Upcoming changes reflect website analytic data, call center data and qualitative data directly from users. Image: dencg/Shutterstock.com
By: FEDweek StaffA posting on performance.gov says that an ongoing revamp of USA.gov carries lessons for agencies to apply in revising their own websites to improve the customer experience.
It says that beta versions of the revised site and its companion site in Spanish will be posted soon, with changes in both the content and the supporting technology that reflect website analytic data, call center data and qualitative data directly from users. For example, one change will be to make links for taking action more prominent and recognizable.
It cites “lessons learned that may benefit other agencies interested in taking a similar approach” as (in its words):
* “Use both qualitative and quantitative analytics: Qualitative and quantitative data have far more power when combined than they do when used separately. Combining insights from both types of data allows a deeper understanding of users’ needs as well as better monitoring for the way that users’ needs change over time.”
* “Plan for continuous discovery and delivery: Rather than thinking of web redesign as a ‘one and done’ activity, USAGov leaders noted the need to continuously keep a pulse on their users’ needs and adjust web content and features accordingly. For example, leaders discussed featuring tax content more prominently during tax season, where user data showed visitors to the site were primarily looking for information about filing and tracking their tax returns.”
* “Integrate content, UX and technical design: Integrating and empowering technologists, UX researchers and content strategists has allowed the USAGov team to be nimble and make quick changes in a continuously changing environment.”
Decisions on Federal Workplace Issues Remain Before Congress
At FBI, the Higher the Level, the Lesser the Penalty for Sexual Misconduct, Senator Says
Reminder on Revised Leave Policies for Voting
Review of Marijuana Policy Could Have Implications for Federal Workplace
Enrollee Share of FEHB Premiums to Rise 8.7 Percent on Average for 2023
OPM Addresses Drivers of Premium Hikes, Upcoming Coverage Changes in FEHB
Effort to Ban a New Schedule F Ratchets Up in Congress
Administration Urged to Extend Waiver in Loan Forgiveness Program
See also,
Employees Value TSP, Annuity, FEHB Most Highly, Survey Finds
Did FERS Actually End the CSRS “Golden Handcuffs” Effect?
Report Assesses Impact of Repealing Windfall, Offset Provisions
With FERS Annuity Indexed for Inflation, Fed Retirees Faring Better
