Our blog

Welcome to the new USAGov blog. Here you’ll find insights about the digital front door to the government and learn more about our efforts to improve the public’s experience with government.

One of the most important rights of American citizens is the right to vote. It is the foundation of our democracy, and in many ways, the basis of our government. This is why the team at USA.gov is excited to announce the launch of vote.USA.gov.

USA.gov is an interagency initiative administered by USAGov, a division of the U.S. General Services Administration’s Office of Citizen Services and Innovative Technologies. USA.gov helps connect visitors to important government services and related resources.

Personas are fictional characters that describe an organization’s customer behaviors, emotions, attributes, motivations, and goals. They are an important tool to share customer insights and understanding across an organization. Personas also serve as a check to make sure your organization’s actions meet the needs of the majority of customers, including visitors to your website, contact center, in-person visits, and interactive voice response (IVR) self service customers.

Journey maps are a visual representation of a customer’s end to end journey with your product or service. They are a powerful tool for exploring key interactions and experiences with your organization, programs, and/or services.

Journey maps describe a customer’s entire journey, even the parts that occur before and after contact with your organization. They typically contain elements such as the customer’s attitudes, emotions, and needs.

Twenty years ago, the chances of watching an NBA game with commentary in a language other than English were small. Today, the NBA transmits games in 47 languages to 215 countries across the world. This is a perfect example of how organizations have evolved over time to meet the demands of their audiences.