User Centered Design and Customer Service Oriented Government

07/24/2015 - 13:00-07/24/2015 - 13:45
Balcony C
Experience level: 
Session Track: 

Front-end, User Experience and Design

This track covers delivering projects focused on the most important audience—the end user. Learn how to leverage Drupal to help you keep abreast of emerging trends in the mobile, componentized Web world. We’ll show you strategies for fostering collaboration between content creators, designers, strategists, and end-users.


Federal websites are trending towards more open and user-oriented models thanks to the work of the Federal CIO office and its release of the Digital Services Playbook ( It’s an exciting time to working in this space; the government recognizes the need to adopt better practices and more robust solutions for digital work in the name of delivering good citizen services.


Of the many priorities outlined in the playbook, giving users what they need is the most emphasized. This is otherwise known as User-Centered Design or UCD. In the session, we will first discuss how to identify UCD personas and scenarios based on known audience segments and analytics data. Next, we will cover how to apply web-specific UCD tactics to things such as information architecture and functional requirements in a way that complies with federal standards. Lastly, we will cover how to use analytics to constantly drive iterative optimization of a UCD-based project.



The session speakers are two federal website architects who’ve recently followed UCD principals to plan and implement Drupal web builds. Bringing experience from the both federal and private website consulting world combined with years of Drupal architecture and development work, they will speak to all aspects of user-centered design from high-level planning down to development best practices.