Official websites use .gov
A .gov website belongs to an official government
organization in the United States.
Secure .gov websites use HTTPS
A
lock (
) or https:// means you’ve safely connected to
the .gov website. Share sensitive information only on official,
secure websites.
Guidance on building better digital services in government
User experience involves every interaction a user has with an agency.
Websites and digital services provide better results when they are designed and delivered with the user in mind. In the current digital landscape, it is critical to adopt a user-centered approach to understand and respond to the individual needs of users. By evaluating the user experience on federal websites and digital services, agencies can increase customer satisfaction, build public trust, and reduce burden on the public.
Learn from case studies and best practices from federal UX practitioners to drive innovation through inclusion.
Understand how and why design impacts user experience.
Use the kit’s guidelines and templates to test the usability of your services and solutions.
Align on common goals and drive better user experiences on government websites.
Use this collection of tools to put human-centered design into practice. They are focused on digital services, but can also be adapted to non-technical projects.
Discover how USA.gov tailors its benefit finder experience for both English and Spanish-speaking users through culturally nuanced content. Through dual-track language research, a bilingual support team, and A/B testing, USA.gov ensures that more users receive relevant, empathetic, and user-friendly content. The USA.gov team also identified and addressed recruitment challenges to interatively improve its ongoing research processes.— via USA.gov
User research is an important part of customer experience transformation. Different types of research require different approval under the Paperwork Reduction Act (PRA). Through seven case studies, the U.S. Digital Service shows how agencies conducted valuable user research that did not require PRA approval and successfully integrated findings into their projects. Their work illustrates how thoughtful user research transforms delivery of services and helps agencies build trust in government.— via U.S. Digital Service
USA.gov and 10x recently partnered to develop a new user research recruitment page. The page launched in February 2024 and has attracted hundreds of sign-ups. It allows participants to assist in testing government websites for compensation, and helps teams find participants that match needed demographics. By simplifying the process and expanding recruitment of diverse populations, the initiative aims to support and streamline user research. It plans to add recruitment opportunities in additional languages and recruit more specific audiences for future studies.— via USA.gov
As a small team, Digital.gov adopted user research and customer experience early. That foundation helps develop evidence-based strategies for today.
To help agencies evaluate the accessibility of their digital products, GSA is making it easier to create Accessibility Conformance Reports through its new OpenACR Editor.
Introductory guidance on implementing privacy protections for users of federal websites.
This event recap highlights best practices, a short case study video, and examples of federal web content that received both high and low scores in the 2021 Plain Language Report Card.
Consequence design is part of everyday life. Deceptive techniques like “dark patterns” and “hostile design” trick people into taking unintended actions — learn how to prevent them from sneaking into our design work.
A design system for the federal government that makes it easier to build accessible, mobile-friendly government websites for the American public.
A resource with four approaches to help federal employees perform usability testing.
A deeper look at accessibility: what to do, how to do it, and why it matters.
A design system for the federal government that makes it easier to build accessible, mobile-friendly government websites for the American public.
Various policies require you to have certain content—or provide links to content—from specific places on your website.
A resource for developing accessible products.
A guide to making products more accessible for everyone.
A toolkit of principles, guidance, and code that helps agency digital teams build accessible, mobile-friendly government websites for the American public.
450 posts
Discover how USA.gov tailors its benefit finder experience for both English and Spanish-speaking users through culturally nuanced content. Through dual-track language research, a bilingual support team, and A/B testing, USA.gov ensures that more users receive relevant, empathetic, and user-friendly content. The USA.gov team also identified and addressed recruitment challenges to interatively improve its ongoing research processes.— via USA.gov
User research is an important part of customer experience transformation. Different types of research require different approval under the Paperwork Reduction Act (PRA). Through seven case studies, the U.S. Digital Service shows how agencies conducted valuable user research that did not require PRA approval and successfully integrated findings into their projects. Their work illustrates how thoughtful user research transforms delivery of services and helps agencies build trust in government.— via U.S. Digital Service
USA.gov and 10x recently partnered to develop a new user research recruitment page. The page launched in February 2024 and has attracted hundreds of sign-ups. It allows participants to assist in testing government websites for compensation, and helps teams find participants that match needed demographics. By simplifying the process and expanding recruitment of diverse populations, the initiative aims to support and streamline user research. It plans to add recruitment opportunities in additional languages and recruit more specific audiences for future studies.— via USA.gov
As a small team, Digital.gov adopted user research and customer experience early. That foundation helps develop evidence-based strategies for today.
To help agencies evaluate the accessibility of their digital products, GSA is making it easier to create Accessibility Conformance Reports through its new OpenACR Editor.
Optimizing federal service touchpoints involves analyzing both actively-sought and spontaneous feedback, introducing new metrics and data points.
The U.S. Navy’s Program Executive Office for Digital and Enterprise Services is working to revolutionize how information technology is acquired.
Each year, more than 400 million individuals, families, businesses, organizations, and local governments get information and services from about 430 federal agencies and sub-agencies. The Biden-Harris administration is driving a bold vision for how government agencies serve their customers digitally with OMB’s ten-year roadmap for a modern digital experience. Agencies have already made significant strides. Learn about recent successes by the IRS, CDC, NASA, and FEMA, and how OMB will continue to collaborate with agencies to ensure ongoing improvement in digital government services.— via The White House
GSA shares a 4-step process used to measure and analyze related websites, and additional plans to improve customers’ digital experience.
The Biden-Harris President’s Management Agenda (PMA) emphasizes an effective, equitable and accountable government. As part of this effort, the General Services Administration (GSA) is conducting a study on the equity of remote identity proofing. The study aims to assess and improve the accessibility and equity of remote identity verification technologies such as facial matching systems. Learn more about the context, purpose, and progress of the study, and how it supports GSA’s goal of enhancing digital government services and prioritizing equitable design practices.— via Performance.gov
Last fall, vote.gov and the USAGov program partnered for their first-ever social media takeover on National Voter Registration Day. The campaign, which encouraged the public to register to vote, reached 36,000 people across USAGov’s platforms and generated over 2,000 engagements. The partnership raised awareness for vote.gov, boosted vote.gov’s website traffic, and laid the groundwork for the future collaborations and resource-sharing between the two entities. This collaboration between vote.gov and USAGov offers a model for social media takeovers and partnerships between federal agencies and teams.— via USA.gov
GSA’s Fine Arts team recently leveraged modern product development practices to launch the new collection website.
The GSA SmartPay program, the largest government charge card and commercial payment solutions program in the world, celebrated their 25th anniversary by launching three new websites with a user-centered, agile approach.
Dynamic careers are derived from creativity, accountability, influence and strategic planning. Learn about how enhancing job skills builds resilience in today’s work environment.
Exploring High-Impact Service Provider performance through open source data analysis to enhance customer experience with federal services.
USAGov’s usability (UX) team developed a step-by-step process for visitors to easily report a scam. Here are 5 things the team learned from performing usability testing on the tool.— via USA.gov
IDmanagement.gov has received an update that makes it easier for users to find exactly what they need.
Digital.gov
An official website of the U.S. General Services Administration
