User Research and the Paperwork Reduction Act

By: Natalie Moore, Product Manager at the U.S. Digital Service

In 2021, the Biden-Harris Administration issued an Executive Order to improve customer experience and make service delivery simple, seamless, and secure for Americans. Since then, government agencies have been hard at work making their services, tools, and content more effective in addressing the needs of the people they serve.

User research is at the heart of transforming customer experience. The best way to ensure services are effective, efficient, easy to use, fair, and safe is to include the people they are intended for when building it.

Read full blog here to learn:

• The importance of user research and how it helps mitigate risk in agency projects.
• How and when to integrate user research into a project.
• Examples of agencies successfully incorporating and conducting certain types of user research without needing Paperwork Reduction Act approval.