Merge pull request #1061 from usds/staging

PRA blog edits

_news-and-blog/2024-08-19-user-research-and-the-paperwork-reduction-act.md

@@ -52,7 +52,7 @@ Specifically, there are activities common in user research that **do not** requi
 
 - Asking people non-standardized questions as part of a one-on-one research session (i.e., asking people questions orally, in an unstructured way, about navigating government benefits or signing up for an appointment). “Non-standardized,” in this context, means the questions asked vary from person to person, and are not drawn from a list of identical questions posed in every research session.
 
-Unlike methods that constitute information collection and require PRA clearance (for example, surveys or large focus groups with a set of the same questions or tasks), these types of research conversations (direct observations or one-on-one sessions with non-standardized questions) do not require PRA approval, regardless of the number of users ultimately involved in the research. 
+Unlike methods that constitute information collection and require PRA clearance (for example, surveys or large focus groups with a set of the same questions or tasks), these types of research conversations (direct observations or one-on-one sessions with non-standardized questions) do not require PRA approval, regardless of the number of users ultimately involved in the research. On November 19, 2024 this was further clarified in a [briefing room](https://www.whitehouse.gov/omb/briefing-room/2024/11/21/ensuring-effective-and-timely-usability-research/){:target="blank"} blog by the White House and the Office of Information and Regulatory Affairs (OIRA) and in this [Usability Testing memo](https://www.whitehouse.gov/wp-content/uploads/2024/11/PRA-Usability-Testing-Guidance-Memo.pdf){:target="blank"}.
 
 Direct observations and one-on-one feedback sessions can be more valuable than [focus groups](https://www.nngroup.com/articles/focus-groups-definition/){:target="blank"} or [surveys](https://www.nngroup.com/articles/should-you-run-a-survey/){:target="blank"}, since they may provide a deeper understanding of people’s behavior rather than feelings and opinions and showcase what's working well, what isn't, and why. You can learn more about talking to people with [tips](https://www.dhs.gov/cx/how-do-I-talk-to-customers){:target="blank"} from the Department of Homeland Security.
 
@@ -126,7 +126,7 @@ During the second round of research, the main focus was observing individuals as
 
 **Why did the PRA not cover this research?** 
 
-In this project, the DOL directly observed the experiences of program applicants and participants and asked non-standardized questions on a particular process, theme, or issue without any specification of the information being sought. [See 5 CFR 1320.3(h)(3).](https://www.ecfr.gov/current/title-5/chapter-III/subchapter-B/part-1320){:target="blank"}
+In this project, the DOL directly observed the experiences of program applicants and participants and asked non-standardized questions on a particular process, theme, or issue without any specification of the information being sought. [See 5 CFR 1320.3(h)(3)](https://www.ecfr.gov/current/title-5/chapter-III/subchapter-B/part-1320){:target="blank"}. This type of research was also PRA exempt because it involved usability testing a website. [See White House and Office of Information and Regulatory Affairs Usability Testing memo.](https://www.whitehouse.gov/wp-content/uploads/2024/11/PRA-Usability-Testing-Guidance-Memo.pdf){:target="blank"}.
 
 ### Case study 2: Conducting user research for a new application launch
 
@@ -140,7 +140,7 @@ Many Veterans found the health care application process at the VA frustrating. M
 
 **Solution** 
 
-The team developed a new, user-friendly online application that doesn't require a certain software to use. For more details, check out the [USDS blog post](https://medium.com/the-u-s-digital-service/introducing-a-new-digital-application-for-healthcare-at-va-610d8bac4c78), "Introducing a new digital application for healthcare at VA."
+The team developed a new, user-friendly online application that doesn't require a certain software to use. For more details, check out the [USDS blog post](https://medium.com/the-u-s-digital-service/introducing-a-new-digital-application-for-healthcare-at-va-610d8bac4c78){:target="blank"}, "Introducing a new digital application for healthcare at VA."
 
 
 **User research** 
@@ -149,7 +149,7 @@ The team observed Veterans using the existing application to identify pain point
 
 **Why did the PRA not cover this research?**
 
-In this project, the VA directly observed the experiences of program applicants and participants and engaged in unstructured one-on-one interactions. They asked non-standardized questions on a particular process, theme, or issue without any specification of the information being sought. [See 5 CFR 1320.3(h)(3).](https://www.ecfr.gov/current/title-5/chapter-III/subchapter-B/part-1320){:target="blank"}
+In this project, the VA directly observed the experiences of program applicants and participants and engaged in unstructured one-on-one interactions. They asked non-standardized questions on a particular process, theme, or issue without any specification of the information being sought. [See 5 CFR 1320.3(h)(3)](https://www.ecfr.gov/current/title-5/chapter-III/subchapter-B/part-1320){:target="blank"}. This type of research was also PRA exempt because it involved usability testing an online application. [See White House and Office of Information and Regulatory Affairs Usability Testing memo](https://www.whitehouse.gov/wp-content/uploads/2024/11/PRA-Usability-Testing-Guidance-Memo.pdf){:target="blank"}.
 
