Indiana commissioned a comparative digital services survey through Centiment, polling 1,541 Indiana residents alongside peer-state samples from Illinois, Ohio, and Michigan. The 50-question survey assessed satisfaction, navigation ease, transaction efficiency, accessibility, and trust across all 92 Indiana counties. Results showed 82.6% service satisfaction, 77.6% positive navigation experience, and 89.4% likelihood to recommend — leading the peer group in multiple categories. Findings directly inform design and accessibility priorities.
Indiana gathers targeted feedback on its Ask Indiana AI chatbot through a dedicated post-interaction survey capturing experience ratings, future use intent, and detailed comments. Analysis of responses shows 45% of users highly likely to return and strong praise for speed, accuracy, and source citations. Feedback has driven iterative improvements to response quality, link accuracy, and content freshness, while peer-state evaluators from South Carolina, North Dakota, and Illinois have cited the chatbot as a benchmark for their own implementations.
Indiana collects ongoing website feedback through an embedded form on IN.gov, capturing satisfaction ratings and open-ended comments. Continuous monitoring of submissions revealed a 15.5% improvement in average satisfaction and a 15-point NPS gain in the most recent period, validating investments in site redesign and user experience. Feedback insights have directly shaped improvements to navigation, account access, and service workflows.
Indiana conducts remote usability testing to evaluate digital services and inform design decisions. Studies have included an Ask Indiana prompt test to assess the effectiveness of the AI chatbot's system prompt, IN.gov Agency Template evaluations across Info, Marketing, and Adaptive template types to establish baselines for 2026 redesigns, and an IN.gov Core Preference Study consisting of two rounds of testing to gather user sentiment on proposed design directions.
2025 IN.gov Core User Test (.pdf)
2026 IN.gov Adaptive Template Study (.pdf)
