USA.gov Blog

Topic: User Experience and Accessibility

USAGov’s Chatbot Users Talk Back: Find Out What They’re Teaching Us

Earlier this year, we piloted our USAGov chatbot to help visitors find answers to their questions about scams and fraud. After the launch, we made tweaks to the interface based on customer feedback and usage data. 

November 19, 2019 Read More

Topics: User Experience and Accessibility, Design and Development, Multilingual

USAGov Contact Center: Five Most Popular Questions from May to August 2019

USAGov manages a contact center that answers questions from the public via phone and chat in both English and Spanish. We analyze the types of questions we get so we can learn about our users and their needs. This data allows us to continuously revise and improve the ways we’re providing services to our audience, not just through the USAGov Contact Center, but online at USA.gov, and through outreach and social media as well. 

October 07, 2019 Read More

Topics: Content, User Experience and Accessibility, Multilingual

USAGov’s Tips to Kickstart your Video Strategy

Right now, the common denominator across all online platforms seems to be video. Whether it’s breaking news or information about a long existing government program, video content is a powerful way to present information.

September 10, 2019 Read More

Topics: Marketing, Content, User Experience and Accessibility, Design and Development

USAGov: Always Evolving, Always Connecting People With Their Government

For nearly 50 years, USAGov has been working to serve every person and every government agency. Our history has been full of change, and never static as we improve people’s lives by connecting them with the government services and information they need.

July 10, 2019 Read More

Topics: Marketing, Content, User Experience and Accessibility, Design and Development, Performance and Analytics, Multilingual

Our First Round of Updates to the USAGov Chatbot

One of our core principles behind the USAGov chatbot is consistent, iterative improvements. We recently released our newest batch of small changes and wanted to share them with you.

May 14, 2019 Read More

Topics: Content, User Experience and Accessibility

Researching and Implementing Sticky Navigation in USAGov

USAGov and USAGov en Español offer a wide range of government information and services organized by topics to make it easy for people to find what they’re looking for. But navigating through different sections within our sites could be challenging and overwhelming for our visitors, especially first-time users.

May 03, 2019 Read More

Topics: Content, User Experience and Accessibility, Performance and Analytics

Breaking into Artificial Intelligence: Meet Our USAGov ChatBot!

We’ve wanted to try out artificial intelligence (AI) for a few years. We get tons of questions from the public, and wanted to see if automation could help us answer them quicker. We also knew that scams are one of the top tasks for our website and contact center audiences. In late 2018, we blended our exploration of AI and expertise in scams to launch our chatbot.

April 03, 2019 Read More

Topics: Content, User Experience and Accessibility

Figuring Out 508? 5 Insights on Accessibility

Section 508 of the Rehabilitation Act of 1973 requires federal agencies to create products and information that give employees and members of the public with disabilities access that’s “comparable to the access available to others.” But 45 years in, many teams and organizations across government still struggle to meet this mandate.

February 11, 2019 Read More

Topics: User Experience and Accessibility

Celebrating Our “Quinceañero”

After 15 years, GobiernoUSA.gov, the trusted source of government information in Spanish, begins a new era. As part of our fifteen year celebration, we are announcing our new name: USAGov en Español.

November 27, 2018 Read More

Topics: Marketing, Content, User Experience and Accessibility, Design and Development, Multilingual

Recent Grads Talk Takeaways on USAGov Rotation

The Emerging Leaders Program (ELP) at GSA is a two-year Pathways program for recent graduates to transition from college to a career in government. Each participant rotates through up to seven different offices within the agency, working closely with team members and learning about the work before being permanently placed. The program offers networking opportunities, in-depth trainings on technical and leadership skills, and previews a variety of career tracks.

August 30, 2018 Read More

Topics: Marketing, Content, User Experience and Accessibility, Performance and Analytics

About the USAGov Blog

USAGov is working to create the digital front door for the United States government. Follow our progress and help us learn as we go!

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