","host" : "User Experience Community of Practice","registration_url" : "https://gsa.zoomgov.com/webinar/register/WN_moRmnMLtQpmmrvtFgR6qiw","captions" : "https://www.streamtext.net/player?event=BIS-GSA-5334455","topics" : {
        
            "accessibility" : "Accessibility",
            "customer-experience" : "Customer experience",
            "design" : "Design",
            "information-architecture" : "Information architecture",
            "mobile" : "Mobile",
            "research" : "Research",
            "user-experience" : "User experience"
            },"primary_image" : { "uid" : "title-card-2023-government-ux-summit", "alt" :
  "Title card graphic for the event has a dark blue background with multi-colored round shapes on the right side. In white text, the first line says, User Experience (UX) Community of Practice. The section below has the title and subtitle of the event in bold yellow text, 2023 Government UX Summit: Driving innovation through inclusion. Below, in white text, is the summary: User experience experts across the federal government will share case studies and best practices during this virtual summit. The next line is the date, June 14, 2023. The time: [10 am to 4 pm, Eastern. In the bottom left corner, is the white Digital.gov logo which consists of three ribbons joined together in an hexagon to resemble the shape of a capital letter D, followed by the domain and program name in white bold text, Digital.gov.", "width" :
  "1200", "height" :
  "630", "credit" :
  "", "caption" :
  "", "format" :
  "png" },"content" :"\u003cp\u003eOn June 14, 2023, Digital.gov brought together user experience (UX) practitioners to share case studies and best practices from across the federal government. We heard from speakers about their experiences and lessons learned as they apply UX principles and methodologies to deliver results for all Americans.\u003c/p\u003e\n\u003cp\u003eAt this year’s summit, we heard from speakers at eight U.S. federal agencies:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eDepartment of Defense (DOD)\u003c/li\u003e\n\u003cli\u003eDepartment of Health and Human Services (HHS)\u003c/li\u003e\n\u003cli\u003eDepartment of Homeland Security (DHS)\u003c/li\u003e\n\u003cli\u003eDepartment of the Interior (DOI)\u003c/li\u003e\n\u003cli\u003eDepartment of Labor (DOL)\u003c/li\u003e\n\u003cli\u003eDepartment of Veterans Affairs (VA)\u003c/li\u003e\n\u003cli\u003eGeneral Services Administration (GSA)\u003c/li\u003e\n\u003cli\u003eOffice of Personnel Management (OPM)\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"sessions\"\u003eSessions\u003c/h2\u003e\n\u003ch3 id=\"lessons-from-the-nih-_all-of-us_-research-program-making-dna-information-more-accessible\"\u003eLessons from the NIH \u003cem\u003eAll of Us\u003c/em\u003e Research Program: Making DNA information more accessible\u003c/h3\u003e\n\n\u003ca\n    href=\"https://s3.amazonaws.com/digitalgov/static/2023-ux-summit-session-2.pptx\"\u003eView the slides (PowerPoint presentation, 6.3 MB, 36 pages)\u003c/a\u003e\n\n\n\n\n\n\n\n\n\u003cdiv\n  class=\"video\"\n  style=\"position: relative; padding-bottom: 56.25%; padding-top: 30px; height: 0; overflow: hidden;\"\n\u003e\n  \n  \u003ciframe src=\"https://www.youtube.com/embed/d_vl9Gv8S9w\" title=\"Lessons from the NIH All of Us Research Program: Making DNA information more accessible\" style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\" allowfullscreen=\"\" frameborder=\"0\" \u003e\u003c/iframe\u003e\n\u003c/div\u003e\n\n\n\n\u003cdiv class=\"image image-right\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/hhs-svg-seal_w200.png\"  alt='U.S. Department of Health and Human Services seal.'