Shows
Unchecked: The architecture of disinformationEpisode 4: Disinformation and federal information spaces with Dana ChisnellSend us a textSYNOPSISDana Chisnell joins Dan and Rachel to talk about information in civic tech. Dana discusses her experience with voting systems, immigration, and homeland security. New executive orders on communicating about people directly affected Dana’s job. She explains her rationale for stepping down from her executive position. Rachel coins the lens “#influencers” and Dan describes the lens “Messaging.”STORIES OF DISINFORMATIONThe AIDS crisisDan’s son was in a musical called Falsettos and it brought back many memories about growin...
2025-07-2147 min
Hoe Makkelijk Kun Je Het Maken? - De PodcastHst 11. Gebruiksevaluatie - met gebruikstestonderzoeker Arnold VermeerenEn dan zie je ineens dat iedereen die ene knop over het hoofd ziet. En dat kinderen dat met veel moeite ontwikkelde nieuwe lesmateriaal totaal links laten liggen. Waarom? ‘First time right’ komt in gebruiksgericht ontwerpen maar zelden voor. Menselijk gedrag is te grillig om volledig te voorspellen. Om te voorkomen dat je pas achter deze fouten komt als je ontwerp al gelanceerd is, moet je tijdens het ontwerpproces testen hoe het in gebruik werkt.In deze aflevering hebben we Arnold Vermeeren te gast: onderzoeker naar gebruiksgemak en -ervaring, en expert op het gebied van gebruikstesten.We...
2025-04-1532 min
UX PodcastService literacy with Lou Downe
S03E07 (#335). Lou Downe, author of Good Services and former director of design for the UK government joins us in this episode. We sat down with Lou and asked—Where is service design going wrong, and are we even doing service design?
Among the topics we discussed were: The complexity of modern services and the complete reliance on infrastructure, as well as the importance of service literacy for leaders.
“Sometimes it’s the first time that [managers] have seen or experienced the service that they’re providing. It’s a bit like a chef basically cooking a...
2025-03-2841 min
The CX Tipping Point®EP 45 - Turning Touch Points Into Trust Points at the Department of Homeland Security featuring Dana Chisnell & Stephanie MooreIn this episode of The CX Tipping Point Podcast, Martha Dorris spoke to Dana Chisnell, the Executive Director of the Customer Experience Directorate and Stephanie Moore, the Program Manager for the implementation of Executive Order 14058 on “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government” in the Department of Homeland Security. DHS is dedicated to transforming their most impactful services to meet the needs of the 1 billion touch points a year. As stated in the 2023 CX Annual Report, DHS believes that better customer experience means that the touch points they have with the public are...
2024-06-111h 10
rethink.fmEpisode 36: Experience Design with Jared SpoolIn this episode, I am joined by special guest, Jared Spool! We are talking about transformational UX research and design strategies. We cover a lot of actionable insights and share a few laughs too. You will learn about how to evaluate the readiness and urgency required to make a maximum strategic UX impact within organizations, what actual leadership means, and how to improve future experiences with research-led, human-centric practices and more.
If you and your design/product teams need weekly motivation and resources, join the Leaders of Awesomeness community or sign the team up for a deeper...
2023-11-1445 min
Fed Gov Today11/13/23: Transforming Citizen Experience in Government: A Fed Gov Today Original PodcastThis Special Fed Gov Today podcast is sponsored by Verizon.The Labor Department’s customer experience efforts include its response to a major piece of legislation. The American Rescue Plan Act features several services the Labor Department provides. Lesley Sheffield, Senior IT Project Manager for ARPA Unemployment Insurance Modernization at Labor, details the path that Labor has taken to modernize the UI process, and the road ahead.The Internal Revenue Service has added more than 5,000 customer service representatives...
