Government Usability Case Studies

National Cancer Institute
Persona Development Case Study: NCI and Spanish Language Outreach

• Gathered qualitative and quantitative user data
• Identified key values, beliefs, and language practices of Latino users
• Developed personas about Spanish-speaking users

Environmental Protection Agency
Heat Mapping Case Study: Epa.gov Homepage

• Use heatmapping to visualize data
• Identifying underused sections
• Discovering which links are really valuable

Food and Drug Administration
API Usability Case Study: openFDA

• Included Interactive Documentation
• Supported Encryption
• Clarify Terms and Provide Consistent Formatting

• Analyze user task flow
• Test all navigation items before launch
• Did their own testing in-house
• Make error message helpful

Department of Health and Human Services
Child Support Enforcement – Usability Case Study

• Created a “Virtual” Focus Group
• Used a mega-men to show more options early
• Quick links for vital, high-frequency content

Federal Reserve Board
Using Top Tasks to be Top-Notch – Usability Case Study

• Review top tasks early
• Test out Information Architecture via card sorts and tree tests
• Repeat every 18-24 months

National Archives and Records Administration
Improving Content, Increasing Participation – Usability Case Study

• Create a participatory design process
• Sort information by topic, not department
• Retire old and unpopular content

General Services Administration
Using Analytics to Create Change – USA.gov Usability Case Study

• Make data-based decisions
• Tell a compelling story
• It’s not a sprint, so think long-term

National Oceanic and Atmospheric Administration
National Ocean Service — Usability Case Study

• Reviewing analytics before doing user research
• Did their own testing in-house
• Did iterative (repeat) testing for maximum results

Food and Drug Administration
Consumer Graphics — Usability Case Study

• Created two versions of an infographic
• Tested both with internal employees prior to launch
• Removed unnecessary and confusing elements

General Services Administration
Kids.gov — Usability Case Study

• Did prototype testing to get early feedback
• Did “First Click” testing to gain basic understanding of how customers think
• Did iterative (repeat) testing for maximum results

General Services Administration
Data.gov – Usability Case Study

• Improve visibility of search and navigation
• Made most popular “Community” content more prominent
• Created an ongoing system of collecting usability feedback

Department of Energy
Fueleconomy.gov – Usability Case Study

• Simplified technical terms
• Improved buttons with clearer names and better positioning
• Added a “Learn More” button at bottom of the page

Department of Justice
ATF.gov – Usability Case Study

• Removed search autocomplete function, which was frustrating users
• Moved important links to higher priority position on page
• Increased font size to 10 points for better readability

General Services Administration
Contractor Vehicle Navigator – Usability Case Study

• Replaced jargon with plain language
• Moved “Help” section to more visible location
• Included “trackability” functionality in online forms

Department of Commerce
Commerce Departmental Library – Usability Case Study

• Revised navigation labels to make them more descriptive
• Revised and re-organized information to clean up and de-clutter pages
• Made text fonts and styles consistent throughout site

eRulemaking Program Management Office
Regulations.gov – Usability Case Study

• Made site search results easier to scan
• Boosted prominence of important link for improved site navigation
• Added more information about “Comments Received” function

Department of Transportation
SaferBus Mobile Application – Usability Case Study

• Added tagline to explain what people can do on this app
• Changed design to make icons more “clickable”
• Improved navigation by creating clearer icons

General Services Administration
SAM.gov – Usability Case Study

• Improved label descriptions for better navigation
• Made main options—creating an account and registering an entity—clearly distinct
• Defined purpose and scope of search box

General Services Administration
Business.USA.gov – Usability Case Study

• Added tagline to explain what people can do on this website
• Improved “clickability” of menu items
• Made Twitter icon more prominent

Department of Defense
Army.mil – Usability Case Study

• Prioritized information
• Added “Quick Links” so users can find popular information quicker

General Services Administration
FedRAMP – Usability Case Study

• Added new tagline on homepage to explain what FedRAMP does
• Re-designed navigation based on user needs
• Significantly reduced text on homepage for cleaner interface

Internal Revenue Service
IRS.gov – Usability Case Study

• Reduced list of links and revised descriptions
• Grouped similar pages together based on audience segments
• Replaced confusing acronyms with plain language

General Services Administration
GSA Intranet (Insite) – Usability Case Study

• Replaced revolving navigation bar with most important site links
• Simplified acronyms and program names with plain language
• Eliminated distracting animation

Department of Interior
Office of Natural Resources Revenue – Usability Case Study

• Replaced confusing “floating” links with clear navigation and easy-to-understand directions
• Replaced jargon in main navigation with plain language
• Placed new information in more prominent place on homepage

National Science Foundation
NSF.gov – Usability Case Study

• Used clear labeling to indicate reports with most recent data

National Oceanic and Atmospheric Administration
Weather.gov – Usability Case Study

• Simplified tabs on top of map; used plain language to guide casual users
• Added “home” button to persistent menu for better navigation; moved agency logos to reduce confusion
• Added graphics to highlight timely, relevant information