The User Experience of State Government Websites

Customer Experience

Browse Content by Topic

UX ( 60 )
Usability Testing ( 52 )
Statistics ( 51 )
Methods ( 51 )
Usability ( 32 )
Survey ( 31 )
User Research ( 27 )
Customer Experience ( 26 )
Benchmarking ( 25 )
SUS ( 19 )
Sample Size ( 18 )
Usability Problems ( 17 )
NPS ( 17 )
Rating Scale ( 13 )
Usability Metrics ( 13 )
Metrics ( 12 )
SUPRQ ( 12 )
Net Promoter Score ( 11 )
User Experience ( 11 )
Qualitative ( 11 )
Navigation ( 10 )
Measurement ( 10 )
Market Research ( 8 )
Task Time ( 8 )
Surveys ( 8 )
Questionnaires ( 7 )
Heuristic Evaluation ( 7 )
Task Completion ( 7 )
Mobile ( 6 )
Questionnaire ( 6 )
Reliability ( 6 )
Mobile Usability Testing ( 6 )
UX Metrics ( 6 )
Usability Problem ( 5 )
Validity ( 5 )
Rating Scales ( 5 )
Six Sigma ( 5 )
Visualizing Data ( 5 )
Satisfaction ( 5 )
Research ( 4 )
Analytics ( 4 )
Confidence ( 4 )
UX Maturity ( 4 )
Confidence Intervals ( 4 )
Task Times ( 4 )
Quantitative ( 4 )
Credibility ( 4 )
Loyalty ( 4 )
Moderation ( 4 )
Customer Segmentation ( 3 )
SEQ ( 3 )
SUPR-Q ( 3 )
Expert Review ( 3 )
ROI ( 3 )
Task Metrics ( 3 )
Unmoderated Research ( 3 )
Lean UX ( 3 )
Card Sorting ( 3 )
Usability Lab ( 3 )
SUM ( 2 )
UX Methods ( 2 )
Eye-Tracking ( 2 )
Summative ( 2 )
A/B Testing ( 2 )
Remote Usability Testing ( 2 )
Marketing ( 2 )
Key Driver ( 2 )
Data ( 2 )
IA ( 2 )
Tree Testing ( 2 )
PhD ( 2 )
Excel ( 2 )
Personas ( 2 )
UX Salary Survey ( 2 )
KLM ( 2 )
Certification ( 2 )
PURE ( 2 )
UMUX-lite ( 2 )
Correlation ( 2 )
Tasks ( 2 )
Salary Survey ( 2 )
Branding ( 2 )
Focus Groups ( 2 )
Findability ( 2 )
Cognitive Walkthrough ( 2 )
Facilitation ( 1 )
Site Analytics ( 1 )
Metric ( 1 )
Information Architecture ( 1 )
Perceptions ( 1 )
protoype ( 1 )
Problem Severity ( 1 )
Affinity ( 1 )
moderated ( 1 )
Task Completin ( 1 )
Mobile Usability ( 1 )
Prototype ( 1 )
Z-Score ( 1 )
Performance ( 1 )
Contextual Inquiry ( 1 )
Moderating ( 1 )
Errors ( 1 )
Quality ( 1 )
Trust ( 1 )
Persona ( 1 )
Segmentation ( 1 )
Software ( 1 )
Ordinal ( 1 )
User Testing ( 1 )
Effect Size ( 1 )
True Intent ( 1 )
Visual Appeal ( 1 )
Top Task Analysis ( 1 )
Design ( 1 )
Unmoderated ( 1 )
Regression Analysis ( 1 )
Conjoint Analysis ( 1 )
Random ( 1 )
Margin of Error ( 1 )
Crowdsourcing ( 1 )
Sample ( 1 )
Five ( 1 )
Task Randomization ( 1 )
Test Metrics ( 1 )
Expectations ( 1 )
Competitive ( 1 )
Formative ( 1 )
Think Aloud ( 1 )
Desktop ( 1 )
Where do you get your news? Do you think it’s objective? Do you trust it? Fewer people are relying on print (newspapers and magazines) and even TV for their news. Print subscriptions continue to decline and almost half of Americans report getting their news online, nearly the same as TV news. Despite the evolution of the news “interface” from print and TV to digital, many of

Read More

There's a plethora of both big and small data to describe the customer experience. It comes in both qualitative and quantitative forms. In all cases, visualizing data is one of the most effective ways to uncover relationships and patterns, which leads to better insights and improvements in user experiences. Here are five techniques to use to better visualize your data. 1. Affinity diagrams An affinity

Read More

For all products, whether new or existing, there's a seemingly endless push (and usually strong financial incentive) to innovate. Innovation can mean improving the customer experience or adding new features or functions to address customer needs. Innovation is more than just an epiphany moment from a solo genius. It's usually the result of much effort and more failure from many people. While no magic method

Read More

It's fundamental to creating both a usable customer experience and a better business: you need to know who your customers are. It however can be surprisingly difficult for organizations to connect with their customers to collect information. But just because it isn't easy doesn't mean you should skip it. Collecting core demographic information and customer attitudes lays the foundation for building personas and customer segments,

Read More

Surveys are a relatively quick and effective way to measure customers' attitudes and experiences along their journey. Not all customer experience surveys are created equal. Depending on the goals, the type of questions and length will vary. While customer experience surveys can take on any form, it can be helpful to think of them as falling into these seven categories. 1. Relationship/BrandingCustomers' attitudes toward a

Read More

There's a lot to measure in the customer experience.  There's also many ways to collect the measurements. While the "right" methods and metrics you select depend on the industry and study goals, this list covers most of the online and offline customer experience. It includes a cross section of the four types of analytics data to collect, with an emphasis on collecting customer attitudes via

Read More

Shift happens. Customer attitudes shift based on product, website, or any number of experiences. That shift can be for the better or worse: A great experience using a product to solve a problem An infuriating call to customer support An emotionally evocative advertisement A frustrating time locating information on a website One way to understand how particular experiences impact attitudes is to measure lift. Lift

Read More

Most companies have more bug lists and requests for product features than they can realistically address. In an earlier post, I present ways to help you prioritize those features; now let's figure out where to start. This post describes an approach that works in many situations, beginning with a survey of your customers or prospects, or a representative set thereof, with the following objectives: Measure

Read More