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.

Besides being a smart business practice, providing an enjoyable digital experience is now the law. The 21st Century Integrated Digital Experience Act (21st Century IDEA) mandates that any new or redesigned executive agencies' digital services (sites, forms, 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.

21st Century IDEA isn't the only policy that governs how we deliver information and services online--these laws and policies set standards and requirements for many parts of the digital experience:

Last Reviewed: 2019-06-24