diff --git a/content/events/2021/06/2021-06-03-2021-user-experience-summit.md b/content/events/2021/06/2021-06-03-2021-user-experience-summit.md index 8819988e46..bcb7ababb4 100644 --- a/content/events/2021/06/2021-06-03-2021-user-experience-summit.md +++ b/content/events/2021/06/2021-06-03-2021-user-experience-summit.md @@ -23,22 +23,18 @@ primary_image: ux-summit-2021 --- -On **June 22, June 23, and June 24, 2021**, the [User Experience (UX) Community of Practice (CoP)](https://digital.gov/communities/user-experience/) will bring together experts to share their experiences as UX practitioners in the federal government. - -Each session will begin at 11:00 am, ET, and conclude at 4:00 pm, ET each day of the summit. There will be a 15-minute break after each presentation. - -When registering, please select the days you would like to attend directly on the registration page to receive the correct Zoom for Government links and conference details. +On **June 22, June 23, and June 24, 2021**, the [User Experience (UX) Community of Practice (CoP)](https://digital.gov/communities/user-experience/) brought together experts to share their experiences as UX practitioners in the federal government. Please find descriptions and agendas for the summit sessions below: -{{< accordion kicker="Day 1" title="Tuesday, June 22, 2021 11:00 AM – 4:00 PM ET" icon="content_copy" >}} +{{< accordion kicker="Day 1" title="Tuesday, June 22, 2021" icon="content_copy" >}} ## Keynote: The Future of Design Must Be Trauma-Informed (11:00 am - 12:00 pm, ET) -After more than a year of living through a pandemic, we are all experiencing new normals, new ways of being, and new traumas. Rachael Dietkus will talk about her journey from an [AmeriCorps](https://americorps.gov/) member in 1998, to her time as a federal employee from 2010 - 2016, and her current work as a social worker and design researcher focused on trauma in design. +After more than a year of living through a pandemic, we were are all experiencing new normals, new ways of being, and new traumas. Rachael Dietkus talked about her journey from an [AmeriCorps](https://americorps.gov/) member in 1998, to her time as a federal employee from 2010 - 2016, and her work as a social worker and design researcher focused on trauma in design. -In this session you will hear from the following speaker: +In this session we heard from the following speaker: * **Rachael Dietkus** @@ -46,12 +42,12 @@ In this session you will hear from the following speaker: ## Designing With People of All Abilities (12:30 pm - 1:30 pm, ET) -When it comes to accessibility more needs to be done to understand how we can best design with people of all abilities. At the [U.S. General Services Administration (GSA)](https://www.gsa.gov/about-us/organization/federal-acquisition-service/technology-transformation-services), teams such as [18F](https://18f.gsa.gov/), the Technology Transformation Services (TTS) Research Guild, and the TTS Accessibility Guild have been spearheading work to help define best practices. This presentation will highlight approaches to incorporate accessibility in your design practice. +When it comes to accessibility more needs to be done to understand how we can best design with people of all abilities. At the [U.S. General Services Administration (GSA)](https://www.gsa.gov/about-us/organization/federal-acquisition-service/technology-transformation-services), teams such as [18F](https://18f.gsa.gov/), the Technology Transformation Services (TTS) Research Guild, and the TTS Accessibility Guild have been spearheading work to help define best practices. This presentation highlighted approaches to incorporate accessibility in your design practice. {{< asset-static file="2021-ux-summit-designing-with-people-of-all-abilities.pptx" label="View the slides (PowerPoint presentation, 14.9 MB, 61 pages)" >}} -In this session you will hear from the following speakers: +In this session we heard from the following speakers: * **Robert Jolly** — 18F, GSA TTS * **Ben Peterson** — GSA @@ -63,11 +59,11 @@ In this session you will hear from the following speakers: ## Engaging Employees: A Critical Step To Improving the Customer Experience (CX) (1:45 pm - 2: 45 pm, ET) -Improving the customer experience (CX) starts with improving the employee experience. Leaders that actively empower and engage their employees know that they alone can’t holistically improve their customers’ experiences. They understand that it’s critical for their employees to feel valued and engaged in