Executive Summary (This is a document excerpt)

Forrester applied its Web Site Review methodology to evaluate the citizen experience at seven major federal eGovernment sites. The Federal Student Aid site led the pack in usability, with the Social Security Administration and the USAJobs sites tied for a distant second. But even on the best site, we found significant design flaws that impede citizen adoption of eGovernment. To get the basics right, agency managers should adopt site design best practices by employing the discipline of persona-centric Scenario Design in their ongoing improvement efforts.

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