Many customer experience (CX) nerds in the public sector are wondering “What will happen to Biden’s CX Executive Order?” Here’s some context on how CX-related executive orders have played out in the past, and some hypotheses about what lies ahead.
In November 2024, OMB released a memo clarifying that the Paperwork Reduction Act (PRA) does allow usability testing and offering guidance on complying. The criteria can be confusing, though, so let’s talk about what’s required.
Questions are not inherently neutral. They carry context, tone (if spoken), assumptions, and bias. If you’re working with customer (CX) or employee (EX) experience, asking questions is a necessary part of gathering feedback. Let’s discuss a couple of the ways that questions make assumptions and how to avoid them when collecting feedback.
Section 508 requires that all government communications and information are accessible to people with disabilities. But what happens outside official communications is also crucial for accessibility.
Management styles have diversified over the past decade, with more “traditional” command-and-control management approaches falling out of fashion. Individual Contributor (IC) and management paths are no longer binary and self-management models (such as this description from scrum.org) are increasing in popularity. But are we failing our player-coaches by not coaching them too?
For many of us, public-sector work brings us a sense of purpose. As personally rewarding and important as this work can be, repeated exposure to sensitive topics without mitigating its impact can lead to burnout and second-hand trauma.
Data visualizations are crucial to sharing the results of quantitative work. Ideally, they should help your audience understand your findings quicker, like a power-assisted bicycle. However, most of us are not trained in data visualization best practices and it can be difficult to know what type of chart to choose.
To differentiate yourself from a sea of people doing PowerPoint karaoke, embrace your inner performer.
Qualitative and quantitative data serve distinct purposes and work best when considered together.
In my last post, I talked about ways that research consent can be more nuanced than “yes” or “no”. This second and final part explores scenarios in which consent can get complicated and trust may be endangered.