Research

The concepts of agile may not be new, but there is a renewed push across government to embrace this customer-feedback driven methodology, in everything from software development to project management. A government community has even sprung up to help feds learn from one another what it takes to incorporate agile into more efficient and effective

The Social and Behavioral Sciences Team (SBST) uses theories, research, and methods from the social and behavioral sciences to address and solve challenges faced by the public.

We hear a lot about agile software development being used in work with customers and end users. User stories are developed, coders and programmers turn them into prototypes, then testing is done to make sure the features work and do what is expected. But, agile is more than a way to develop software; it’s a

To help us gauge the effectiveness of the programs we offer to other government agencies, we launched our first Government Customer Experience Index (GCXi) survey in 2013.

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

Personas are a tool that organizations can use to learn more about their users. They are used to learn as much as you can about end users in order to better the product or service you provide.

Building off the great discussion started around Customer Experience, we’re looking at the difference between User Acceptance Testing and Usability Testing.

If you plan for accessibility when creating and posting media, you can create a rich, interactive community where users can get important government information from your agency’s official website or blog and dialogue with government.