diff --git a/_news-and-blog/2024-08-19-user-research-and-the-paperwork-reduction-act.md b/_news-and-blog/2024-08-19-user-research-and-the-paperwork-reduction-act.md index e2da3af7..f1398ac6 100644 --- a/_news-and-blog/2024-08-19-user-research-and-the-paperwork-reduction-act.md +++ b/_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?