 ### Case study 3: Conducting user research to inform policy and strategy
 
@@ -171,7 +171,7 @@ The team met one-on-one with current sponsors to learn about their experience an
 
 **Why the PRA did not cover this research?** 
 
-In this project, the team observed the experiences of sponsors and potential sponsors and engaged in unstructured one-on-one interactions. They asked non-standardized questions on a particular process, theme, or issue without any specification of the information being sought. [See 5 CFR 1320.3(h)(3).](https://www.ecfr.gov/current/title-5/chapter-III/subchapter-B/part-1320){:target="blank"}
+In this project, the team observed the experiences of sponsors and potential sponsors and engaged in unstructured one-on-one interactions. They asked non-standardized questions on a particular process, theme, or issue without any specification of the information being sought. [See 5 CFR 1320.3(h)(3)](https://www.ecfr.gov/current/title-5/chapter-III/subchapter-B/part-1320){:target="blank"}.
 
 ### Case study 4: Conducting user research to streamline digital experiences
 
@@ -222,7 +222,7 @@ The team performed user research throughout the year by working with non-profits
 
 **Why the PRA did not cover this research?**
 
-In this project, the groups directly observed the experiences of program applicants and participants. They asked non-standardized questions on a particular process, theme, or issue without any specification of the information being sought. [See 5 CFR 1320.3(h)(3).](https://www.ecfr.gov/current/title-5/chapter-III/subchapter-B/part-1320){:target="blank"}
+In this project, the groups directly observed the experiences of program applicants and participants. They asked non-standardized questions on a particular process, theme, or issue without any specification of the information being sought. [See 5 CFR 1320.3(h)(3)](https://www.ecfr.gov/current/title-5/chapter-III/subchapter-B/part-1320){:target="blank"}. This type of research was also PRA exempt because it involved usability testing text messages. [See White House and Office of Information and Regulatory Affairs Usability Testing memo](https://www.whitehouse.gov/wp-content/uploads/2024/11/PRA-Usability-Testing-Guidance-Memo.pdf){:target="blank"}.
 
 
 ### Case study 6: Conducting user research with internal users of a system
@@ -245,7 +245,7 @@ ORR contacted case workers nationwide and observed them filling out both version
 
 **Why did the PRA not cover this research?** 
 
-In this project, the ORR directly observed case workers (not federal employees) using a form via one-on-one interviews to understand any usability concerns. They asked non-standardized questions on a particular process, theme, or issue without any specification of the information being sought. [See 5 CFR 1320.3(h)(3).](https://www.ecfr.gov/current/title-5/chapter-III/subchapter-B/part-1320){:target="blank"}
+In this project, the ORR directly observed case workers (not federal employees) using a form via one-on-one interviews to understand any usability concerns. They asked non-standardized questions on a particular process, theme, or issue without any specification of the information being sought. [See 5 CFR 1320.3(h)(3)](https://www.ecfr.gov/current/title-5/chapter-III/subchapter-B/part-1320){:target="blank"}. This type of research was also PRA exempt because it involved usability testing a form. [See White House and Office of Information and Regulatory Affairs Usability Testing memo](https://www.whitehouse.gov/wp-content/uploads/2024/11/PRA-Usability-Testing-Guidance-Memo.pdf){:target="blank"}.
 
 ### Case study 7: Conducting user research with students and families
 
@@ -269,7 +269,7 @@ Based on this research, the team developed a College Scorecard prototype and the
 
 **Why did the PRA not cover this research**? 
 
-In this project, the Department of Education directly observed the program applicants and participants engaging with the College Scorecard.  The Department of Education also asked non-standardized questions on a particular process, theme, or issue without any specification of the information being sought. See [5 CFR 1320.3(h)(3).](https://www.ecfr.gov/current/title-5/chapter-III/subchapter-B/part-1320){:target="blank"}
+In this project, the Department of Education directly observed the program applicants and participants engaging with the College Scorecard. The Department of Education also asked non-standardized questions on a particular process, theme, or issue without any specification of the information being sought. [See 5 CFR 1320.3(h)(3)](https://www.ecfr.gov/current/title-5/chapter-III/subchapter-B/part-1320){:target="blank"}. This type of research was also PRA exempt because it involved usability testing a website. [See White House and Office of Information and Regulatory Affairs Usability Testing memo](https://www.whitehouse.gov/wp-content/uploads/2024/11/PRA-Usability-Testing-Guidance-Memo.pdf){:target="blank"}.
 
 ## Ready to conduct user research?