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Problem

The United States International Trade Commission (USITC) is a federal agency with broad investigative responsibilities on matters of trade that works to facilitate a rules-based international trading system. To support these efforts, the agency’s website must communicate a large amount of technical information to a specialized audience.

Process

In preparation for a redesign of the USITC site, FMG conducted a mixed-method usability evaluation of the USITC website. This evaluation involved a variety of methodologies, including developing personas for the most common site visitors, using a site intercept survey to identify participants for stakeholder interviews, completing a heuristic evaluation, and conducting 24 remote one-on-one user experience interviews, which included a card sorting exercise.

Impact

FMG staff presented findings and mock-ups of proposed versions of the new USITC home page and landing pages, allowing USITC to seamlessly integrate the findings from our research into their website redesign and to ensure a positive experience for website users.

Partner With FMG

Kinsey Gimbel

Director, Customer Experience

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