Popup Qualtrics survey on the U.S. Department of Health and Human Services (HHS) website.
The need
- As a federal agency, HHS must comply with digital customer experience (CX) mandates by collecting user feedback.
- Analyze user-generated feedback to do strategic updates on HHS.gov.
- The challenge: Ensure compliance with legal requirements while enabling users to express their needs effectively.
My approach
- Analyzed past user research, analytics, and stakeholder interviews to determine what questions to ask.
- For example, when users said a page had “too little information” it often meant the content was incorrect.
- Crafted clear, user-friendly questions and answers aligned with federal plain language guidelines (8th-grade reading level).
- Set expectations with a user-friendly introduction.
- For example, added the “Help us improve HHS.gov” heading on the welcome screen, estimated time to complete, clarified the confidentiality statement, provided option to get help.
- Partnered with researcher to craft multiple-choice answers based on site traffic data.
- For example, distinguished between users wanting to learn about rights under HIPAA and those filing a HIPAA complaint.
- Collaborated with the legal team to simplify required information for better readability.
- For example, I convinced the legal team to simplify the disclaimer about how respondents’ email addresses will be used.
The solution
- Facilitated more ways for users to voice their needs with clear ways to opt out.
- Simplified language for accessibility.
- E.g., reduced the reading level from 7th to 5th grade.
- Introduced more user-friendly language that honored users for sharing their responses.
- Resulted in more actionable user data from updated questions such as identifying the type of user (layperson, federal worker, health professional, etc.).
- Improved insights for UX team to guide content updates and enhancements for HHS.gov.
Additional portfolio pieces
