Howto.gov/firstfridays Survey of Federal Government UX Practices Conducted by: Jonathan Rubin DigitalGov User Experience Program (GSA) Jean Fox Bureau of Labor Statistics (DOL) July 10, 2013

GSA Communities Social Media Training ( DigitalGov University) Challenges & Innovatio n Usability Digitalgov GSA’s Digital Services for Agencies

Training in User-Centered Design Demonstration User Tests Awareness Community of practice DigitalGov UX program

Our Survey of UX Activities 1. Survey Monkey with 65 respondents % Cabinet agencies 3. Co-created with Jean Fox 4. Not scientific or representative 5. Goal: Audience research Develop web-based and in-person training Share aggregate in presentations, etc. Howto.gov/firstfridays

What we asked 1. Agency (but anonymous) 2. About you – title, UX education, team size 3. How widespread is UX 4. Challenges to implementing UX 5. Resources 6. Types of UCD methods 7. What would help? Howto.gov/firstfridays

Good news Average team: 2 PT and 2 FT Wide range of UX methods being used #1 surveys, #2 style guide, #3 tests Thirst for training, many self-taught 91% doing UX on websites, ⅓ mobile Using respected tools (20% eyetracking!) Future: More testing, services Some agencies have UX institutionalized Howto.gov/firstfridays

Challenges / Lack of… Awareness: “Refusing to believe the results of usability tests because they are painful.” “We are spending hundreds of thousands of dollars without one usability test. Web staff understand the need, but no one is listening.” Facilities “No facilities” / “Our lab is about 15 years young” – facilities Howto.gov/firstfridays

Challenges / Lack of… Resources “Very old models are used for interaction” “Army of one” Training “Figure it out as we go along” Standards / Best Practices “Applying standard best practices can be challenging… many offices and components have different processes and standards.”

# UX staff Howto.gov/firstfridays

% Who “Often” or “Always” use these

Howto.gov/firstfridays % Who “Never” use these methods

Asked about UX methods Top 3: Surveys, Style guide, Tests Bottom 3: Affinity diagrams Eyetracking, First Click 10% never a usability test – bad? 16% never a survey Task analysis - 8.5% always, 55% sometimes Howto.gov/firstfridays

Training Needs “UX Training classes - webinars aren't enough” “Software” - Morae, Surveys, CrazyEgg “Any and all” “Be more aware of findings” “How to get buy-in from higher ups“ Methods: First-Click Testing, Style Guides, Card Sorts, Surveys, Task analysis

Plans for the future Howto.gov/firstfridays Asked about future plans:

Howto.gov/firstfridays Biggest obstacle to using UX?

Howto.gov/firstfridays Which do you have? (check all)

Summary: Challenges Resources - staff and metrics software Awareness – Managers not sold on UX Training - Staff and Manager Standards / Best Practices Testing facilities Howto.gov/firstfridays

DigitalGov User Experience Program Jonathan Rubin