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<!DOCTYPE html>
<html class="no-js" lang="en">
<head>
<!--- basic page needs
================================================== -->
<meta charset="utf-8">
<title>USAGov Sandbox: Scams</title>
<meta name="description" content="The goal of the sandbox project is to enable teams from across the division to take a new approach to providing government information and services to the public. The team decided to focus on helping scam victims, as that is a common topic on both our websites and our contact center. By the end of FY18, the team hopes to develop takeaways from our research that we can use to improve the public’s experience when they need to report a scam. We hope to look at solutions based around AI, harnessing data, and coordinating with our contact center.">
<meta name="Dave S" content="">
<!-- mobile specific metas
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<meta name="viewport" content="width=device-width, initial-scale=1">
<!-- CSS
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<link rel="stylesheet" href="css/base.css">
<link rel="stylesheet" href="css/vendor.css">
<link rel="stylesheet" href="css/main.css">
<!-- script
================================================== -->
<script src="js/modernizr.js"></script>
<script src="js/pace.min.js"></script>
<!-- favicons
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<link rel="shortcut icon" href="favicon.ico" type="image/x-icon">
<link rel="icon" type="image/png" href="images/Favicon.png">
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<link rel="stylesheet" href="https://cdn.linearicons.com/free/1.0.0/icon-font.min.css">
</head>
<body id="top">
<!-- Start of HubSpot Embed Code -->
<script type="text/javascript" id="hs-script-loader" async defer src="//js.hs-scripts.com/532040.js"></script>
<!-- End of HubSpot Embed Code -->
<!-- Start of Focus Code -->
<script>
var widget=jQuery('.widget-launcher');
widget.attr('tabindex','0');
jQuery(document).keypress(function(e) {
if( e.which == 13 && widget.is(":focus") ) {
widget.click();
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</script>
<!-- End of Focus Code -->
<!-- header
================================================== -->
<header class="s-header">
<div class="header-logo">
<a class="site-logo" href="index.html">
<img src="images/wht-sandbox.png" alt="Sandbox logo">
</a>
</div> <!-- end header-logo -->
<nav class="header-nav">
<a href="#0" class="header-nav__close" title="close"><span>Close</span></a>
<div class="header-nav__content">
<h3>Project Review Sandbox: Scams</h3>
<ul class="header-nav__list">
<li class="current"><a class="smoothscroll" href="#home" title="home">Home</a></li>
<li><a class="smoothscroll" href="#about" title="about">About</a></li>
<li><a class="smoothscroll" href="#who" title="who">Who</a></li>
<li><a class="smoothscroll" href="#contact" title="contact">Outcome</a></li>
</ul>
<p>We're improving your experience of reporting a scam to the government.</p>
<ul class="header-nav__social">
<li>
<a href="https://www.facebook.com/USAgov/"><i class="fab fa-facebook"></i></a>
</li>
<li>
<a href="https://twitter.com/USAgov"><i class="fab fa-twitter"></i></a>
</li>
</ul>
</div> <!-- end header-nav__content -->
</nav> <!-- end header-nav -->
<a class="header-menu-toggle" href="#0">
<span class="header-menu-icon"></span>
</a>
</header> <!-- end s-header -->
<!-- home
================================================== -->
<section id="home" class="s-home target-section" data-parallax="scroll" data-image-src="images/cool-background.png" alt="" data-natural-width=3000 data-natural-height=2000 data-position-y=top>
<div class="shadow-overlay"></div>
<div class="home-content">
<div class="row home-content__main">
<h1>
Project Review Sandbox: Scams
</h1>
<p>
We're improving your experience of<br>
reporting a scam to the government.