\n    srcset=\"https://s3.amazonaws.com/digitalgov/hhs-svg-seal_bu.jpg 48w,https://s3.amazonaws.com/digitalgov/hhs-svg-seal_w800.png 800w,https://s3.amazonaws.com/digitalgov/hhs-svg-seal_w400.png 400w,https://s3.amazonaws.com/digitalgov/hhs-svg-seal_w200.png 200w\"\n    sizes=\"(max-width: 600px) 40vw, 400px\"\n  /\u003e\u003c/div\u003e\n\n\n\u003cp\u003eThe \u003ca href=\"https://allofus.nih.gov/\"\u003eNIH \u003cem\u003eAll of Us\u003c/em\u003e Research Program\u003c/a\u003e is poised to make DNA information more accessible by returning free, personalized results about hereditary disease risk and pharmacogenetics to thousands of \u003cem\u003eAll of Us\u003c/em\u003e research participants who want them.\u003c/p\u003e\n\u003cp\u003eReturning DNA results is a complex user experience initiative that includes genetic health education, participant consent, report generation, and genetic counseling. The complexity is magnified by the diversity of our participant audience: 80% come from communities that have been historically left out of health research, including racial and ethnic minority populations, people living in rural communities, sexual and gender minorities, and older adults.\u003c/p\u003e\n\n\n\u003cdiv class=\"image image-right\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/featured-301-x-212-nih-logo-national-institutes-of-health_w200.jpg\"  alt='NIH logo'\n    srcset=\"https://s3.amazonaws.com/digitalgov/featured-301-x-212-nih-logo-national-institutes-of-health_bu.jpg 48w,https://s3.amazonaws.com/digitalgov/featured-301-x-212-nih-logo-national-institutes-of-health_w200.jpg 200w\"\n    sizes=\"(max-width: 600px) 40vw, 400px\"\n  /\u003e\u003c/div\u003e\n\n\n\u003cp\u003ePresenters shared a stakeholder feedback model that user experience professionals can learn from, apply, and adapt to their own organization, projects, and customers to ensure delivery of an inclusive and accessible user experience to a diverse audience. Attendees learned about the methods the NIH \u003cem\u003eAll of Us\u003c/em\u003e Research Program used to gather, categorize, and prioritize stakeholder feedback about the user experience. Presenters also showed examples of how the NIH implemented the feedback to ensure an inclusive, participant-first user experience that prioritizes trust, choice, privacy and security, plain language, inclusivity, accessibility, and usability and discussed how the NIH is measuring the impact of the feedback and applying lessons learned to future initiatives.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eKey takeaways from this session included:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eMethods for engaging with stakeholders and gathering feedback to produce better user experiences.\u003c/li\u003e\n\u003cli\u003eA model for gathering, categorizing, prioritizing, implementing, and measuring stakeholder feedback in user experience design and methods to apply in your own work.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSpeakers\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eJennifer Shelley\u003c/strong\u003e—Health Communications Strategist, Division of Communications, NIH\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eLeslie Westendorf\u003c/strong\u003e—Contractor, UX Strategy, NIH\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eModerator\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eLaura Lourenco\u003c/strong\u003e—Business Informatics Specialist, U.S. Food \u0026amp; Drug Administration (FDA)\u003c/li\u003e\n\u003c/ul\u003e\n\u003chr\u003e\n\u003ch3 id=\"accessibility-research-in-action-vas-health-and-benefits-mobile-app\"\u003eAccessibility research in action: VA\u0026rsquo;s Health and Benefits mobile app\u003c/h3\u003e\n\n\u003ca\n    href=\"https://s3.amazonaws.com/digitalgov/static/2023-ux-summit-session-3a.pptx\"\u003eView the slides (PowerPoint presentation, 3.2 MB, 13 pages)\u003c/a\u003e\n\n\n\n\n\n\n\n\n\u003cdiv\n  class=\"video\"\n  style=\"position: relative; padding-bottom: 56.25%; padding-top: 30px; height: 0; overflow: hidden;\"\n\u003e\n  \n  \u003ciframe src=\"https://www.youtube.com/embed/ppTxu65k9HE\" title=\"Accessibility research in action: VA’s Health and Benefits mobile app\" style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\" allowfullscreen=\"\" frameborder=\"0\" \u003e\u003c/iframe\u003e\n\u003c/div\u003e\n\n\n\n\u003cdiv class=\"image image-right\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/va-svg-seal_w200.png\"  alt='U.S. Department of Veterans Affairs seal.'