order for them to want to provide outstanding service and create positive customer experiences. Learn how one government agency discovered the vital behaviors that lead to engaged employees and replicate it at your agency. +Improving the customer experience (CX) starts with improving the employee experience. Leaders that actively empower and engage their employees know that they alone can’t holistically improve their customers’ experiences. They understand that it’s critical for their employees to feel valued and engaged in order for them to want to provide outstanding service and create positive customer experiences. We learned how one government agency discovered the vital behaviors that lead to engaged employees and replicate it at your agency. {{< asset-static file="engaging-employees-cx.pptx" label="View the slides (PowerPoint presentation, 3.06 MB, 27 pages)" >}} -In this session you will hear from the following speakers: +In this session we heard from the following speakers: * **Airis Gill** — U.S. Department of Veterans Affairs (VA) * **Morgan Montes**, Washington State Department of Revenue @@ -81,7 +77,7 @@ UX practitioners value data and evidence. But who determines 1) what data matter {{< asset-static file="ux-summit-humanizing-data-and-success-metrics-accessible.pptx" label="View the slides (PowerPoint presentation, 7.4 MB, 35 pages)" >}} -In this session you will hear from the following speakers: +In this session we heard from the following speakers: * **Felipe Flores** — Office of Personnel Management (OPM) * **Marc Hebert** — City and County of San Francisco, Human Services Agency @@ -92,22 +88,7 @@ In this session you will hear from the following speakers: --- -{{< accordion kicker="Day 2" title="Wednesday, June 23, 2021 11:00 AM – 4:00 PM ET" icon="content_copy" >}} - -## Equity-Centered Design: Challenges in Government (11:00 am - 12:00 pm, ET) - -18F’s research practice is evolving from user-centered design toward equity-centered design, an approach that addresses power imbalances between researchers and participants. Equity-centered design seeks to provide value back to participants. It provides mechanisms to identify potential hazards and harms in the services and products we create. Prioritizing equity can result in safer, more equitable access to government services for everyone, including those in marginalized groups. In this session we’ll share our vision of a more equitable 18F research practice, how we’re overcoming government-specific hurdles to engage in better collaboration with research participants and communities, and tips you can incorporate into your practice. - -{{< asset-static file="equity-centered-design-revised.pptx" label="View the slides (PowerPoint presentation, 3.54 MB, 44 pages)" >}} - -In this session you will hear from the following speakers: - -* **Ben Peterson** — 18F, GSA -* **Julie Strothman** — 18F, GSA - -{{< youtube id="j1ZJO8maV7s" title="UX Summit 2021: Equity-Centered Design: Challenges in Government" >}} - -- - - +{{< accordion kicker="Day 2" title="Wednesday, June 23, 2021" icon="content_copy" >}} ## Building Empathy Remotely (12:30 pm - 12:50 pm, ET) @@ -115,7 +96,7 @@ Remote design research presents a myriad of challenges, and one of the more abst {{< asset-static file="remote-empathy-revised.pptx" label="View the slides (PowerPoint presentation, 24.3 MB, 20 pages)" >}} -In this session you will hear from the following speakers: +In this session we heard from the following speakers: * **Alexander Hoover** — U.S. Department of Homeland Security (DHS) * **Elyse Voegeli** — New York City Mayor's Office of the Chief Technology Officer @@ -130,8 +111,7 @@ When user research and usability face tightening deadlines, deadlines usually wi {{< asset-static file="engaging-employees-cx.pptx" label="View the slides (PowerPoint presentation, 3.06 MB, 27 pages)" >}} -In this session yo -u will hear from the following speaker: +In this session we heard from the following speaker: * **Tait Chamberlain** — U.S. Department of Education (ED) @@ -141,11 +121,11 @@ u will hear from the following speaker: ## Discovery Research for Government Application Programming Interfaces (APIs): Why and How (1:10 pm - 1:30 pm, ET) -Why invest in discovery research to design APIs for government services? What methods to use and what questions to ask? This presentation will share learnings from the U.S. Department of Veterans Affairs (VA) API platform, [VA Lighthouse APIs](https://developer.va.gov/). We conduct discovery research