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Over the course of tax season, our content and marketing teams worked together to help our audience better understand the ins and outs of filing taxes and other important steps in the process. We collaborated on messaging for our various platforms including targeted email and social media. We covered many important tax topics, from finding out if you qualify for the Earned Income Tax Credit to avoiding refund scams.

Content on the USA.gov and GobiernoUSA.gov websites provides information on many different government benefits, services, and programs. We group the content into various taxonomy buckets to make it easier for people to find what they are looking for. But after listening to user feedback, we realized that content about different programs wasn’t always written in the same style and format, which made it hard for people to find what they were looking for across topics.

The process of searching for and bidding on federal government contracts is complicated, and last year our research revealed that it was an area the public needed help navigating.

In order to understand if certain pages and sections of our website effectively help customers complete their tasks, we run page-level and pop-up surveys that allow people to leave feedback and tell us what was helpful or what wasn’t.

We then analyze these comments to figure out how we can improve.

Recently we took a look at survey comments left by customers who had been accessing our housing section. Here’s what we found and the changes we made as a result.