\n    srcset=\"https://s3.amazonaws.com/digitalgov/va-svg-seal_bu.jpg 48w,https://s3.amazonaws.com/digitalgov/va-svg-seal_w800.png 800w,https://s3.amazonaws.com/digitalgov/va-svg-seal_w400.png 400w,https://s3.amazonaws.com/digitalgov/va-svg-seal_w200.png 200w\"\n    sizes=\"(max-width: 600px) 40vw, 400px\"\n  /\u003e\u003c/div\u003e\n\n\n\u003cp\u003eThe accessibility community talks a lot about the \u0026ldquo;shift-left\u0026rdquo; methodology when it comes to thinking about accessibility — embedding accessibility early in a project to prevent problems instead of fixing them after they have happened. This session provided actionable ways for you to build accessibility research into your practice, or to deepen it if you’ve already started. We hope to inspire UX designers across the government to continue raising the bar on accessibility.\u003c/p\u003e\n\u003cp\u003eIn 2022, the VA launched the \u003ca href=\"https://news.va.gov/101836/va-mobile-app/\"\u003eHealth and Benefits flagship mobile app\u003c/a\u003e. Since then, the team has deepened its accessibility-first approach in designing new features. This session served as a case study and explore the ways the team partnered with blind and low vision veterans to gain a deeper understanding of their experience using the app. Our techniques can be used to design websites, web apps, mobile apps, and other projects.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eIn this session, we shared:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eHow we set up the research\u003c/li\u003e\n\u003cli\u003eHow we conducted accessibility-first synthesis sessions within the team\u003c/li\u003e\n\u003cli\u003eHow research findings led to improvements in the app\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSpeakers\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eMartha Wilkes\u003c/strong\u003e—Accessibility Strategist, VA Office of the Chief Technology Officer (CTO)\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eElizabeth Straghalis\u003c/strong\u003e—Contractor, Staff Researcher, VA\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eModerator\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eDavid Tucker\u003c/strong\u003e—Experience Strategist, U.S. Department of State\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"operation-rising-tide-cognitive-disability-accommodations-for-the-workforce\"\u003eOperation Rising Tide: Cognitive disability accommodations for the workforce\u003c/h3\u003e\n\n\u003ca\n    href=\"https://s3.amazonaws.com/digitalgov/static/2023-ux-summit-session-3b.pptx\"\u003eView the slides (PowerPoint presentation, 4.4 MB, 14 pages)\u003c/a\u003e\n\n\n\n\n\n\n\n\n\u003cdiv\n  class=\"video\"\n  style=\"position: relative; padding-bottom: 56.25%; padding-top: 30px; height: 0; overflow: hidden;\"\n\u003e\n  \n  \u003ciframe src=\"https://www.youtube.com/embed/mepIMmjjbCU\" title=\"Operation Rising Tide: Cognitive disability accommodations for the workforce\" style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\" allowfullscreen=\"\" frameborder=\"0\" \u003e\u003c/iframe\u003e\n\u003c/div\u003e\n\n\n\n\u003cdiv class=\"image image-right\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/dod-seal_w200.png\"  alt='U.S. Department of Defense seal.'\n    srcset=\"https://s3.amazonaws.com/digitalgov/dod-seal_bu.jpg 48w,https://s3.amazonaws.com/digitalgov/dod-seal_w800.png 800w,https://s3.amazonaws.com/digitalgov/dod-seal_w400.png 400w,https://s3.amazonaws.com/digitalgov/dod-seal_w200.png 200w\"\n    sizes=\"(max-width: 600px) 40vw, 400px\"\n  /\u003e\u003c/div\u003e\n\n\n\u003cp\u003eGovernment agencies use a range of internal systems to perform their duties, many of which are purpose-built by any number of diverse teams. The design and architecture of these systems is typically focused on fulfilling specific requirements without regard to usability. Currently, there is no established approach to assess or ensure usability of internal government systems regularly used by an agency\u0026rsquo;s workforce. This results in application-specific design and function that is often unintuitive, brittle, and places undue burden on the user. Likewise, users are required to learn application-specific operations which do not generalize to other systems.