By Imani Nichols
“Does anyone know of any opportunities to contribute UX research skills to good causes?” read an email from a fellow user experience (UX) researcher. I was curious about what responses he’d get because I was also interested in volunteering.
Another researcher responded, “U.S. Digital Response is currently looking for UX research volunteers,” and she provided a link to USDR. Being unfamiliar with USDR, I clicked on the link. Unbeknownst to me, that link would introduce me to the possibility of becoming a UX researcher in the digital government movement.
I’ve been a researcher since college. I began my research career as an undergraduate research assistant for cognitive psychology, sociology, and business professors. I loved being able to support projects and make recommendations based on research. Once I graduated from college, I pivoted my skill set into market research and UX research roles. I now own a UX research company called Yzzi Research where I serve as the senior UX researcher.
As I was reading about USDR and its NYC[x] Innovation Fellowship program, I saw a clear opportunity to expand my skill set. USDR is a nonprofit, nonpartisan organization that connects expert volunteer assistance with governments and organizations responding to the critical needs of the public. To be involved with USDR would allow me to be civically engaged, further refine my UX research skills, and potentially establish relationships that could lead to Yzzi Research securing government contracts in the future. I had never heard of USDR, yet it was perfect for me.
As part of USDR’s NYC[x] Innovation Fellows program, in partnership with the New York City Mayor’s Office of the Chief Technology Officer, I was placed as a pro-bono UX researcher to help the City of New York inform the design of an online tool intended to help older adults find virtual programs and services. This was my first exposure to digital government and, though it was only ten weeks, I was able to understand how much opportunity there was for me to apply my UX research skills to digitizing and modernizing governments.
A significant portion of the fellowship consisted of me interviewing older adults and service providers. Working with older adults challenged biases I had about them. I assumed that older adults were not generally tech savvy and consequently would have no interest in the online tool the city was trying to create. I was humbled by how wrong I was. The older adults were active, vibrant, and social before the pandemic and had carried that spirit with them as they successfully transitioned into attending virtual events. When conducting usability testing with the older adults, they were excited about the online tool and were able to contextualize the tool within their lives.
In real time, I was able to understand the impact that digital government and UX research can have on the lives of everyday people. Upon completing the NYC[x] Innovation Fellowship, I was pleasantly surprised that I had developed a serious interest in being a UX researcher in the public sector, a career possibility I never considered or knew existed. As a result, I have been seeking out government and public interest clients for Yzzi Research.
My volunteer experience with USDR has been pivotal for my career, and I would encourage UX researchers to contribute their skills and expertise to a timely and meaningful organization. You can learn more and sign up to volunteer here: https://www.usdigitalresponse.org/volunteers/.
