2 March 2016

User research to improve public-government interactions in the U.S.

Be the first to share

The U.S. federal government needs to improve how it interacts with the public. Enter the Federal Front Door, an initiative to improve public-government interactions across the board.

The team is currently exploring projects to improve the quality of experiences and interactions people have with the government. These include efforts to improve transparency in service design, promote information sharing among agencies, and increase people’s trust in the government.

All the work at Federal Front Door is guided by user research — structured conversations with people from varied populations.

A new research report highlights the lines of inquiry, provides detailed descriptions of what was learned, and raises questions that warrant further study.

We wanted to explore the touch points, pain points, and information-sharing attitudes of all the people who interact with the U.S. federal government. This includes U.S. citizens, but also other people who interact with the government as they travel, immigrate, or conduct business with the United States.

During October and November 2015, we conducted 35 scheduled interviews (each of which was roughly 45 minutes) and 29 short intercept interviews in Jacksonville, Kansas City, Minneapolis, Philadelphia, and Sacramento. We also ran a diary study that included seven participants and yielded 52 entries.

The research methodologies supplement provides more information on the interview groups, recruiting scripts, interview scripts, and more.

Be the first to share
10 March 2017
How many users are enough in user research?
The British consumer cooperative Co-op uses both qualitative and quantitative approaches to make decisions about products. While quantitative research is best when you want to understand the scale of something (such as how many users …
2 March 2017
Understanding life’s speed from an anthropological perspective
The latest issue of the Cultural Anthropology journal features a new contribution to the journal’s Openings and Retrospectives section: an Openings collection, "Speed," edited by Vincent Duclos, Tomás Sánchez Criado, and Vinh-Kim Nguyen. In their …
2 March 2017
[Report] How US youth navigate the news landscape
Yesterday, the New York research institute Data & Society released the report How Youth Navigate the News Landscape (download) that explores how young people use mobile devices, messaging apps, and social media to consume breaking …
1 March 2017
[OECD Publication] Behavioural Insights and Public Policy
Behavioural Insights and Public Policy: Lessons from Around the World OECD, March 2017 408 pages “Behavioural insights”, or insights derived from the behavioural and social sciences, including decision making, psychology, cognitive science, neuroscience, organisational and group behaviour, are …
28 February 2017
Organizational culture as lazy sensemaking
Laura A. McNamara describes what ethnographers can do about the cultural equivalent of the fundamental attribution error, also known as correspondence bias. "It’s a common category error (at least among the Western psych undergrads who volunteer …
30 January 2017
Future of Healthcare Provision: Opportunities for Patient Engagement
Future Agenda, a non-for-profit UK-based foresight initiative, has just published a new 38-page paper entitled Future of Healthcare Provision: Opportunities for Patient Engagement. Many believe the healthcare sector is ripe for a digital transformation. The escalating …
26 January 2017
New toolkit to create digital government services
The UK's Government Digital Service has launched a service toolkit that aims to be a one stop shop for service design resources (reports PublicTechnology). The toolkit is a single page on GOV.UK that provides links to …
25 January 2017
[OECD Report] Use of Behavioural Insights in Consumer Policy
Use of Behavioural Insights in Consumer Policy OECD 20 Jan 2017 48 pages Over the past decade, behavioural insights have helped make consumer policies more evidence-based and effective. This report examines how behavioural insights have been used by …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

12 January 2017
Experientia’s CITYOPT project awarded prestigious French award for its sustainable development design

Following the 2016 Smart Innovation Award at “FIMBACTE Trophées du Cadre de vie”, the CITYOPT project has once again been recognized, this time in the prestigious French design competition: “Observeur du Design 2017”, in the Service Design category. In June 2016, CITYOPT won the first stage of the Observeur du Design. Now the project has […]

1 December 2016
More on upcoming conference on design & sustainable innovation for smart cities

Last month Putting People First announced the upcoming conference on design & sustainable innovation for smart cities in Nice France. Meanwhile we are pleased to announce the full event agenda (see below). This event will feature professionals from leading research institutes and industry gathering to present key initiatives which combine Energy Efficiency and Service Design […]

29 October 2016
Upcoming conference on design & sustainable innovation for smart cities

Invitation to the International Conference on Design & Sustainable Innovation for SmartCities Nice (France) 8 December 2016 On the 8th December 2016, the CITYOPT project will host an international conference on Design and sustainable innovation for SmartCities, at the Centre Universitaire Méditerranéen, France. An open invitation to attend is offered to people and organisations who […]

28 October 2016
Experientia’s President, Michele Visciòla, panel judge for MacArthur Foundation’s “100&Change” competition

The 100&Change is an international competition and a landmark opportunity for thinkers and designers to tackle critical challenges affecting the world. Michele Visciòla will be one of the panel of expert judges who will select which project is worthy of the $100 million grant. 100&Change is the MacArthur Foundation competition – launched this year for […]

5 September 2016
Great engine, but the fuel seems poor. Discussing insight development in corporate marketing

The September issue of the Harvard Business Review (HBR) contains a lengthy essay, entitled Building an Insights Engine, on how Unilever has created the organizational capabilities to “transform data into insights about consumers’ motivations and to turn those insights into strategy.” The article was written by Frank van den Driest and Keith Weed of a […]

29 August 2016
Experientia discussing ethnography and patient-centricity at EPIC 2016

This week Experientia joins our colleagues and peers in Minneapolis at EPIC 2016, the premier international gathering on ethnography and design in industry. The theme for the conference this year is Pathmaking, emphasizing the power of ethnography to create transformative innovation, growth and strategic success for companies, industries and communities. On the second day of […]

See all articles