\u003c/p\u003e\n\n\n\u003cdiv class=\"image image-right\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/dtra-defense-threat-reduction-agency-svg-white-logo-blue-bg_w200.png\"  alt='The white Defense Threat Reduction Agency (DTRA) logo on a dark blue background.'\n    srcset=\"https://s3.amazonaws.com/digitalgov/dtra-defense-threat-reduction-agency-svg-white-logo-blue-bg_bu.jpg 48w,https://s3.amazonaws.com/digitalgov/dtra-defense-threat-reduction-agency-svg-white-logo-blue-bg_w800.png 800w,https://s3.amazonaws.com/digitalgov/dtra-defense-threat-reduction-agency-svg-white-logo-blue-bg_w400.png 400w,https://s3.amazonaws.com/digitalgov/dtra-defense-threat-reduction-agency-svg-white-logo-blue-bg_w200.png 200w\"\n    sizes=\"(max-width: 600px) 40vw, 400px\"\n  /\u003e\u003c/div\u003e\n\n\n\u003cp\u003eIssues related to usability and user experience affect all users, especially the 5% of the workforce with cognitive and learning disabilities. People with cognitive and learning disabilities have greater difficulty navigating complicated workflows than those without such disabilities. Because everyone has cognitive limits that can vary due to stress, fatigue, and distraction, all users benefit when processes are easily navigated by individuals with cognitive and learning disabilities. Existing policies for disability accommodations under Section 508 of the Rehabilitation Act of 1973 can be applied to improve government systems and increase productivity and morale for everyone.\u003c/p\u003e\n\u003cp\u003eThe presenters briefed Operation Rising Tide, which is an initiative intended to improve usability of internal government systems by accommodating individuals with cognitive and learning disabilities as required under \u003ca href=\"https://section508.gov/\"\u003eSection 508\u003c/a\u003e of the Rehabilitation Act of 1973.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eSpeakers\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eGordon Banks\u003c/strong\u003e—General Engineer, Defense Threat Reduction Agency (DTRA)\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eMAJ Kirk Shoemaker\u003c/strong\u003e—Nuclear and Countering Weapons of Mass Destruction Officer, U.S. Army, DTRA\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eModerator\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eDavid Tucker\u003c/strong\u003e—Experience Strategist, U.S. Department of State\u003c/li\u003e\n\u003c/ul\u003e\n\u003chr\u003e\n\u003ch3 id=\"designing-metaphors-designing-collaboration\"\u003eDesigning metaphors, designing collaboration\u003c/h3\u003e\n\n\u003ca\n    href=\"https://s3.amazonaws.com/digitalgov/static/2023-ux-summit-session-4a.pptx\"\u003eView the slides (PowerPoint presentation, 8.4 MB, 46 pages)\u003c/a\u003e\n\n\n\n\n\n\n\n\n\u003cdiv\n  class=\"video\"\n  style=\"position: relative; padding-bottom: 56.25%; padding-top: 30px; height: 0; overflow: hidden;\"\n\u003e\n  \n  \u003ciframe src=\"https://www.youtube.com/embed/4Fz9xqu89XU\" title=\"Designing metaphors, designing collaboration\" style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\" allowfullscreen=\"\" frameborder=\"0\" \u003e\u003c/iframe\u003e\n\u003c/div\u003e\n\n\n\n\u003cdiv class=\"image image-right\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/gsa-blue-logo-sq_w200.png\"  alt='The GSA logo in white, at the bottom of a blue square.'