This document discusses designing online services with end users in mind. It notes that most Oregonians now access government services online from smartphones and tablets. However, many current applications are not usable for mobile users. The proposed solution is to use a mobile-first content strategy, responsive design, and usability testing to create an awesome user experience. Usability testing involves determining who to test with, what tasks or pages to test, conducting tests using a think-out-loud protocol, and making improvements based on the results.