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Guidance on building better digital services in government
Improving customer experience drives better results in the federal government
144 posts
As a follow-up to the recent post about our annual customer satisfaction survey, we wanted to dig into the data and share some of the overall results to give you some more insights into how we’re using your feedback to improve our programs and services.
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,
In October 2012, comScore, a Web analytics research company, released an independently produced report that analyzes 75 federal agency websites on a range of quantitative and qualitative factors.
Digital.gov
An official website of the U.S. General Services Administration
