standing out in a crowd: improving customer utility on a centrally administered, shared web site...
TRANSCRIPT
Standing Out In a Crowd: Improving Customer Utility on a Centrally Administered, Shared Web Site
Barry Johnson [email protected] of Income, U.S. Internal Revenue Service
The opinions presented here are those of the author alone and may not represent the official position of the Internal Revenue Service or the U.S. Treasury Department.
Statistics of Income: Tax Stats irs.gov is the official source of U.S. tax filing information
Includes forms, publications, frequently asked questions, etc. Only permitted web presence for IRS business units
irs.gov design is administered centrally Look and feel strictly controlled Web programming restricted through Content Management Application (CMA)
Tax Stats pages on irs.gov are the primary source of tax data for the U.S. 4,700 tables and articles currently available Major reorganization 2004-2005
Web Site Redesign Involve Customers
Surveys and informal feedback Card sort exercise User testing
Research best practices Focus on improving products Educate irs.gov administrators
Specific Tax Stats customer needs Best practices of other statistical organizations
Form a web users’ group Continuously monitor user experiences and web practices
Tax Stats Home Page
Links alsoserve asdescriptions
Items grouped by user-provided topics
Topic Menus with Descriptions
Sub-topicLinks
BriefDescriptions
Links to related items
Quick navigation to other topics
Content Pages
Free Readers
BriefDescriptions
Future Plans
Improved product formats Easier to use tables Improved formats for research papers
Meta data Table Wizard Pilot Continuously look for opportunities to improve