to design API functionality that enables Veterans to apply for and appeal benefits. In line with a human-centered design approach to APIs, we use an ethnography framework to approach problems from the perspective of the people who use and manage these benefits, and make sure we’re designing APIs that answer Veterans’ questions and address their needs. +Why invest in discovery research to design APIs for government services? What methods to use and what questions to ask? This presentation shared learnings from the U.S. Department of Veterans Affairs (VA) API platform, [VA Lighthouse APIs](https://developer.va.gov/). We conduct discovery research to design API functionality that enables Veterans to apply for and appeal benefits. In line with a human-centered design approach to APIs, we use an ethnography framework to approach problems from the perspective of the people who use and manage these benefits, and make sure we’re designing APIs that answer Veterans’ questions and address their needs. {{< asset-static file="va-oit-gov-ux-summit.pptx" label="View the slides (PowerPoint presentation, 1.21 MB, 36 pages)" >}} -In this session you will hear from the following speakers: +In this session we heard from the following speakers: * **Andrew Fichter** — U.S. Department of Veterans Affairs (VA) * **Maria Vidart-Delgado** — Contractor, U.S. Department of Veterans Affairs (VA) @@ -161,7 +141,7 @@ Have you ever wanted to conduct a card sort or tree test, but didn’t have the {{< asset-static file="open-source-information-architecture-rev.pptx" label="View the slides (PowerPoint presentation, 24.1 MB, 60 pages)" >}} -In this session you will hear from the following speaker: +In this session we heard from the following speaker: * **Shannon McHarg** — Office of Natural Resources Revenue (ONRR) @@ -174,7 +154,7 @@ Learn how [journey mapping](https://en.wikipedia.org/wiki/User_journey) can help {{< asset-static file="journey-mapping-access-to-justice.pptx" label="View the slides (PowerPoint presentation, 2.64 MB, 13 pages)" >}} -In this session you will hear from the following speakers: +In this session we heard from the following speakers: * **Crystal Sprage** — Wyandotte County, KS * **Daniel Yi** — U.S. Department of Justice (DOJ) @@ -185,15 +165,15 @@ In this session you will hear from the following speakers: --- -{{< accordion kicker="Day 3" title="Thursday, June 24, 2021 11:00 AM – 4:00 PM ET" icon="content_copy" >}} +{{< accordion kicker="Day 3" title="Thursday, June 24, 2021" icon="content_copy" >}} ## Conscious Uncoupling: Innovative Ways To Separate User Habits From User Needs (11:00 am - 12:00 pm, ET) -We all do things out of habit, whether it’s thawing chicken in the microwave or instinctively clicking the farthest right button to submit a form. But what happens when your users don’t understand why they’re doing things a certain way, when behavior is so ingrained that they can’t differentiate the what from the why? At the U.S. Tax Court, we encountered such habitual thinking while modernizing a decades-old legacy system, where behaviors were unwittingly shaped by technical limitations, systematic training issues, and “that’s just how it is” thinking. We'll share creative ways to get to the root of behavior and uncover what users really need. +We all do things out of habit, whether it’s thawing chicken in the microwave or instinctively clicking the farthest right button to submit a form. But what happens when your users don’t understand why they’re doing things a certain way, when behavior is so ingrained that they can’t differentiate the what from the why? At the U.S. Tax Court, we encountered such habitual thinking while modernizing a decades-old legacy system, where behaviors were unwittingly shaped by technical limitations, systematic training issues, and “that’s just how it is” thinking. We shared creative ways to get to the root of behavior and uncover what users really need. {{< asset-static file="conscious-uncoupling-uxsummit-revised.pptx" label="View the slides (PowerPoint presentation, 5.72 MB, 39 pages)" >}} -In this session you will hear from the following speakers: +In this session we heard from the following speakers: * **Natalie Kurz** — Contractor, U.S. Tax Court * **Kristen Lohman** — Contractor, U.S. Tax Court @@ -203,9 +183,9 @@ In this session you will hear from the following speakers: ## Patient-Powered Innovations: Framing Problems Into Opportunities With Health+ (12:30 pm - 12:50 pm, ET) -As designers and technologists in government, how