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.
Customer experience
Improving customer experience drives better results in the federal government
More News and Events on Customer experience
229 posts
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.
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.
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
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
2020
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.
Watch Video
2020
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
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
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.
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?
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.
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.
Join the CX Community for their first meeting of 2018 where CRM in government will be discussed.
2018
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.
Making Customer Satisfaction Data Actionable at the Peace Corps
Learn how measuring customer experience helped inform and guide website development at Peace Corps.
Government Launches Login.Gov to Simplify Access to Public Services
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
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?
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
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
Build Your Audience by Hosting a Twitter Chat
Twitter is more than just a platform for sharing news and updates: it can be a tool for directly communicating with your community and understanding what is important to them. One way you can connect with your Twitter audience is by hosting a Twitter Chat. They can be a good way to discuss key topics,