2023-11-1339 min
Ask the CIODHS’ move to agile development to buoy customer experience tooEric Hysen, the DHS chief information officer, and Dana Chisnell, the director of CX, are expanding their priorities areas to include more customer and employee experience goals as outlined in a new IT strategic plan. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
2023-11-0643 min
Linguistics CareercastEpisode #24: Language Access to Government (LCL Audio)Dana Chisnell joined the US Digital Service as a Policy Design Researcher and General Problem Solver. Her current challenge is designing for language access. The US government makes all kinds of information available in multiple languages, depending on the program, mostly in print. This is a logistics problem, but also a power/equity issue. How do we design for it? And how do you get started in this kind of government work?
Presenter: Dana Chisnell (US DHS)
Moderator: Nancy Frishberg
Dana Chisnell’s website
Dana Chisnell on LinkedIn
Society for Technical Comm...
2023-06-0640 minLinguistics CareercastEpisode #24: Language Access to Government (LCL Audio)Dana Chisnell joined the US Digital Service as a Policy Design Researcher and General Problem Solver. Her current challenge is designing for language access. The US government makes all kinds of information available in multiple languages, depending on the program, mostly in print. This is a logistics problem, but also a power/equity issue. How do we design for it? And how do you get started in this kind of government work?
Presenter: Dana Chisnell (US DHS)
Moderator: Nancy Frishberg
Dana Chisnell’s website
Dana Chisnell on LinkedIn
Society for Technical Comm...
2023-06-0640 min
Aurelius PodcastEpisode 39 - Designing Ballots & the Voter Experience with Dana Chisnell- Dana’s stories about usability testing on ballot design prototypes
- Overcoming stakeholder objections for doing user research
- Challenges of local and federal elections in the United States
- Ballot design and voter experience
- Doing research for civic design and overcoming very complex roadblocks
- How to get deep domain expertise in a regulated industry as a designer
- Why our common approach to software design isn’t enough for civic design problems
2020-10-2941 min
Design is EverywhereDesigning the Voter Experience for Accessibility and EngagementThere’s a presidential election coming up in less than a month, in an unprecedented time. Today we’ll be discussing the intersection of design and voting; how to make voting a good experience and make it accessible and equitable for all. Every election’s stakes are high, yet roughly 60% of Americans don’t turn out to vote. As one of our guests wrote: The real problem is that voting in America is just hard. Like anything, voting is an experience that should be designed to maximize participation. This week’s guest co-host is an expert on design and voting; Da...
2020-10-0845 min
UXRadioEvery Day is a Civics Lesson with Dana Chisnell on UX-radioUX-radio.com is a podcast about Information Architecture, User Experience, and Design. Hosts Lara Fedoroff and Chris Chandler talk with industry experts with the purpose to educate, inspire and share resources. In this episode, we talk to Dana about her many contributions to civic design.
2020-04-1436 min
UX radioCivic Design Made Better with Dana Chisnell on UX-radioUX-radio.com is a podcast about Information Architecture, User Experience, and Design. Hosts Lara Fedoroff and Chris Chandler talk with industry experts with the purpose to educate, inspire and share resources. In this episode, we talk to Dana about her many contributions to civic design.
2020-04-1436 min
Human TechEpisode #098: Dana Chisnell Visits The ShowWe talk to Dana Chisnell about her work in helping government tackle UX design problems, and her optimism for the future.
2020-02-2259 min
WP-Tonic | WordPress | SaaS | Bootstrap SaaS | Startups#469 WP-Tonic Round-Table Show on Friday 14th of February, 2020 at 8:30am PST#1 - Awesome Motive Acquires the All in One SEO Pack Plugin https://wptavern.com/awesome-motive-acquires-the-all-in-one-seo-pack-plugin #2 - Wix reveals Editor X platform to answer “complex design needs” https://www.designweek.co.uk/issues/3-9-february-2020/wix-reveals-editor-x-platform-to-answer-complex-design-needs/ #3 - The important lessons every designer should learn from the Iowa Caucuses https://www.invisionapp.com/inside-design/iowa-caucus-design-dana-chisnell/ #4 - Musings about building websites out of (WordPress) blocks https://thinkwritecode.com/musings-about-building-websites-out-of-wordpress-blocks/ #5 - Wacom drawing tablets track the name of every application that...
