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Guidance on building better digital services in government
Improving customer experience drives better results in the federal government
101 posts
Improve customer experience by turning your website analytics upside down to track the numbers for pages you DON’T want visitors to see.
Learn how federal agencies are using AI, data, cloud computing, customer experience, and the TTS tech stack to improve civic resources for all Americans.
This week, we’re exploring what it means to measure performance, and we’re taking a look at how listening to customers is the best way to continuously improve websites and digital services.
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.
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.
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.
GSA’s customer experience team has released a federal buying guide to aid agencies with buying CX Services.
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
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 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
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.
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?
A look at how FEMA responds to user needs and bugs in their app development.
Journey maps are a visual representation of a customer’s end to end journey with your product or service. They are a powerful tool for exploring key interactions and experiences with your organization, programs, and/or services. Journey maps describe a customer’s entire journey, even the parts that occur before and after contact with your organization. They
“User Experience” and “Customer Experience.” They sound pretty similar, right? Well, here at the Office of Citizen Services and Innovative Technologies, we look at it like this: User Experience (UX) deals with people interacting with your product and the experience they receive from that interaction. UX is measured with metrics like: success rate, error rate,
Digital.gov
An official website of the U.S. General Services Administration
