Timing is everything. Doing user research (usability testing) after the redesign is too late in the process. Find what your target audience needs by conducting user interviews early in the project. Avoid learning what you have done wrong by the time is too late to fix it.
This is a great effort but it's just targeted at a relatively generic "better". The government needs to understand citizens' needs and expectations online. Broad-based user research should be conducted and used to inform a set of design values that all dotgov online experiences could aim toward. At first blush, I'd suggest: Respect: for the user's time and effort, for their status as an owner of the website (!), ...more »