2020-02-171h 01
The Informed LifeEduardo Ortiz on Social ImpactMy guest today is Eduardo Ortiz. Eduardo is a U.S. Marine Corps veteran and former Director at the U.S. Digital Service. More recently, Eduardo co-founded &Partners, a social impact design and engineering studio that works with organizations to help improve their communities. In this episode, we discuss how they manage their information to drive change.Listen to the full conversation https://theinformeddotlife.files.wordpress.com/2019/09/the-informed-life-episode-19-eduardo-ortiz-2.mp3 Show notes@EduardoOrtiz on TwitterEduardo on LinkedIn&Partners (Eduardo’s company)ASIS&T Sigia-l mailing listLouis RosenfeldU.S. M...
2019-09-2928 min
Bringing Design Closer with Gerry ScullionDana Chisnell 'Design for all: Using Design to improve outcomes between the US Government and its citizens'This is HCD is brought to you by Humana Design and The Academy.ie
Hello, welcome to Bringing Design Closer. My name is Gerry Scullion and I’m a service design practitioner and trainer based in Dublin City, Ireland.
In this episode, I caught up with the wonderful, the one and only, Dana Chisnell. Now, we met a number of years ago when I was speaking at UX Scotland and had a great conversation at that time about design in government. I’m delighted today to continue that conversation on the show. We also speak about h...
2019-09-2432 min
Bringing Design CloserDana Chisnell 'Design for all: Using Design to improve outcomes between the US Government and its citizens'This is HCD is brought to you by Humana Design and The Academy.ie
Hello, welcome to Bringing Design Closer. My name is Gerry Scullion and I’m a service design practitioner and trainer based in Dublin City, Ireland.
In this episode, I caught up with the wonderful, the one and only, Dana Chisnell. Now, we met a number of years ago when I was speaking at UX Scotland and had a great conversation at that time about design in government. I’m delighted today to continue that conversation on the show. We also speak about h...
2019-09-2431 min
This is HCD – Human-Centered Design, UX & Service Design Thinking PodcastDana Chisnell 'Design for all: Using Design to improve outcomes between the US Government and its citizens'If you like our content, be sure to sign up to our weekly The Design Compass Newsletter. Design Smarter. Lead Better.Leave a review (+ help us grow): https://ratethispodcast.com/hcdHello, welcome to Bringing Design Closer. My name is Gerry Scullion and I’m a service design practitioner and trainer based in Dublin City, Ireland. In this episode, I caught up with the wonderful, the one and only, Dana Chisnell. Now, we met a number of years ago when I was speaking at UX Scotland and had a great conversation at...
2019-09-2432 min
BitpickingWhat the UX with Laura YarrowThis week we talk to Laura Yarrow - UX Consultant at Experience UX. Like all UX conversations we start by clarifying what it really is, before discussing how to start in UX and what you can do if you don't have a big budget, before settling on a mini-rant about dark patterns.
Oh, and Laura had it right all along, of course.
REFERENCES:
Paper Prototype example: https://twitter.com/laura_yarrow/status/1114446460513390592
UX Professional Association: https://uxpa.org
Interesting UX People:
Kim Goodwin - https://twitter.com/kimgoodwin
D...
2019-04-3048 min
UX Podcast#193 Designing democracy with Dana Chisnell“Voting in American is hard. There are far more steps than people realise” said Dana Chisnell. We talk to Dana about democracy as a design problem. We look at how the design of civic engagement impacts on both registration and participation and how that impact varies for burdened and privileged voters.
2018-09-1400 min
Die Sendung mit der Metrik#40 "Ohne Testing bringt es nichts" mit Thorsten Biedenkapp/Biedenkapp ITHi #analyseheld,
glaubst du Best Practices anderer Unternehmen und kopierst sie einfach oder testest du, was DEINE Kunden wollen? Hältst du Testing für eine einmalige Sache oder ist es bei dir schon Teil der Unternehmenskultur? Wie auch immer, du solltest dringend hier in das erste Vis-a-vis-Interview mit Thorsten Biedenkapp reinhören, damit du erfährst, was genau du mit Testing erreichen kannst und welche Möglichkeiten es gibt.
