GSA SmartPay® program site | Product framing

Last updated: November 14, 2022

This is the product framing for the GSA SmartPay® Program site. Product framing for the training site can be found here.

Product framing is the process of creating a narrative to communicate your story, strategy, and scope with a project team and the broader audience. This document should be updated as the work evolves.

Problem statement

The current SmartPay website is hard for users to navigate intuitively. The SmartPay PMO has challenges keeping content current and ensuring content is accessible to all audiences.

Product vision

Make it easier for SmartPay stakeholders to find the information they’re interested in, and for the SmartPay PMO to keep the website updated and accessible to users.

Product goals

Priority	Goal	Path	Outcomes
1	Easier for people to find content they’re interested in	- Improve SEO - Streamline content - Establish content governance	- Number of users per year [X for FY22] - Follow best practices for SEO - Content published is aligned with style guide and governance process - Reduced number of customer inquiries
1	Easier for SmartPay PMO to update content with timely, relevant information	- Compete a content audit and archive superfluous or out-of-date content - Cleaner separation of content and code	- SmartPay PMO can change content on their website on their own
1	Website is easy to update and maintain [prevent vendor lock-in]	- Code is documented - Code is in a repo that SmartPay PMO can access - Code is testable and includes automated tests	- A third-party can propose a change.
1	Better accessibility	- Content audit - Resolve “high” / red findings in content audit - Improve alt-text - Better governance - Proactive posture - Incorporate components of the U.S. Web Design System	- Improvements over baseline; pa11y [x] and Lighthouse [x] - Validated through automated testing and usability testing
2	Improve website performance	- Detailed testing to identify causes of specific performance bottlenecks - Implement code and infrastructure changes to address each cause	- Improvement over baseline [Lighthouse]
2	Ability for SmartPay PMO to understand what people are looking for	- Install DAP, Google Analytics, and/or SiteImprove - Ability to track traffic by site, how people navigate to site, device used, etc.	SmartPay PMO to have access to website analytics

User types

See user types; their goals, pain points, and scenarios in using the site.

Out of scope

We won't try to...	Because...
Complete look and feel redesign	The level of effort is high, we have less than a year on the current contract, and it may negatively impact customer experience.
Integrate into GSA.gov	The level of effort is high and may make it more challenging for SmartPay to maintain their site.

Risks

• Transition risk – schedule risk; procurement delays / protests
• Pioneering agile acquisition approach at GSA – will need to develop buy-in with contracting and IT to do something a little different