Build Government Digital Services That Citizens Can Actually Use

Your citizens know exactly where your website, portal, or digital service breaks down and where the experience fails to deliver on its public obligation. TheySaid's government usability testing platform watches real members of the public navigate your digital services in real time, capturing screens and voices to show you precisely where confusion creates barriers, erodes trust, and drives avoidable contact.

Get Started Free Book a Demo

Why Government Agencies Choose AI Usability Testing

Increase Service Uptake by Removing Barriers to Access

Digital government services only deliver value when citizens can successfully use them. TheySaid captures where your online forms create confusion, which navigation paths lead to dead ends, and what information citizens need before they feel confident enough to complete a transaction online, so you can fix the experience that is currently sending people to a service center or phone line instead.

Reduce Avoidable Contact by Making Self-Service Work for Everyone

Every call or in-person visit that originates from a confusing digital experience is an avoidable cost your service design created. Public sector usability testing identifies the specific tasks where citizens abandon your digital channel and seek assisted service instead, giving your team prioritized evidence to act on rather than call volume targets to reverse-engineer.

Build Digital Services That Reflect the Needs of the Public You Serve

Government digital teams make product decisions without always having direct access to the citizens most affected by them. TheySaid gives your team real evidence from the full range of people who interact with your services, including those with lower digital literacy, older users, and citizens accessing services under stress or time pressure.

Validate Digital Services Before They Go Live at Scale

E-government usability testing before a public-facing service launches catches the usability problems that generate complaints, media attention, and expensive reactive fixes after launch. TheySaid lets you test with real members of the public before release so you catch barriers while they are still inexpensive to address.

Ensure Your Digital Services Work Across the Full Spectrum of Your Audience

Government services must work for everyone: older citizens, people with low digital confidence, users on older devices, and those accessing services for the first time under difficult circumstances. Government website usability testing across the full range of your audience reveals where design assumptions about user capability are creating real access barriers.

How Government Teams Use Government User Testing

Online Form and Application Testing

Watch real citizens complete benefit applications, permit requests, license renewals, and registration forms. AI captures where terminology is unclear to non-specialist users, which required fields create confusion, and where the process fails to communicate progress clearly enough to keep people moving forward.

Government Website Navigation and Information Architecture Testing

See how citizens find information, locate the right service, and understand their eligibility and next steps. Government digital services testing at this level reveals whether your information architecture reflects how citizens think about their needs rather than how your agency is organized internally.

Citizen Portal and Account Management Testing

Understand whether citizens can create accounts, manage their information, track applications, and access their records without assistance. AI captures where account management flows create friction, which verification steps feel disproportionate, and where error messages fail to give citizens a clear path to resolution.

Accessibility and Inclusion Testing

Test your digital services with users who represent the full range of your audience including older users, people with lower digital confidence, and those using assistive technologies. Citizen experience testing across diverse user groups reveals accessibility barriers that standard compliance checks alone do not catch.

Service Redesign Validation

Validate proposed service redesigns with real citizens before committing to full development. AI moderates sessions that reveal whether the new design resolves the problems the redesign was intended to fix, whether new issues have been introduced, and whether the service now works for the audience segments it was designed to reach.

Book a Demo

See what customers say about our AI user testing platform

"Implementing TheySaid has led to a 5-10% increase in qualified leads from our existing customers in just a few months while reducing churn. The results speak for themselves."

Alex Farmer

Chief Revenue Officer @ Nezasa

"TheySaid's AI Surveys helped us step up our insight gathering game. It's smarter and more engaging for customers."

Maggie C.

VP, Product Design @ ClickUp

"How did TheySaid AI come up with such great question recommendations? These are questions that our teams really want to know and discussed internally a lot. I am impressed!"

Brook P.

VP, Marketing @ DX

"Integrating TheySaid has been a game-changer. We've seen a 5-10% decrease in customer churn with an increase in upsell opportunities since its implementation."

Srikrishnan Ganesan

Co-Founder & CEO @ Rocketlane

"Really easy to use and I think this might be one of the best ways to engage with your customers! Platform will really boost your customer engagement."

Danny L.

Co-Founder

FAQ's

Can we test with real members of the public rather than internal staff or generic panels?

Both. Share test links directly with citizens through your website, email communications, or digital service prompts. Or recruit from TheySaid's panel with targeting by age, digital literacy level, geographic region, and demographic profile to reach the specific segments of the public your service is designed for, including harder-to-reach groups.

How does TheySaid help identify accessibility barriers in government digital services?

TheySaid captures where real users with varying levels of digital confidence encounter friction, confusion, or failure in your services. Voice-enabled sessions are particularly valuable for users who find typing challenging. Government UX research with diverse participant groups surfaces accessibility barriers in the actual experience rather than in isolation from the tasks citizens are trying to complete.

Can we test services that require citizen authentication or account login?

Yes. Share test links with citizens who already have account access, or provide test credentials as part of the session setup for recruited participants. TheySaid works with any browser-accessible service portal, application form, or citizen-facing tool.

How quickly can we get results before a planned service launch?

Most government digital teams see meaningful patterns within 24 to 48 hours of launching a test. Running research four to six weeks before a planned launch gives your team enough time to act on findings, make changes, and retest before the service goes live to the full public.

Can we test the same service across different citizen segments to understand how it performs across the population?

Yes. Run separate test plans for different demographic groups completing the same tasks and compare how the service performs across age groups, digital confidence levels, and first-time versus returning users. Public sector user feedback across segments often reveals that services designed with one type of user in mind create significant barriers for others.

How does TheySaid help reduce avoidable contact in government services?

TheySaid identifies the specific points in your digital service where citizens abandon the online channel and seek assisted service instead. AI surfaces what citizens were trying to accomplish, where the process broke down, and what change would have allowed them to complete the task independently, giving your service design team evidence to act on.

See Pricing