Five steps to effective user-testing
User-testing does not have to be fancy or complicated. The best learning happens when the government staff person who is responsible for a service has the opportunity to observe a member of the public using that service.
By taking 15-30 minutes up front to gather this input during the creation process, the user experience of your website and forms is dramatically improved.
Short investment of time up front = greatly reduced calls and walk in traffic to government staff