Digital experience

What is Digital Experience?

Digital experience is the interaction a customer has with an organization on the Internet. Think about the way you feel when you visit a website or use a mobile app, and how you feel after interacting with it. Does it frustrate you? Do you feel engaged? Were you able to do what you came for? People expect an easy online experience, and if we want satisfied customers, we need to deliver.

Digital experience is impacted by:

  • the content on the site
  • the way the content is organized
  • a person's ability to complete tasks on the site

You can create a positive digital experience for your users by making it easy for them to complete the task they came for, whether it's finding information, filling out a form, or making a purchase. If people can find what they're looking for quickly and easily, they're happier with the interaction and, hopefully, with your agency.

There are laws and policies that set standards and requirements for many parts of the digital experience:

21st Century IDEA and GSA

Besides being a smart business practice, providing an enjoyable digital experience is now the law. The 21st Century Integrated Digital Experience Act, otherwise known as 21st Century IDEA, aims to improve the digital experience for government customers and reinforces existing requirements for federal public websites. Any new or redesigned executive agencies' digital services (like sites, forms, and applications) must be:

  • accessible and usable
  • based around user needs and tasks
  • consistent in appearance
  • securely hosted and connected
  • original, not duplicating existing content
  • searchable
  • mobile-friendly

Agencies will also have to show their progress in a series of annual reports, and move paper-based systems online. It's a heavy but much-needed lift, and we pooled some resources to help agencies implement 21st Century IDEA and improve digital experience.

Shared Services


  • 18F Methods - bring human-centered design into your project
  • - see analytics on federal website performance
  • Digital Dashboard - see reports on federal website performance
  • Pulse - see how federal government domains are meeting best practices on the web


  • 18F- find top-of-the-industry digital consulting services
  • FEDSIM - hands-on, mission-focused program, financial, and acquisition management
  • IT Schedule 70 - purchase tools and services to build your websites and digital services

Learn & Connect


  • - tools, methods, practices and policy guidance for effective, accessible digital services
  • - resources for limited English proficiency
  • - plain language tools, resources, and examples
  • - create accessible products and services
  • - tools and resources for a better user experience


Last Reviewed: 2023-04-11