can we put the American people first, listening and learning from them every step of the way? In this talk, you'll hear about how the [Health+](https://www.hhs.gov/cto/initiatives/digital-services/health-plus/index.html) methodology at the Department of Health and Human Services (HHS) facilitates patient-centered innovations as part of the [LymeX](https://www.hhs.gov/cto/initiatives/innovation-and-partnerships/lyme-innovation/lymex/index.html) public-private partnership. You'll learn about the playbook we've created to frame problems effectively, starting first and foremost with your stakeholders that are experts in their lived experiences. You'll also learn about how to apply these human-centered design methods in your own projects. +As designers and technologists in government, how can we put the American people first, listening and learning from them every step of the way? In this talk, we heard about how the [Health+](https://www.hhs.gov/cto/initiatives/digital-services/health-plus/index.html) methodology at the Department of Health and Human Services (HHS) facilitates patient-centered innovations as part of the [LymeX](https://www.hhs.gov/cto/initiatives/innovation-and-partnerships/lyme-innovation/lymex/index.html) public-private partnership. We learned about the playbook we've created to frame problems effectively, starting first and foremost with your stakeholders that are experts in their lived experiences. We also learned about how to apply these human-centered design methods in your own projects. -In this session you will hear from the following speaker: +In this session we heard from the following speaker: * **Alex Wilson** — HHS @@ -213,13 +193,13 @@ In this session you will hear from the following speaker: ## Overturning Precedent, Applying Human-Centered Design to Legal Matters (12:50 pm - 1:10 pm, ET) -Designers across government must build rapport with subject matter experts (SMEs) in economics, policy, and other fields who often bring an analytical approach that clashes with the creative methods of design. How do we build bridges across disciplines? This case study will share insights on the application of a human-centered design approach to the [Equal Employment Opportunity process at the Consumer Financial Protection Bureau](https://www.consumerfinance.gov/office-civil-rights/eeo-policy-and-reports/) (CFPB). Learn about ways to develop frameworks for co-creation with SMEs, navigating differences between legalese, service design, and plain language, as well as how to move from procedural actions to intentional interactions. +Designers across government must build rapport with subject matter experts (SMEs) in economics, policy, and other fields who often bring an analytical approach that clashes with the creative methods of design. How do we build bridges across disciplines? This case study shared insights on the application of a human-centered design approach to the [Equal Employment Opportunity process at the Consumer Financial Protection Bureau](https://www.consumerfinance.gov/office-civil-rights/eeo-policy-and-reports/) (CFPB). Learn about ways to develop frameworks for co-creation with SMEs, navigating differences between legalese, service design, and plain language, as well as how to move from procedural actions to intentional interactions. [View the slides](overturning-precedent-alexis-finalrev.pptx) (PowerPoint presentation, 412 KB, 10 pages) -In this session you will hear from the following speaker: +In this session we heard from the following speaker: * **Alexis Schilf** — CFPB @@ -233,7 +213,7 @@ In order to improve customer experience at the Nuclear Regulatory Commission (NR {{< asset-static file="nrc-cxslides-second.pptx" label="View the slides, part 2 (PowerPoint presentation, 12.1 MB, 5 pages)" >}} -In this session you will hear from the following speakers: +In this session we heard from the following speakers: * **Sarah Bever** — Contractor * **Scott Flanders** — NRC @@ -249,7 +229,7 @@ State-level digital service teams are still a relatively new entity in the civic {{< asset-static file="iterating-on-a-state-level-colorado.pptx" label="View the slides (PowerPoint presentation, 1.30 MB, 22 pages)" >}} -In this session you will hear from the following speakers: +In this session we heard from the following speakers: * **Stephanie Cain** — Colorado Digital Service * **Randy Hart** — 18F, GSA TTS @@ -265,7 +245,7 @@ Human-centered design is critical to the success of building modern services. Es {{< asset-static