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.
Customer experience
Improving customer experience drives better results in the federal government
More News and Events on Customer experience
233 posts
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.
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.
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.
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.
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.
Customer Experience
A Guide For Agencies Building CX Capacity
GSA’s customer experience team has released a federal buying guide to aid agencies with buying CX Services.
Connecting Americans to Coronavirus Information Online
The American people need access to the most up-to-date public health guidance and information on coronavirus testing facilities. To help Americans find coronavirus information online, incorporate Schema.org’s new standard tags into all web pages related to COVID-19.— via The White House
In this meeting, we’ll talk about readability audits and formulas and how they work—and don’t work—to improve web content and the users’ experience.
Watch Video
2020
Learn how to improve the user experience of your website by following the ADAPT Model to enhance the performance of your content on cellular networks or mobile devices.
Watch Video
2020
Taking a Look at the USAGov Analytics Dashboard
The USA.gov’s team launched a new analytics dashboard that shows the top pages and topics that are trending on USA.gov and USA.gov/espanol. This gives agencies a better window into the information the public needs most so they can prioritize that information and make it more accessible to their users.— via USA.gov
The Most Popular Questions from the Public
The team at USAGov analyzed more than 13,000 chats and phone calls from the public, in both English and Spanish, and then tagged these inquiries by popular topic area. These are the top questions our government-wide contact center received over the last four months.— via USA.gov
Technology Transformation Begins With People: Closing the Human-Technology Gap
GSA's Technology Transformation Services is prototyping a human-centered approach to cultivating an environment of lifelong learning to attract and retain the best talent to serve our citizens.
Prototyping Engagement Workshops for the Future of Federal Data, Dashboards, and Storytelling
User-centered design is critical for meetings—from the front lines to C-suite. How might we host more hands-on learning sessions and experience exchanges to improve and customize the way the federal workforce communicates to diverse stakeholders?
Mobile
Building Trust with Users Through Open Communication and Feedback
A look at how FEMA responds to user needs and bugs in their app development.
Redesigning an Intranet Site: Final Stages, Launch, and Lessons Learned
Helpful lessons from the National Center for Complementary and Integrative Health (NCCIH) on the redesign of an intranet.
Join the CX Community for their first meeting of 2018 where CRM in government will be discussed.
2018
Using Journey Mapping to Streamline Processes Across Agencies
How one team used journey mapping to improve the customer experience for newly naturalized citizens attempting to travel abroad.
Making Customer Satisfaction Data Actionable at the Peace Corps
Learn how measuring customer experience helped inform and guide website development at Peace Corps.
Government Launches Login.Gov to Simplify Access to Public Services
Joel Minton, a member of the U.S. Digital Service, is working with GSA’s Technology Transformation Service as the director of login.gov. Tom Mills is the Chief Technology Architect at U.S. Customs and Border Protection. In early April, the U.S. Digital Service and 18F launched login.gov, a single sign-on solution for government websites that will enable