\n    srcset=\"https://s3.amazonaws.com/digitalgov/gsa-blue-logo-sq_bu.jpg 48w,https://s3.amazonaws.com/digitalgov/gsa-blue-logo-sq_w800.png 800w,https://s3.amazonaws.com/digitalgov/gsa-blue-logo-sq_w400.png 400w,https://s3.amazonaws.com/digitalgov/gsa-blue-logo-sq_w200.png 200w\"\n    sizes=\"(max-width: 600px) 40vw, 400px\"\n  /\u003e\u003c/div\u003e\n\n\n\u003cp\u003eMetaphors are one of our most powerful methods of communication, but they’re often overlooked as worthy of design. Research shows that our metaphors don’t only reflect our way with words — they reflect the way we think. They are plain language tools to help us grasp complicated situations, and share our mental models with our collaborators.\u003c/p\u003e\n\u003cp\u003eAlex (an engineer) and Laura (a designer) love that the right phrase can translate concepts from one brain to another. Metaphors structure the actions we take and influence our reasoning. And when we consider multiple metaphors, we can help our teams reframe situations and consider alternative approaches.\u003c/p\u003e\n\n\n\u003cdiv class=\"image image-right\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/featured-18f-new-logo-black-bg_w200.jpg\"  alt='18 F logo, white on black.'\n    srcset=\"https://s3.amazonaws.com/digitalgov/featured-18f-new-logo-black-bg_bu.jpg 48w,https://s3.amazonaws.com/digitalgov/featured-18f-new-logo-black-bg_w200.jpg 200w\"\n    sizes=\"(max-width: 600px) 40vw, 400px\"\n  /\u003e\u003c/div\u003e\n\n\n\u003cp\u003e\u003cstrong\u003eIn this session we:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eDiscussed the value and importance of understanding, interrogating, and improving our metaphors.\u003c/li\u003e\n\u003cli\u003eHelped you listen for and track the existing metaphors invisibly shaping your workplace.\u003c/li\u003e\n\u003cli\u003eHelped you reflect on their strengths, weaknesses, and impacts.\u003c/li\u003e\n\u003cli\u003eOffered methods to quickly generate new metaphors and refresh those that have grown stale.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSpeakers\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eAlex Bielen\u003c/strong\u003e—Engineering Supervisor at 18F, GSA\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eLaura Nash\u003c/strong\u003e—Design Supervisor at 18F, GSA\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eModerator\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eJonella Culmer\u003c/strong\u003e—User Experience Designer, Federal Election Commission (FEC)\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"simplifying-user-experiences-for-complex-content-at-usagov\"\u003eSimplifying user experiences for complex content at USAGov\u003c/h3\u003e\n\n\u003ca\n    href=\"https://s3.amazonaws.com/digitalgov/static/2023-ux-summit-session-4b.pptx\"\u003eView the slides (PowerPoint presentation, 9.2 MB, 21 pages)\u003c/a\u003e\n\n\n\n\n\n\n\n\n\u003cdiv\n  class=\"video\"\n  style=\"position: relative; padding-bottom: 56.25%; padding-top: 30px; height: 0; overflow: hidden;\"\n\u003e\n  \n  \u003ciframe src=\"https://www.youtube.com/embed/cGpOQV1cfI8\" title=\"Simplifying user experiences for complex content at USAGov\" style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\" allowfullscreen=\"\" frameborder=\"0\" \u003e\u003c/iframe\u003e\n\u003c/div\u003e\n\n\n\n\u003cdiv class=\"image image-right\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/gsa-blue-logo-sq_w200.png\"  alt='The GSA logo in white, at the bottom of a blue square.'\n    srcset=\"https://s3.amazonaws.com/digitalgov/gsa-blue-logo-sq_bu.jpg 48w,https://s3.amazonaws.com/digitalgov/gsa-blue-logo-sq_w800.png 800w,https://s3.amazonaws.com/digitalgov/gsa-blue-logo-sq_w400.png 400w,https://s3.amazonaws.com/digitalgov/gsa-blue-logo-sq_w200.png 200w\"\n    sizes=\"(max-width: 600px) 40vw, 400px\"\n  /\u003e\u003c/div\u003e\n\n\n\u003cp\u003eAt USAGov, one of our top questions is, “How do I report a scam?” The answer is that it depends. What kind of scam is it? Identity theft? Housing? Banking? There are a number of details to sort out before you know where to report the scam. It sounds like a simple question, but it\u0026rsquo;s a complex journey to figure out the answer.