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Enhancing User Experience in U.S. Digital Public Services Through Animated Micro-Videos and Plain Language Communication
Subject area: Science,Engineering and Technology · Area of research: sciences
Abstract
This article examines the use of short animated micro-videos with plain language to enhance user experience in U.S. digital public services. Grounded in the policy framework established by Executive Order 14058, the Office of Management and Budget?s Circular A-11 Section 280, and the Plain Writing Act of 2010, the study explores how simplified communication strategies can address the federal mandate for digital-first, user-centered services. Animated micro-videos were designed with plain-language scripts and explanatory characters to illustrate complex benefit processes, and their effectiveness was tested against traditional text-based explanations. Preliminary findings suggest that micro-videos improve user comprehension, increase satisfaction, and reduce task completion time, aligning with federal priorities for reducing administrative burdens and fostering public trust in government. This approach highlights the potential of multimedia tools as scalable, evidence-based interventions for transforming citizen experience in digital governance.
Keywords
Digital government; Executive Order 14058; Plain Writing Act; micro-videos; user experience; public services; animation; e-government; customer experience; human-centered design.
References
[1] Fiorella, L., & Mayer, R. E. (2018). What works and doesn’t work with instructional video. Computers in Human Behavior, 89, 465–470.
[2] HHS – U.S. Department of Health and Human Services. (2023). Plain Writing Compliance Report. Washington, DC.
[3] Luna-Reyes, L. F., & Gil-García, J. R. (2014). Digital government transformation and internet portals: The co-evolution of technology, organizations, and institutions. Government Information Quarterly, 31(4), 545–555.
[4] Mayer, R. E. (2021). Multimedia Learning (3rd ed.). Cambridge: Cambridge University Press.
[5] OMB – Office of Management and Budget. (2022). Circular A-11, Section 280: Managing Customer Experience and Improving Service Delivery. Washington, DC.
[6] U.S. Congress. (2010). Plain Writing Act of 2010. Public Law 111–274. Washington, DC.
[7] White House. (2021). Executive Order 14058: Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government. Washington, DC.
How to cite this paper
@article{1710240,
author = {Hernan Sandres},
title = {Enhancing User Experience in U.S. Digital Public Services Through Animated Micro-Videos and Plain Language Communication},
journal = {Iconic Research And Engineering Journals},
year = {2022},
volume = {5},
number = {7},
pages = {579-581},
issn = {2456-8880},
url = {https://www.irejournals.com/formatedpaper/1710240.pdf},
abstract = {This article examines the use of short animated micro-videos with plain language to enhance user experience in U.S. digital public services. Grounded in the policy framework established by Executive Order 14058, the Office of Management and Budget?s Circular A-11 Section 280, and the Plain Writing Act of 2010, the study explores how simplified communication strategies can address the federal mandate for digital-first, user-centered services. Animated micro-videos were designed with plain-language scripts and explanatory characters to illustrate complex benefit processes, and their effectiveness was tested against traditional text-based explanations. Preliminary findings suggest that micro-videos improve user comprehension, increase satisfaction, and reduce task completion time, aligning with federal priorities for reducing administrative burdens and fostering public trust in government. This approach highlights the potential of multimedia tools as scalable, evidence-based interventions for transforming citizen experience in digital governance.},
keywords = {Digital government; Executive Order 14058; Plain Writing Act; micro-videos; user experience; public services; animation; e-government; customer experience; human-centered design.},
month = {January},
}