</p>
</div> <!-- end home-content__main -->
</div> <!-- end home-content -->
<ul class="home-sidelinks">
<li><a class="smoothscroll" href="#about">About<span>Project Summary</span></a></li>
<li><a class="smoothscroll" href="#who">Who<span>Project Team</span></a></li>
<li><a class="smoothscroll" href="#contact">Outcome<span>Recommendations</span></a></li>
</ul> <!-- end home-sidelinks -->
<ul class="home-social">
<li class="home-social-title">Follow Us</li>
<li><a href="https://www.facebook.com/USAgov/">
<i class="fab fa-facebook"></i>
<span class="home-social-text">Facebook</span>
</a></li>
<li><a href="https://twitter.com/USAgov">
<i class="fab fa-twitter"></i>
<span class="home-social-text">Twitter</span>
</a></li>
</ul> <!-- end home-social -->
<a href="#about" class="home-scroll smoothscroll">
<span class="home-scroll__text">Scroll Down</span>
<span class="home-scroll__icon"></span>
</a> <!-- end home-scroll -->
</section> <!-- end s-home -->
<!-- about
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<section id='about' class="s-about">
<div class="row section-header" data-aos="fade-up">
<div class="col-full">
<h3 class="subhead">Project Summary</h3>
<h1 class="display-1">We're a five person project team with the goal of experimenting with different ways to innovate at USAGov.</h1>
</div>
</div> <!-- end section-header -->
<div class="row" data-aos="fade-up">
<div class="col-full">
<p class="lead">
Currently, we're developing a way to improve the process of reporting a scam to the government. We chose to focus on improving the scam reporting process because it appears to be an increasingly widespread problem that impacts our users. We've seen a rise in the number of people calling our contact center struggling to identify and report scams, and a bump in the traffic to scam-related pages on our site. We have a close partnership with FTC, which has been seeing the same thing.
<br><br>
Our project ensures that USAGov is not settling for the status quo, but engaging with new tools, ideas, and ways of doing things that could help us deliver information to the public more effectively and efficiently.
<br><br>
Before we began this qualitative research, we believed that people had challenges when they tried to report a scam. To test our hypothesis, the team wanted to speak to people about their experiences reporting scams. After a few attempts to contract with an external company we got creative and looked to other USAGov divisions for help. We recruited participants through our contact center and Facebook followers. In total, we held 32 phone interviews: 29 from the contact center list and three people from Facebook.
<br><br>
After conducting the interviews, the team held two workshops to organize the observations and make recommendations. We held the first, a synthesis workshop, to determine the most common issues and observations about reporting scams, as derived from the phone interviews. We used this session to choose which problems to solve, based on the value to users and the fit with USAGov’s mission. We held a second session, a design workshop, to quickly brainstorm solutions to the problems we identified in the synthesis session. Participants sketched out potential solutions and then voted on the ones that were most interesting. The sandbox team then evaluated the most popular ideas, based on their feasibility and value to user.
</p>
</div>
</div> <!-- end about-desc -->
</section> <!-- end s-about -->
<!-- services
================================================== -->
<section id='who' class="s-services light-gray">
<div class="row section-header" data-aos="fade-up">
<div class="col-full">
<h3 class="subhead">Project Team</h3>
<h1 class="display-1">The Sandbox: Scams Project consisted of a skilled and knowledgeable cross-disciplinary team. The table below provides the team members involved:</h1>
</div>
</div> <!-- end section-header -->
<div class="row" data-aos="fade-up">
<div class="col-full">
<p class="lead">
Effective communication, detailed planning, stakeholder involvement, and organizational structure all played key roles in the project’s success.<br><br>
Staffing lessons from previous projects were used in building the project team. Rather than allocate too many resources, as some past projects have done, the team was staffed with one resource per development area.
