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
19 June 2018
The UK Government’s Data Ethics Framework
The UK Government's Data Ethics Framework guides the design of appropriate data use in government and the wider public sector. This guidance is aimed at anyone working directly or indirectly with data in the public …
9 June 2018
[Book] Radical Help – by Hilary Cottam
Radical Help - How we can remake the relationships between us and revolutionise the welfare state By Hilary Cottam Virago Publishing June 2018, 320 pages > Book talk at the RSA How should we live: how should we care for …
11 May 2018
A design lab is making rituals for secular people
At the Ritual Design Lab in Silicon Valley, a small team of “interaction designers” is working to generate new rituals for modern life, with an eye to user experience. Created by Kursat Ozenc and Margaret …
7 May 2018
Human-centered building design
Putting people at the centre when designing and delivering buildings of the future is crucial to unlocking the potential of new technologies, according to the third installment of Buildings of the Future paper (pdf) released …
4 May 2018
[Book] Automating Inequality
Automating Inequality: How High-Tech Tools Profile, Police, and Punish the Poor By Virginia Eubanks St. Martin's Press, January 2018 272 pages The State of Indiana denies one million applications for healthcare, foodstamps and cash benefits in three years—because a …
2 May 2018
[Book] Ethnographic Thinking
Ethnographic Thinking: From Method to Mindset by Jay Hasbrouck Routledge Press, December 2017 140 pages This book argues that ‘ethnographic thinking’―the thought processes and patterns ethnographers develop through their practice―offers companies and organizations the cultural insights they need to …
2 May 2018
[Book] I Feel You: The Surprising Power of Extreme Empathy
I Feel You: The Surprising Power of Extreme Empathy By Cris Beam Houghton Mifflin Harcourt, March 2018 272 pages Empathy has become a gaping fault line in American culture. Pioneering programs aim to infuse our legal and educational systems …
27 April 2018
The case for hiring a ‘Digital Anthropologist’
James Ingram, chief executive officer of visual content creation company Splashlight, explains why we need digital anthropologists to handle handle, interpret and apply cultural analysis to data and arrive at consumer insight. Making sense of copious …

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.

13 June 2018
Invito: DesAlps design thinking workshop per la tua startup

Hai una startup? Hai mai pensato ai benefici che potrebbe trarre dal Design Thinking? Questa è l’opportunità per scoprirlo! DesAlps Workshop #2: Il Design Thinking per la tua startup! Giovedì 28 giugno 2018 – dalle 9:30 alle 17:00 @ I3P | Corso Castelfidardo 30/a, Torino —– Nell’ambito del progetto europeo DesAlps, un team di esperti […]

3 May 2018
Invito: DesAlps innovation workshop per le PMI del territorio piemontese

Experientia è lieta di invitare le piccole e medie imprese del territorio piemontese al: DesAlps Workshop #1: Il Design Thinking per le PMI Venerdì 18 maggio 2018 – dalle 9.00 alle 17.30 @ Rinascimenti Sociali | via Maria Vittoria 38, Torino Scopri i vantaggi che il Design Thinking può portare al tuo business per prepararvi […]

27 April 2018
Impact through Design – Event in Turin, Italy

(Scroll down for English) Come può il design generare impatto? In continuità con il summit International Days of Deans and Experts: Impact Through Design (Barcellona, aprile 2018) Torino ospita il primo evento dedicato alla prospettiva italiana sull’impatto generato attraverso il design in riferimento ai Sustainable Development Goals definiti dalle Nazioni Unite. Attori dell’ecosistema territoriale ed […]

26 February 2018
Designing Patient Solutions with Meaning: Review of technology and health apps for a better patient experience

Technology is radically changing the world of healthcare and acts at different levels in support of different stakeholders. There are several digital tools on the market (e.g. wearables, virtual reality, robotics, etc.), many of which work in integration with each other, for example, wearables connected to IOT applications. Experientia’s report provide an overview of some […]

22 December 2017
Happy new year 2018!
30 November 2017
New European study on e-Government initiatives

The latest eGovernment benchmark report of the European Commission shows significant improvement on cross-border availability of digital public services and accessibility of public websites from mobile devices in EU Member states. The study also indicates a need for improvement in transparency of public services delivery and use of supporting technology like eIDs or eDocuments. Performance […]

See all articles