file="you-human-centered-designer-ux-summit.pptx" label="View the slides (PowerPoint presentation, 12.8 MB, 38 pages)" >}} -In this session you will hear from the following speakers: +In this session we heard from the following speakers: * **Alberto Colon Viera** — CMS * **Nicole Pham** — CMS @@ -275,4 +255,4 @@ In this session you will hear from the following speakers: --- -_The 2021 Government UX Summit is sponsored by the [User Experience (UX) Community of Practice (CoP)](https://digital.gov/communities/user-experience/) and Digital.gov._ +_The 2021 Government UX Summit wes sponsored by the [User Experience (UX) Community of Practice (CoP)](https://digital.gov/communities/user-experience/) and Digital.gov._ diff --git a/content/events/2023/05/2023-05-08-2023-government-ux-summit.md b/content/events/2023/05/2023-05-08-2023-government-ux-summit.md index f81989d7f4..ed757bc0c4 100644 --- a/content/events/2023/05/2023-05-08-2023-government-ux-summit.md +++ b/content/events/2023/05/2023-05-08-2023-government-ux-summit.md @@ -2,7 +2,7 @@ title: 2023 Government UX Summit deck: Driving innovation through inclusion kicker: Annual Summit -summary: User experience (UX) experts across the federal government will share case studies and best practices during this virtual summit. +summary: User experience (UX) experts across the federal government shared case studies and best practices during this virtual summit. host: User Experience Community of Practice event_organizer: Digital.gov @@ -33,9 +33,9 @@ youtube_id: "" primary_image: "title-card-2023-government-ux-summit" --- -On June 14, 2023, Digital.gov will bring together user experience (UX) practitioners to share case studies and best practices from across the federal government with the theme of driving innovation through inclusion. Hear from our speakers about their experiences and lessons learned as they apply UX principles and methodologies in line with the [President’s Management Agenda](https://www.performance.gov/pma/) (PMA) to deliver results for all Americans. +On June 14, 2023, Digital.gov brought together user experience (UX) practitioners to share case studies and best practices from across the federal government. We heard from speakers about their experiences and lessons learned as they apply UX principles and methodologies to deliver results for all Americans. -At this year’s summit, you will hear from speakers at eight U.S. federal agencies: +At this year’s summit, we heard from speakers at eight U.S. federal agencies: - Department of Defense (DOD) - Department of Health and Human Services (HHS) @@ -46,56 +46,9 @@ At this year’s summit, you will hear from speakers at eight U.S. federal agenc - General Services Administration (GSA) - Office of Personnel Management (OPM) -The summit is virtual. There will be a short break after each session, and for an hour at noon, Eastern. Reserve your virtual seat today! +## Sessions -The event agenda below includes the speakers, agencies, and descriptions for all sessions. - -## Agenda - -### 10:00 am - 10:05 am, ET - -Welcome - ---- - -### Session 1, 10:05 am - 10:45 am, ET - -#### Inclusive civic design: Engaging diverse communities to improve the early career experience - -{{< asset-static file="2023-ux-summit-session-1.pptx" label="View the slides (PowerPoint presentation, 1.0 MB, 25 pages)" >}} - -{{< youtube id="LE6F_X91UF8" title="Inclusive civic design: Engaging diverse communities to improve the early career experience" >}} - -{{< img-right src="opm-svg-seal" >}} - -Design research with the public can be difficult. It is a balancing act between [Paperwork Reduction Act](https://pra.digital.gov/) (PRA) requirements, time and funding constraints, and the desire to reach a wide, diverse pool of users. OPM’s USAJOBS Program Office is exploring these challenges to build inclusive design research practices. - -We’ll share the case study of the Early Career Marketplace, a research collaboration between USAJOBS’ Team Discovery and The Lab at OPM. With only 6% of the federal workforce being under the age of 30, USAJOBS is central to achieving PMA Goal 1.2 to “build equitable pathways into the Federal Government for early career positions, particularly from underrepresented and underserved communities.” - -{{< img-right src="usa-jobs-red-white-logo-svg" >}} - -We knew the Early Career Marketplace needed to work for underserved communities, and our research participants needed to reflect that. To do so, we pivoted mid-project to reach beyond testing with friends and family. By