</p>
</div>
</div> <!-- end about-desc -->
<div class="row services-list block-1-3 block-m-1-2 block-tab-full">
<div class="col-block service-item " data-aos="fade-up">
<div class="service-icon service-icon--brand-identity">
<i class="icon-tv"></i>
</div>
<div class="service-text">
<h3 class="h4">David Stenger</h3>
<p></p>
</div>
</div>
<div class="col-block service-item" data-aos="fade-up">
<div class="service-icon service-icon--illustration">
<i class="icon-group"></i>
</div>
<div class="service-text">
<h3 class="h4">Jessica Milcetich</h3>
<p></p>
</div>
</div>
<div class="col-block service-item" data-aos="fade-up">
<div class="service-icon service-icon--web-design">
<i class="icon-earth"></i>
</div>
<div class="service-text">
<h3 class="h4">Marietta Jelks</h3>
<p></p>
</div>
</div>
<div class="col-block service-item" data-aos="fade-up">
<div class="service-icon service-icon--product-strategy">
<i class="icon-cube"></i>
</div>
<div class="service-text">
<h3 class="h4">Bryant Jones</h3>
<p></p>
</div>
</div>
<div class="col-block service-item" data-aos="fade-up">
<div class="service-icon service-icon--ui-design">
<i class="icon-window"></i>
</div>
<div class="service-text">
<h3 class="h4">John Yuda</h3>
<p></p>
</div>
</div>
<div class="col-block service-item" data-aos="fade-up">
<div class="service-icon service-icon--mobile-dev">
<i class="icon-lego-block"></i>
</div>
<div class="service-text">
<h3 class="h4">Ashlea Blunt</h3>
<p></p>
</div>
</div>
</div> <!-- end services-list -->
</section> <!-- end s-services -->
<!-- stats
================================================== -->
<section id="stats" class="s-stats">
<div class="row stats block-1-3 block-m-1-2 block-mob-full" data-aos="fade-up">
<div class="col-block stats__col ">
<div class="stats__count">32</div>
<h5>Phone Interviews</h5>
</div>
<div class="col-block stats__col">
<div class="stats__count">29</div>
<h5>Contact Center</h5>
</div>
<div class="col-block stats__col">
<div class="stats__count">3</div>
<h5>From Facebook</h5>
</div>
<!-- <div class="col-block stats__col">
<div class="stats__count">103</div>
<h5>Happy Clients</h5>
</div> -->
</div> <!-- end stats -->
</section> <!-- end s-stats -->
<!-- contact
================================================== -->
<section id="contact" class="s-contact">
<div class="row section-header" data-aos="fade-up">
<div class="col-full">
<h3 class="subhead subhead--light">Recommendations</h3>
<h1 class="display-1 display-1--light">As mentioned earlier, we had hypothesized that people had difficulty while reporting scams to the appropriate agency.</h1>
</div>
</div> <!-- end section-header -->
<div class="row">
<div class="col-full contact-main" data-aos="fade-up">
<p>
However, we learned that people actually had positive experiences when they filed complaints. A key finding of our research was that people need some clarification and direction about reporting scams: where to report scams, verifying if something is a scam or not, and what to do if they lost money.
<br><br>
Based on our data and brainstorming, we recommend that we test a chatbot to give guidance to the public. This chatbot would live on USAGov’s pages related to scams (e.g. <a href="https://www.usa.gov/scams-and-frauds">https://www.usa.gov/scams-and-frauds</a> and <a href="https://www.usa.gov/common-scams-frauds">https://www.usa.gov/common-scams-frauds</a>).
<br><br>
We realized that we already had a resource available to create this tool through Hubspot, our marketing automation software. We populated the chatbot template based on the interviews transcripts. We normally would recommend that another group of people would take over the implementation of a solution from the sandbox team. However, since this team has already conducted most of the work to test the tool, we propose that a person from the original sandbox team be involved in the chatbot development and pilot phase. It will help with continuity of the project, however, we know it’s imperative that this person works in close alignment with the overall AI/chatbot strategy for the office.
</p>
</div> <!-- end contact-main -->
</div> <!-- end row -->
<div class="cl-go-top">
<a class="smoothscroll" title="Back to Top" href="#top"><i class="lnr lnr-arrow-up" aria-hidden="true"></i></a>
</div>
</section> <!-- end s-contact -->
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