\u003c/p\u003e\n\u003cp\u003eIf you call or chat with our contact center, one of our friendly agents will ask some questions to help figure out the correct place to report your scam, but what about visitors to our website? On the website, people had to do a lot of reading to find the answer. Plain language and content formatting weren’t doing enough to simplify the information.\u003c/p\u003e\n\n\n\u003cdiv class=\"image image-right\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/featured-usagov-logo-new-2017_w200.jpg\"  alt='USA.gov logo.'\n    srcset=\"https://s3.amazonaws.com/digitalgov/featured-usagov-logo-new-2017_bu.jpg 48w,https://s3.amazonaws.com/digitalgov/featured-usagov-logo-new-2017_w200.jpg 200w\"\n    sizes=\"(max-width: 600px) 40vw, 400px\"\n  /\u003e\u003c/div\u003e\n\n\n\u003cp\u003eWhen we were rethinking our content design for usa.gov, we imagined ways to simplify it for our visitors by building tools that ask a few simple, anonymous questions to deliver a simple answer.\u003c/p\u003e\n\u003cp\u003eWe explain the process of how our \u003ca href=\"https://www.usa.gov/where-report-scams\"\u003eScams Wizard\u003c/a\u003e came to be and how we are making small, iterative improvements. We’ll begin with our content design process, how we built a minimum viable product (MVP), added more topics, did usability testing, and our process and plans to make it interact with voice assistants in the future.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eKey takeaways from this session included:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eAn example of simplifying complex content for people in an emotional state.\u003c/li\u003e\n\u003cli\u003eOur process, which involved content design, prototyping, and comparative usability testing with underserved communities.\u003c/li\u003e\n\u003cli\u003eHow we put together a mini product team.\u003c/li\u003e\n\u003cli\u003eLaunching imperfect tools and making iterative improvements based on data.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSpeakers\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eJoanne McGovern\u003c/strong\u003e—UX Researcher, USAGov, GSA\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eMercedita Andrew\u003c/strong\u003e—Contractor, UX Researcher, GSA\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eModerator\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eJonella Culmer\u003c/strong\u003e—User Experience Designer, Federal Election Commission (FEC)\u003c/li\u003e\n\u003c/ul\u003e\n\u003chr\u003e\n\u003ch3 id=\"reconsidering-the-consent-form-the-least-user-friendly-aspect-of-ux-research\"\u003eReconsidering the consent form: the least user-friendly aspect of UX research\u003c/h3\u003e\n\n\u003ca\n    href=\"https://s3.amazonaws.com/digitalgov/static/2023-ux-summit-session-5.pptx\"\u003eView the slides (PowerPoint presentation, 2.3 MB, 23 pages)\u003c/a\u003e\n\n\n\n\n\n\n\n\n\u003cdiv\n  class=\"video\"\n  style=\"position: relative; padding-bottom: 56.25%; padding-top: 30px; height: 0; overflow: hidden;\"\n\u003e\n  \n  \u003ciframe src=\"https://www.youtube.com/embed/pedKxrbdwR4\" title=\"Reconsidering the consent form: the least user-friendly aspect of UX research\" style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\" allowfullscreen=\"\" frameborder=\"0\" \u003e\u003c/iframe\u003e\n\u003c/div\u003e\n\n\n\n\u003cdiv class=\"image image-right\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/dhs-svg-seal_w200.png\"  alt='U.S. Department of Homeland Security seal'\n    srcset=\"https://s3.amazonaws.com/digitalgov/dhs-svg-seal_bu.jpg 48w,https://s3.amazonaws.com/digitalgov/dhs-svg-seal_w800.png 800w,https://s3.amazonaws.com/digitalgov/dhs-svg-seal_w400.png 400w,https://s3.amazonaws.com/digitalgov/dhs-svg-seal_w200.png 200w\"\n    sizes=\"(max-width: 600px) 40vw, 400px\"\n  /\u003e\u003c/div\u003e\n\n\n\u003cp\u003eThe concept of requiring a signed consent form in user experience (UX) or customer experience (CX) research is a holdover from the institutional review board (IRB) process in academic research. Yet even in higher education, UX and CX research is often deemed exempt from IRB and does not actually require a signed form. It’s time we question why the signed consent form process is the standard in civic UX and CX research. Do we really need a signed form to gather consent, or are we just carrying over practices because the signed consent form is what we’ve always done?