getting approval to compensate research participants and exploring new outreach channels, we built a recruiting strategy around inclusion. - -{{< img-right src="lab-at-opm-logo-orange-teal-svg" >}} - -In this presentation, we will share actionable tips about managing project logistics and recruiting underrepresented and underserved communities. This is by no means an expert level class, but instead a case study in how to begin building more diverse recruiting strategies in a budding research practice. - -**Speakers** - -- **Kelly Wisneski**—Design Researcher, USAJOBS, OPM -- **McKenna Cole**—Design Researcher, The Lab at OPM -- **Patricia Morris**—Design Strategist, The Lab at OPM -- **Simone Saldanha**—Design Researcher, The Lab at OPM - -**Moderator** - -- **UX Community co-lead, Natalie Buda Smith**—Director of Digital Strategy, Library of Congress - ---- - -### Session 2, 11:00 am - 11:45 am, ET - -#### Lessons from the NIH _All of Us_ Research Program: Making DNA information more accessible +### Lessons from the NIH _All of Us_ Research Program: Making DNA information more accessible {{< asset-static file="2023-ux-summit-session-2.pptx" label="View the slides (PowerPoint presentation, 6.3 MB, 36 pages)" >}} @@ -109,11 +62,11 @@ Returning DNA results is a complex user experience initiative that includes gene {{< img-right src="featured-301-x-212-nih-logo-national-institutes-of-health" >}} -Presenters will share a stakeholder feedback model that user experience professionals can learn from, apply, and adapt to their own organization, projects, and customers to ensure delivery of an inclusive and accessible user experience to a diverse audience. Attendees will learn about the methods the NIH _All of Us_ Research Program used to gather, categorize, and prioritize stakeholder feedback about the user experience. Presenters also will show examples of how the NIH implemented the feedback to ensure an inclusive, participant-first user experience that prioritizes trust, choice, privacy and security, plain language, inclusivity, accessibility, and usability and will discuss how the NIH is measuring the impact of the feedback and applying lessons learned to future initiatives. +Presenters shared a stakeholder feedback model that user experience professionals can learn from, apply, and adapt to their own organization, projects, and customers to ensure delivery of an inclusive and accessible user experience to a diverse audience. Attendees learned about the methods the NIH _All of Us_ Research Program used to gather, categorize, and prioritize stakeholder feedback about the user experience. Presenters also showed examples of how the NIH implemented the feedback to ensure an inclusive, participant-first user experience that prioritizes trust, choice, privacy and security, plain language, inclusivity, accessibility, and usability and discussed how the NIH is measuring the impact of the feedback and applying lessons learned to future initiatives. -**Key takeaways from this session will include:** +**Key takeaways from this session included:** -- Methods for engaging with stakeholders and gathering feedback to produce more inclusive and accessible user experiences. +- Methods for engaging with stakeholders and gathering feedback to produce better user experiences. - A model for gathering, categorizing, prioritizing, implementing, and measuring stakeholder feedback in user experience design and methods to apply in your own work. **Speakers** @@ -127,13 +80,7 @@ Presenters will share a stakeholder feedback model that user experience professi --- -### Break, 12:00 pm - 1:00 pm, ET - ---- - -### Session 3, 1:00 pm - 1:45 pm, ET - -#### 1. Accessibility research in action: VA's Health and Benefits mobile app +### Accessibility research in action: VA's Health and Benefits mobile app {{< asset-static file="2023-ux-summit-session-3a.pptx" label="View the slides (PowerPoint presentation, 3.2 MB, 13 pages)" >}} @@ -141,11 +88,11 @@ Presenters will share a stakeholder feedback model that user experience professi {{< img-right src="va-svg-seal" >}} -The accessibility community talks a lot about the "shift-left" methodology when it comes to thinking about accessibility — embedding accessibility early in a project to prevent problems instead of fixing them after they have happened. This session will provide actionable ways for you to build accessibility research into your practice, or to deepen it if you’ve already started. We hope to inspire UX designers across the government to