Customer experience

Your Experience Matters

Your Experience Matters—The National Archives and Records Administration (NARA) provides a broad range of services to internal and external customers, including researchers, visitors, educators, genealogists, students, veterans, information technologists, federal agencies and more. Archivist of the United States (AOTUS) David Ferriero has hired the agency’s first Chief Customer Experience Officer, Stephanie Bogan, to help focus as an agency on the public’s experience. The agency’s management team has also been deputized to become their Customer Experience Executive Council in order to make customer-focused decisions for the agency and move it forward. — via National Archives and Records Administration

Jun 22, 2021

A/B Testing

How To Navigate Challenges to Successfully A/B Test Your Emails

The article will go over some best practices of implementing A/B testing on your emails.

Jenn Wingerberg

May 21, 2021

Communities

8 Ways Community of Practice (CoP) Managers Can Improve Member Engagement on Listservs

Are you a Digital.gov Community of Practice (CoP) lead? Find yourself participating in a CoP discussion and wondering what else you can do? We’ve got some suggestions.

Katherine Spivey

May 21, 2021

Artificial Intelligence

Using Chatbots To Improve Customer Experience

Three federal teams showcase their success using chatbots to improve customer satisfaction, increase availability, and empower their users to accomplish tasks faster.

Ruxi Giura

Apr 07, 2021

How to Present Like a Pro

How to Present Like a Pro—When you are presenting on streaming video, you are essentially doing the same thing as a television news anchor. Try these common methods that television presenters use daily to improve your presentation skills in the “zoom” era. — via Digital.gov

Mar 25, 2021

Marketing

Five Insider Secrets to Engaging Emails

Engaging readers who receive hundreds of emails a day is not easy, but it starts with the most critical starting point—empathy for their time.

Victoria Bitzer-Wales

Peter Lenentine

Gabrielle Perret

Feb 26, 2021

Come see how various agencies have successfully deployed chatbots/AI to interact with the public and foster collaboration between teams!

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Hosted by Digital.gov and the Web Content Managers Community of Practice

Call for Participation: 2021 Government UX Summit

Join us as virtual presenters for the 2021 Government UX Summit in June! This is a great opportunity to hone your UX skills with the best and brightest user experience researchers and designers from across the government.

Jean Fox

Feb 08, 2021

Learn how journey maps and service blueprints help teams better understand how people really use our sites and services to do what they need to do.

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Hosted by Digital.gov and the U.S. Web Design System

Dan Williams

Norah Maki

Customer Experience

Federal Student Aid’s New Virtual Assistant Offers Model for Improved Customer Service in Government

Aidan, Federal Student Aid’s new virtual assistant, gives customers instant responses to questions about financial aid, loan balances, repayment plans, where to find pages on StudentAid.gov, how to identify their loan servicers, and more, without having to contact a call center.

Abraham Marinez

Dec 07, 2020

In this talk, we’ll focus on content creation and how accessibility supports multilingual work.

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Hosted by Digital.gov and the Multilingual Community of Practice

Willa Armstrong

Laura Godfrey

Wendy A F G Stengel

This presentation lays out USPS.com’s continuous improvement approach and how it combines analytics and customer feedback with iterative heuristic reviews, design, and usability testing to monitor, improve, and evolve the USPS.com CX.

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Hosted by Digital.gov and the United States Postal Service

Jeff Pass

Alexander Turgeon

Matt Petrowski

Join us for discussion from government and private-sector leaders on how to advance plain language in government communications. Hear lessons learned and victories of every size.

Hosted by Digital.gov and the Plain Language Community of Practice

Metrics

Zero Pageviews Is Your Goal: Finding Problem Pages with Website Analytics

Improve customer experience by turning your website analytics upside down to track the numbers for pages you DON’T want visitors to see.

David Kaufmann

Oct 27, 2020

Customer Experience

6 Ways Government Innovators Are Building Stronger Public Services

Learn how federal agencies are using AI, data, cloud computing, customer experience, and the TTS tech stack to improve civic resources for all Americans.

Aileen McGraw

Sep 09, 2020

This Week's IDEA

Measure Performance to Make Continuous Improvements

This week, we’re exploring what it means to measure performance, and we’re taking a look at how listening to customers is the best way to continuously improve websites and digital services.

Rachel Flagg

Ammie Farraj Feijoo

Aug 04, 2020

This Week's IDEA

Build Sites to Address the Entire User Journey

This week, we’re exploring what it means to understand the user experience, and we’re taking a look at ways to use journey mapping to find opportunities for improving products and services.

Jun 16, 2020

This Week's IDEA

Promote Continuity to Better Support Customer Journeys

This week, we’re exploring what it means to promote continuity, and we’re taking a look at ways to use service design to deliver a great experience.

Ammie Farraj Feijoo

Dan Williams

May 12, 2020

Findability

Experimenting with SpecialAnnouncement Markup (Updated June 09, 2020)

What USA.gov learned during its pilot with SpecialAnnouncement markup to make COVID-19 information easier to find in search results, now updated to reflect changes by major search engines.

David Kaufmann