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Fors Marsh Group (FMG) was awarded a contract to evaluate the usability of the U.S. Food and Drug Administration (FDA)’s newly designed public-facing website,, and to provide both short- and long-term recommendations on how to improve the government’s service delivery to its customers.    

The FDA is charged with protecting public health by ensuring the safety, effectiveness, and quality of products that account for nearly 20 cents of every dollar spent by Americans each year, including drugs, medical devices, foods, and cosmetics. The agency’s public-facing website receives approximately 25 million page views every month and serves as the face of the agency for the consumers, scientists, researchers, health care professionals, and industry professionals that rely on the site for critical information.  

From 2019 to 2020, the FDA’s website traffic—including mobile traffic to the site—has more than doubled. Given this, it’s imperative that the website continues to effectively deliver the important information users are looking for, particularly the growing audience of mobile users.  

FMG’s approach to testing and improving the usability of the site will be focused on growing the FDA’s audience of mobile users, as well as consumers who are seeking information related to COVID-19. For this work, FMG will conduct a heuristic evaluation, including expert reviews and in-depth interviews.  

“In order to best serve the FDA’s stakeholders, the agency’s site must be customer-centric,” said Nicole Togno, FMG’s Director of Customer Experience. “FMG is proud to support the  President’s Executive Order, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government, and lend our user experience expertise to improve an important public resource, one that is playing a large role in protecting our nation during a global pandemic.”  

Learn more about FMG’s customer experience capabilities. 


About Fors Marsh Group 

Fors Marsh Group is a company that uses business as a force for good. Since 2002, it has focused on applying research and strategy to create positive behavior change in people and to improve programs and policies in large organizations and government. This work is conducted within seven core U.S. markets: health, defense, technology, finance, homeland security, policy, and consumer. As a B Corporation, FMG governs from a unique set of values and policies that compound the positive impact achieved for its employees, clients, and partners. 

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