continue raising the bar on accessibility. +The accessibility community talks a lot about the "shift-left" methodology when it comes to thinking about accessibility — embedding accessibility early in a project to prevent problems instead of fixing them after they have happened. This session provided actionable ways for you to build accessibility research into your practice, or to deepen it if you’ve already started. We hope to inspire UX designers across the government to continue raising the bar on accessibility. -In 2022, the VA launched the [Health and Benefits flagship mobile app](https://news.va.gov/101836/va-mobile-app/). Since then, the team has deepened its accessibility-first approach in designing new features. This session will serve as a case study and explore the ways the team partnered with blind and low vision veterans to gain a deeper understanding of their experience using the app. Our techniques can be used to design websites, web apps, mobile apps, and other projects. +In 2022, the VA launched the [Health and Benefits flagship mobile app](https://news.va.gov/101836/va-mobile-app/). Since then, the team has deepened its accessibility-first approach in designing new features. This session served as a case study and explore the ways the team partnered with blind and low vision veterans to gain a deeper understanding of their experience using the app. Our techniques can be used to design websites, web apps, mobile apps, and other projects. -**In this session, we will share:** +**In this session, we shared:** - How we set up the research - How we conducted accessibility-first synthesis sessions within the team @@ -160,7 +107,7 @@ In 2022, the VA launched the [Health and Benefits flagship mobile app](https://n - **David Tucker**—Experience Strategist, U.S. Department of State -#### 2. Operation Rising Tide: Cognitive disability accommodations for the workforce +### Operation Rising Tide: Cognitive disability accommodations for the workforce {{< asset-static file="2023-ux-summit-session-3b.pptx" label="View the slides (PowerPoint presentation, 4.4 MB, 14 pages)" >}} @@ -174,7 +121,7 @@ Government agencies use a range of internal systems to perform their duties, man Issues related to usability and user experience affect all users, especially the 5% of the workforce with cognitive and learning disabilities. People with cognitive and learning disabilities have greater difficulty navigating complicated workflows than those without such disabilities. Because everyone has cognitive limits that can vary due to stress, fatigue, and distraction, all users benefit when processes are easily navigated by individuals with cognitive and learning disabilities. Existing policies for disability accommodations under Section 508 of the Rehabilitation Act of 1973 can be applied to improve government systems and increase productivity and morale for everyone. -The presenters will brief Operation Rising Tide, which is an initiative intended to improve usability of internal government systems by accommodating individuals with cognitive and learning disabilities as required under [Section 508](https://section508.gov/) of the Rehabilitation Act of 1973. +The presenters briefed Operation Rising Tide, which is an initiative intended to improve usability of internal government systems by accommodating individuals with cognitive and learning disabilities as required under [Section 508](https://section508.gov/) of the Rehabilitation Act of 1973. **Speakers** @@ -187,9 +134,7 @@ The presenters will brief Operation Rising Tide, which is an initiative intended --- -### Session 4, 2:00 pm - 2:45 pm, ET - -#### 1. Designing metaphors, designing collaboration +### Designing metaphors, designing collaboration {{< asset-static file="2023-ux-summit-session-4a.pptx" label="View the slides (PowerPoint presentation, 8.4 MB, 46 pages)" >}} @@ -199,16 +144,16 @@ The presenters will brief Operation Rising Tide, which is an initiative intended Metaphors are one of our most powerful methods of communication, but they’re often overlooked as worthy of design. Research shows that our metaphors don’t only reflect our way with words — they reflect the way we think. They are plain language tools to help us grasp complicated situations, and share our mental models with our collaborators. -Alex (an engineer) and Laura (a designer) love that the right phrase can translate concepts from one brain to another. Metaphors structure the actions we take and influence our reasoning. And when we consider multiple