Use ‘Journey Maps’ to Understand and Improve People’s Interactions with Public Services
Journey mapping is a simple yet powerful way to explore the experiences people have with your services and generate insights on how you can improve them.
Posts Tagged: user research
Rephrasing for Results: Matching Your Words to the Way Your Audience Thinks
Experimenting with multiple wording options to see which one performs better can help you communicate in ways that match how your target audience is thinking.
When the “Wrong” Words Can Help People Find the Right Services
It’s usually good to use plain language and avoid jargon. But sometimes, incorrect, outdated, or obscure terms can help you “meet people where they’re at”!
Testing Different Versions of Language can Improve Your Communications
Randomized experiments with multiple wording or design options (A/B testing) can assist in decision-making to help people better understand what you’re trying to communicate.
How User Research Can Improve Application Processes
Does your government agency run a program or service that requires people to apply? By doing research into the experiences that applicants are having, you can gain insights to help design and implement improvements.
How to Set up a User Research Participant Incentive Program Within a Government Agency
Government agencies need to uncover their constituents’ real needs in order to establish customer-centered services and comply with mandates. User research programs help agencies do that, but they can be complicated. We identified key issues and steps to consider.
How Do You Overcome Resistance in Projects?
We spoke with your colleagues, current and former govies who are experts in the digital services realm. We wanted to know: Have they encountered resistance at work? And importantly, how did they overcome it?
4 Reasons Government Should Compensate User Research Participants
With government’s increased prioritization of inclusivity and accessibility, compensating research participants is more important than ever.
5 Tips for Successful User Research
When conducting user research, it’s important to keep in mind the following five tips and best practices to ensure you find real problems and solutions.
Conducting User Research in Government?
Here is a limiting belief: We are a government organization and don’t think user research is something we can do.