Wieder eine Menge "Holz" für dich und natürlich gibt's am Ende drei Tipps von Thorsten!
Viel Spaß beim Hören. Du hast eine Fr...
2018-07-2500 min
Mixed MethodsUsability Testing: Tricking Gov into Working for People - Dana Chisnell, Center for Civic DesignIn the field of UX research Dana Chisnell is a pioneer. As you will hear, she has lived and shaped it’s history and continues to do so. She is currently working as an Adjunct Professor at Harvard, Co-Director of the center for Civic Design, and as a Principal Researcher at UsabilityWorks. I went into this conversation with Dana, expecting to focus on usability testing, how to do it, what makes someone great at it, etc. etc. Dana is a world class expert on this. As you’ll see we did discuss that towards the end, but Dana’s experience in the...
2017-04-0600 min
PresentableThe Election Isn't Rigged, It's Just Poorly DesignedThis week on the program, my friend Dana Chisnell is here for a very timely conversation on how the design of ballots affects voter trust in elections. She just finished a 2-year tour with the US Digital Service and has more than a decade of experience in civic design.
This episode of Presentable is sponsored by:
Freshbooks: Online invoicing made easy.
Guest Starring: Dana Chisnell
Links and Show Notes Leo, Toby, Josh and C.J. in the Rosevelt Room United States Digital Service Wikipedia : Florida...
2016-10-2858 min
UX AdvantageGovernment’s Design LessonsDana Chisnell and Dean Logan discuss the unique challenges of bringing UX into the government sector and how some things they learned can benefit the private sector.
2016-01-2240 min
The UIE PodcastTime Traveling with Enterprise Applications - UX Immersion PodcastEnterprise applications are massive, often unwieldy pieces of software. You get a sense they were never truly improved or updated, they just had a continuous string of features tacked on until it got to the point where they are almost impossible to use. And they’re old.
This focus on features let design fall to the wayside, making it less important than the application’s perceived capabilities. Now, you’re forced to stare at a screen straight out of 1995. You’ve become a time traveler, whether you were aware of it or not.
We’ve come across other time travelers in our jou...
2015-12-1712 min
Tent Talks by Chicago Camps204 - Dana ChisnellChicago Camps interviews Dana Chisnell, Principal Consultant at UsabilityWorks, Visiting Scientist at MIT, and Co-Founder at Center for Civic Design. As if that's all not enough, Dana is a Speaker Mentor at Speaker Camp Boston on October 11th, 2014.
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About Dana Chisnell
Dana strives to counter bad data every day. She's a research nerd (her words) who just loves methodology, collaborating, and data - especially data she can help teams use to make design decisions. In fact, Dana loves applied research so much that just for fun, she sometimes organizes clients, friends, and other...
2014-10-0119 min
UX Discovery Session PodcastDS039 :: Dana Chisnell of Usability Works & Center For Civic DesignSubscribe to the podcast using: iTunes | Stitcher | SoundCloud
https://soundcloud.com/uxdiscoverysession/ds039-dana-chisnell-of-usability-works-center-for-civic-design
This episode features an interview with Dana Chisnell of Usability Works & Center For Civic Design.
Brought to you by our sponsors:
Fluxible 2014, the User Experience Event being held September 13-14, 2014 in Kitchener, Canada.Enter the discount code UXDS to save $200 on registration.
MarksAndLogos.com
00:00 Intro Theme
00:11 Introductions/Interview with Dana Chisnell of Usability Works & Center For Civic Design.
Links / topics mentioned:
Boston
San Francisco
Michigan State University
Burroughs Corporation
Technical c...
2014-08-2636 min
UX Discovery Session PodcastDS032 Bob & Mark of Fluxible.caSubscribe to the podcast using: iTunes | Stitcher | SoundCloud
This episode features an interview with Bob & Mark of Fluxible.ca.
