Customer experience: beyond surveys
Want to measure customer experience? Surveys aren’t the only way! Consider these guiding questions to help your team select an approach based on what you want to learn. — via 18F
User Centered Design
News and Events on User Centered Design
60 posts
Learn about the USWDS component lifecycle, and how you can suggest a new component.
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2024
Designing with empathy
Discover the transformative power of empathy in design with USAGov’s benefit finder. From simplifying applications to a mobile-first approach, the revamped tool not only functions efficiently in two different languages and cultural contexts, but demonstrates the consideration for users in challenging situations. Explore how empathy turned a government service into a compassionate lifeline, creating a product that genuinely understands and meets people where they are. — via USA.gov
Sharing artifacts and outputs from research
Have you conducted user research and are now wondering which artifacts or outputs you can share and with whom? 18F provides tips on determining your target audiences, using discretion for sensitive data, and ensuring that such work complies with the Paperwork Reduction Act (PRA). — via 18F
How a Small Team Modernized a Federal Website to Improve CX
The recent redesign of the Office of Natural Resources Revenue (ONRR) website stands as an example for agencies seeking to enhance their online platforms. ONRR’s Open Data, Design, and Development (ODDD) team played a pivotal role in this website transformation by embracing open data, user-centered design, accessibility, collaboration, and continuous improvement. — via Performance.gov
User Experience
Incorporating user experience practices into data-driven development of a biomedical software tool
Join the National Cancer Institute and a university-based researcher to discuss interpreting complex data.
2023
The 18F design chapter
Designing technology-enabled public services requires deep expertise in how different elements of the experience come together (or don’t!). The 18F design chapter comprises four discipline-specific cohorts — service design, user experience (UX) design, product design, and content strategy — each of which has a primary focus, with corresponding tools, methods, and techniques. — via 18F
The U.S. Web Design System (USWDS) and onrr.gov
The U.S. Web Design System (USWDS) includes five design principles that facilitate human-centered design. In this post, we look at the work our team does to make sure we’re meeting each principle. — via Office of Natural Resources Revenue
What Agile Looks Like at the Office of Natural Resources Revenue
What Agile Looks Like at the Office of Natural Resources Revenue—Agile at the Office of Natural Resources Revenue (ONRR) started with 18F. They reflect on where they are today, five years later. — via Office of Natural Resources Revenue
Content Design for beta.ADA.gov: Writing for Action and Flexibility
Content Design for beta.ADA.gov: Writing for Action and Flexibility—18F worked with a team at the Department of Justice to redesign ADA.gov. They helped them launch beta.ada.gov, and designed new content for some of the most sought-after ADA topics. — via 18F
Join Digital.gov’s Web Managers Community as they host a discussion with panelists from the Lab at OPM, National Institutes of Health, Navy Bureau of Medicine and Surgery, and Presidential Innovation Fellows. The panel will discuss how to align culture and digital strategy to build better digital services.
2021
User Experience
2021 User Experience Summit
A 3-day remote summit covering User Experience (UX) management in the government.
2021
Words make digital experiences human-centered, and require just as much thought as the branding and code. As federal agencies strive to use human-centered design, they need to remember that words and design work together. See how interfaces rely on language, and how your writing can make or break an experience. Learn principles for UX writing that anyone who works on digital products can apply to their own work.
2021
Building a User-Centered Data Strategy
Building a User-Centered Data Strategy—Developing a data strategy is challenging, but 18F can help agencies with the process of creating an effective one. Our principles of user-centered design, agile, and iterative delivery can increase an agency’s chance for success in using data more effectively. — via 18F
Privacy
Security is Everyone’s Responsibility: Delivering Secure, Usable Login for Government
How login.gov incorporated human centered design and continuous discovery into their product development process to improve the user experience.
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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2021
Join the U.S. Web Design System team as we look at what’s in our latest release: USWDS 2.10.0!
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2020
Join U.S. Web Design System Product Lead, Dan Williams, to hear about what’s next for the design system as we come to the end of 2020.
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2020
Federal Crowdsourcing
Federal Crowdsourcing Webinar Series, Episode 14: Putting Open Data to Work for America’s Communities
Learn how federal agencies can leverage The Opportunity Project’s adaptable toolkit to engage cross-sector collaborators and rapidly prototype digital products powered by federal open data.
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2020
Join U.S. Web Design System Product Lead, Dan Williams, as we talk about the design system and answer your questions.
Watch Video
2020
