User-Useful Government Websites: Intersection of User-Centered Design and Plain Language

Jonathan Rubin, MA | Salon 3

User Experience Program Manager, U.S. General Services Administration (GSA), Digital Government Division

Katherine Spivey, MA | Salon 3

Web Content/Social Media Manager and Plain Language Launcher, U.S. General Services Administration (GSA)



Want to know how to get your customers to read the information you publish on your websites?

Write and design for them, not at them.

Using real-life examples and stories from government experience that includes many different federal agencies, Jonathan Rubin and Katherine Spivey will discuss user-centered design and plain language. They will show how customer information needs outweigh everything else, and show how easy it is for stakeholders to get in their own way—and how to escape that trap.


Learning objective:

  • Describe five techniques for using plain language



Enhancing consumer experience