Brought to you by our sponsor: MarksAndLogos.com
00:00 Intro Theme
00:11 Introductions/Interview with Robert Barlow-Busch & Mark Connolly of Fluxible.ca, A User Experience Event.
Links / topics mentioned:
Early Bird Registration Ends June 30, 2014
Fluxible 2014 Speakers
Kelly Goto of Goto Media
Danielle Malik of Facebook
Bill DeRouchey of GE
David Jensenius
Dana Chisnell of UsabilityWorks
Giles Colborne of cxpartners
Donna Lichaw
Alex Tam of Practice Fusion
Indi Young
Kendra Shimmell of C...
2014-06-2824 min
UX Discovery Session PodcastDS031 :: Whitney Quesenbery of Center for Civic DesignSubscribe to the podcast using: iTunes | Stitcher | SoundCloud
https://soundcloud.com/uxdiscoverysession/ds031-whitney-quesenbery-of-center-for-civic-design
This episode features an interview with Whitney Quesenbery of Center for Civic Design.
Brought to you by our sponsor: MarksAndLogos.com
00:00 Intro Theme
00:11 Introductions/Interview with Whitney Quesenbery.
Links / topics mentioned:
Dana Chisnell
The Future of California Elections (FOCE)
Lighting designer
Laurie Anderson
A Web for Everyone: Designing Accessible User Experience (Rosenfeld Media, 2014)
Sarah Horton
Responsive Web Design
Global UX: Design and Research in a Connected World (Morgan Kauffman, 2012)
Daniel Szu...
2014-06-0723 min
The SpoolCastDana Chisnell - Gaining Design Insights from Your Research Recruiting ProcessGetting great participants for usability studies can provide invaluable insights for your design process. But if you aren’t doing your own recruiting, you could be missing out on additional important information. Dana Chisnell has learned that the best way to find great participants is to think of recruiting as bonus user research.
2013-12-1225 min
Let's Make Mistakes119 Designing A Better DemocracyMike and guest co-host Jared Spool interview Dana Chisnell, who is doing some amazing work to ensure that voters true intent is registered at the polls. A fantastic show about the responsibility of design to civic duty.
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Send in a voice message: https://anchor.fm/lets-make-mistakes/message
2013-12-0751 min
The Big Web ShowEpisode 33: Dana ChisnellDana Chisnell joins Jeffrey Zeldman and Dan Benjamin to talk about UX, testing, leveraging your expertise, New York City voting booth user experience design, and more.
Links for this episode:Dana ChisnellHandbook of Usability Testing - Amazon.comDana Chisnell (danachis) on TwitterDesign for Democracy — AIGA | the professional association for designUsability TestingSponsored by Zendesk and Shopify.
2011-01-0636 minThe SpoolCastRecruiting for Usability Testing FollowupUser experience research lives or dies by the appropriateness of the participants in the study. If the participants match the real users, you're set. We held a Virtual Seminar with Dana Chisnell to discuss recruiting for usability testing, and this is the followup podcast to that seminar. In the podcast, Dana answers remaining questions from the seminar.
2009-12-0937 minThe SpoolCastFollow-up to Conducting Usability Tests in the WildBack in October we had the good fortune to host Dana Chisnell's popular Virtual Seminar entitled "The Quick, the Cheap, and the Insightful: Conducting Usability Tests in the Wild", where she told us you don't have to run usability tests by the book to get great value out of them. Quite a statement considering she (co-)wrote the book!
As usual, we received many more excellent questions that we could deal with during the seminar, so we recorded this podcast.
2008-11-2129 minThe SpoolCastUsability Guerilla Techniques with Dana ChisnellThis week, I had the great honor of speaking with Dana Chisnell, noted usability expert and principal at Usability Works, a consultancy based in San Fransisco. Dana is also the co-author of the recently-released second edition of the Handbook of Usability Testing, a book so fine, I agreed to write the foreword.
2008-06-2423 min