metaphors, we can help our teams reframe situations, check cognitive biases, and consider alternative approaches. +Alex (an engineer) and Laura (a designer) love that the right phrase can translate concepts from one brain to another. Metaphors structure the actions we take and influence our reasoning. And when we consider multiple metaphors, we can help our teams reframe situations and consider alternative approaches. {{< img-right src="featured-18f-new-logo-black-bg" >}} -**In this session we will:** +**In this session we:** -- Discuss the value and importance of understanding, interrogating, and improving our metaphors. -- Help you listen for and track the existing metaphors invisibly shaping your workplace. -- Help you reflect on their strengths, weaknesses, and impacts. -- Offer methods to quickly generate new metaphors and refresh those that have grown stale. +- Discussed the value and importance of understanding, interrogating, and improving our metaphors. +- Helped you listen for and track the existing metaphors invisibly shaping your workplace. +- Helped you reflect on their strengths, weaknesses, and impacts. +- Offered methods to quickly generate new metaphors and refresh those that have grown stale. **Speakers** @@ -219,7 +164,7 @@ Alex (an engineer) and Laura (a designer) love that the right phrase can transla - **Jonella Culmer**—User Experience Designer, Federal Election Commission (FEC) -#### 2. Simplifying user experiences for complex content at USAGov +### Simplifying user experiences for complex content at USAGov {{< asset-static file="2023-ux-summit-session-4b.pptx" label="View the slides (PowerPoint presentation, 9.2 MB, 21 pages)" >}} @@ -235,9 +180,9 @@ If you call or chat with our contact center, one of our friendly agents will ask When we were rethinking our content design for usa.gov, we imagined ways to simplify it for our visitors by building tools that ask a few simple, anonymous questions to deliver a simple answer. -We’ll explain the process of how our [Scams Wizard](https://www.usa.gov/where-report-scams) came to be and how we are making small, iterative improvements. We’ll begin with our content design process, how we built a minimum viable product (MVP), added more topics, did usability testing, and our process and plans to make it interact with voice assistants in the future. +We explain the process of how our [Scams Wizard](https://www.usa.gov/where-report-scams) came to be and how we are making small, iterative improvements. We’ll begin with our content design process, how we built a minimum viable product (MVP), added more topics, did usability testing, and our process and plans to make it interact with voice assistants in the future. -**Key takeaways from this session include:** +**Key takeaways from this session included:** - An example of simplifying complex content for people in an emotional state. - Our process, which involved content design, prototyping, and comparative usability testing with underserved communities. @@ -255,9 +200,7 @@ We’ll explain the process of how our [Scams Wizard](https://www.usa.gov/where- --- -### Session 5, 3:00 pm - 3:45 pm, ET - -#### Reconsidering the consent form: the least user-friendly aspect of UX research +### Reconsidering the consent form: the least user-friendly aspect of UX research {{< asset-static file="2023-ux-summit-session-5.pptx" label="View the slides (PowerPoint presentation, 2.3 MB, 23 pages)" >}} @@ -269,9 +212,9 @@ The concept of requiring a signed consent form in user experience (UX) or custom {{< img-right src="office-of-natural-resources-revenue-onrr-doi-logo" >}} -This panel includes user and customer experience specialists from three very different agencies. They will share their thoughts on the need for consent forms in civic user and customer research, how their new consent process is driven by inclusion and equity goals, what it took to change the consent form procedure at their agency, and their revised consent procedures that are in place or forthcoming. +This panel included user and customer experience specialists from three very different agencies. They shared their thoughts on the need for consent forms in civic user and customer research, how their new consent process is driven by inclusion and equity goals, what it took to change the consent form procedure at their agency, and their revised consent procedures that are in place or forthcoming. -**In this session we will address:** +**In this session we addressed:** {{< img-right src="dol-svg-seal" >}}