Customer experience

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

May 11, 2020

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.

Sheev Davé

Aaron Stienstra

Boris Arratia

Apr 24, 2020

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

Apr 24, 2020

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

Katherine Spivey

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.

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David Fern

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

Jan 16, 2020

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

Oct 08, 2019

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.

Nina Bianchi

Sep 11, 2019

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?

Davar Ardalan

Nina Bianchi

Maria Dayton

Aug 21, 2019

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.

R. ‘Fitz’ Fitzhenry

Jun 13, 2019

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.

Karla Blaine

Mar 07, 2018

Join the CX Community for their first meeting of 2018 where CRM in government will be discussed.

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.

Laura Godfrey

Feb 05, 2018

Making Customer Satisfaction Data Actionable at the Peace Corps

Learn how measuring customer experience helped inform and guide website development at Peace Corps.

Chris Rottler

Jan 30, 2018

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

Joel Minton

Tom Mills

Aug 28, 2017

The Data Briefing: Ten Years of Digital Transformation—Lessons Learned

Since 2007, a major consulting firm has conducted an annual survey on organizations’ “Digital IQ.” In the ten years of organizations grappling with digital transformation, what has been learned?

Bill Brantley

Jul 26, 2017

Improving Customer Experience with Digital Personas

Keeping the customer’s needs front and center is important when developing new digital tools. We recently developed a set of user personas as part of our work to establish a more robust—and data informed—understanding of the individuals that engage digitally with the National Archives (NARA). User personas are fictional, but realistic representations of key audience

Archivist of the United States

Jun 20, 2017

Opening Public Services to Artificial Intelligence Assistants

“Hey, Computer, how do I access my public services?” Citizens will soon be able to ask their Intelligent Personal Assistants (IPA) this question through an Emerging Citizen Technology open-sourced pilot program. The purpose of the initiative is to guide dozens of federal programs make public service information available through automated, self-service platforms for the home

Justin Herman

Jun 06, 2017