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Humans can be easily deceived. You look at an iceberg and think that is all you have; the same approach can be applied to federal websites. At first glance, you notice the visual and do not understand how the website may be providing valid information or if this can be done in a timely manner.

Those aspects of web design are essential and can be measured easily with well-known tools like heat maps, Google Analytics, and user surveys.

Today, we go below the surface of the iceberg. Lee Becker from Medallia helps listeners expand the user interface concept to include the outside and the inside.

For example, a superficial understanding of the user interface would serve a citizen in a form. This is one way to interpret Executive Order 14058, “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government. “

However, when you dig deeper, you will understand that in 2022, 190 million hours were spent on forms at the Department of Homeland Security.

Lee Becker shares his experience and shows listeners how to go beyond the screen, dig deeper with the user interface, and improve larger goals like collaboration, security, and transparency. Ep. 190 User Experience: the plow must go deeper.