Personas: learn how to discover your audience, understand them, and pivot to address their needs
Advice from five federal experts on creating user personas.
Customer experience
Improving customer experience drives better results in the federal government
More News and Events on Customer experience
230 posts
Who’s your website manager?
The importance of HR and accountability to improving digital service delivery at federal agencies.
Understanding design in 10 questions
How the discipline of design can help your agency improve customer experience.
Digital governance at GSA
A peek into GSA’s internal processes for managing their websites and improving digital experience.
Collaborate with the TTS Public Benefits Studio
The Benefits Studio is seeking feedback and collaboration as it explores texting as a tool to improve the public experience of benefits programs.
9 web resolutions to jump-start 2023
Nine areas to focus on in the coming year to take your digital sites and services to the next level.
Web Managers & Web Analytics
Continuously improve your website by using customer feedback and web analytics: An IRS case study
Get tips and lessons learned from the Internal Revenue Service on how they collect user feedback and use web analytics to improve applications.
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2023
To Build Trust, Aim for Easy
Trust is earned through consistency and commitment. Build sites that build trust by considering user needs, respecting people’s time, and avoiding customer experience pitfalls.
Putting People at the Center of Digital Government
USAGov and USAGov en Español are working to reimagine the way we provide government information and services to the public. The USAGov team is an example of how GSA’s Technology Transformation Services (TTS) is aligning and living up to the challenges outlined in the President’s Management Agenda. The focus in 2022 has been on centering the work around the people we serve. — via General Services Administration
Sunrise to Sunset: Building a Customer-centric Digital Ecosystem
GSA has developed the Digital Lifecycle Program, with tools and guidance to help teams manage a compliant, customer-centric digital property from ideation through sunsetting.
Taking a Design-led Approach to Digital Modernization
Learn how GSA uses collaboration, empathy, and existing expertise to modernize their digital portfolio and improve customer experience.
Your Federal Front Door: USA.gov and USAGov en Español are Focused on the Public
The Biden-Harris Administration’s President’s Management Agenda Vision (PMA) lays the foundation for an effective, equitable, and accountable government that delivers results for all Americans through three main priority areas. Periodically Performance.gov shares stories that highlight real world examples of one of the three PMA priorities. Follow along as they discuss the current approach of the USAGov team and what’s on the horizon for the USAGov website. — via Performance.gov
WEB CONTENT and USER EXPERIENCE
Improve Your Website With User Testing
Get tips and lessons learned from the Environmental Protection Agency on how to conduct user testing to improve customer experience.
2022
CXDay
CXDay—Help us celebrate and champion customer experience (CX) in government. Join Performance.gov and agencies across government for #CXDay on Tuesday, October 4th. — via Performance.gov
User Experience
DHS Usability Testing Kit — So Easy, Anyone Can Do It
Join us for an overview of the Department of Homeland Security’s new Usability Testing Kit, including its four approaches to usability testing.
2022
Plain Language
2022 Federal Plain Language Summit
Join the best and brightest plain language practitioners from across the federal government.
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2022
Measuring and Justifying the Government Experience
Measuring and Justifying the Government Experience—Private sector organizations use revenue as the primary measurement to justify improving experiences. Many government services don’t have revenue as a lever, so how can we justify work to improve experience? The Office of Natural Resources Revenue (ONRR) leveraged a few metrics on their team that fall into three categories: laws and regulations, improving the experience for users, and saving time for employees. — via Office of Natural Resources Revenue
Plain Language
Increase Your Impact With Plain Language
Get tips and lessons learned from the U.S. Department of Justice Civil Rights Division on using plain language to increase their impact and influence.
2022
Announcing the CX Maturity Model
Announcing the CX Maturity Model—A recent executive order on improving customer experience and service delivery holds 17 agencies accountable for 36 specific commitments, but it is a call to action for the entire federal government. The Customer Experience Center of Excellence (CX CoE) has created a Maturity Model, a framework to help organizations transform their federal service delivery. It is designed to provide organizations with a deeper understanding of how to measure their maturity level, and tactics to get to the next level. Although the CX Maturity Model does not represent or constitute official guidance, it can help you take your organization’s CX Maturity to the next level. Tailor the model to meet your agency’s specific needs. — via The Centers of Excellence
What is Customer Experience?
What is Customer Experience?—With the new Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government (Executive Order 14058), customer experience (CX) has become a buzzword in the federal government. Let’s take a look at what it is. — via Office of Natural Resources Revenue