\u003c/p\u003e\n\n\n\u003cdiv class=\"image image-right\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/office-of-natural-resources-revenue-onrr-doi-logo_w200.png\"  alt='The logo for the Department of the Interior\u0026#39;s Office of Natural Resources Revenue is in shades of blues, greens, and white.'\n    srcset=\"https://s3.amazonaws.com/digitalgov/office-of-natural-resources-revenue-onrr-doi-logo_bu.jpg 48w,https://s3.amazonaws.com/digitalgov/office-of-natural-resources-revenue-onrr-doi-logo_w800.png 800w,https://s3.amazonaws.com/digitalgov/office-of-natural-resources-revenue-onrr-doi-logo_w400.png 400w,https://s3.amazonaws.com/digitalgov/office-of-natural-resources-revenue-onrr-doi-logo_w200.png 200w\"\n    sizes=\"(max-width: 600px) 40vw, 400px\"\n  /\u003e\u003c/div\u003e\n\n\n\u003cp\u003eThis panel included user and customer experience specialists from three very different agencies. They shared their thoughts on the need for consent forms in civic user and customer research, how their new consent process is driven by inclusion and equity goals, what it took to change the consent form procedure at their agency, and their revised consent procedures that are in place or forthcoming.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eIn this session we addressed:\u003c/strong\u003e\u003c/p\u003e\n\n\n\u003cdiv class=\"image image-right\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/dol-svg-seal_w200.png\"  alt='U.S. Department of Labor seal.'\n    srcset=\"https://s3.amazonaws.com/digitalgov/dol-svg-seal_bu.jpg 48w,https://s3.amazonaws.com/digitalgov/dol-svg-seal_w800.png 800w,https://s3.amazonaws.com/digitalgov/dol-svg-seal_w400.png 400w,https://s3.amazonaws.com/digitalgov/dol-svg-seal_w200.png 200w\"\n    sizes=\"(max-width: 600px) 40vw, 400px\"\n  /\u003e\u003c/div\u003e\n\n\n\u003cul\u003e\n\u003cli\u003eIs the signed form a requirement that builds or reduces inclusion?\u003c/li\u003e\n\u003cli\u003eWhat other options do we have?\u003c/li\u003e\n\u003cli\u003eWhat power dynamics do we have with our participants when providing government services? And how do consent forms play into those power dynamics?\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSpeakers\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eDana Chisnell\u003c/strong\u003e—Acting Director for Customer Experience, DHS\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eErin Elzi\u003c/strong\u003e—Digital Services Specialist, Office of Natural Resources Revenue, DOI\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eShannon McHarg\u003c/strong\u003e—User Experience Designer, Office of the Chief Information Officer (CIO), DOL\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eModerator\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eUX Community co-lead, Jaime Kern\u003c/strong\u003e—Strategic Communications Lead, Office of Enterprise Strategy Management, GSA\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"resources\"\u003eResources\u003c/h2\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://digital.gov/event/2022/06/07/2022-government-ux-summit/\"\u003eDigital.gov 2022 Government UX Summit\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://youtu.be/cl6sVFjzZG4\"\u003eHow to Redesign a 19-Year-old Legacy Application Using Agile and User Experience Methodologies (video)\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://youtu.be/d1MDLbZoEwQ\"\u003eDesigning Digital Products for Adults With Low Literacy (video)\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003chr\u003e\n\u003cp\u003e\u003cem\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/em\u003e\u003c/p\u003e\n",
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