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  5. Customer Experience (CX)

Customer Experience (CX)

Last Updated: | Site Page

Meet CX at DHS

The Department of Homeland Security (DHS) has over one billion interactions with the public every year. Every person in this country (and beyond) interacts with services and systems DHS manages. That’s a lot of public touchpoints. That’s also a lot of opportunity to build trust and deliver value one interaction at a time.

Last Updated: | Blog

Accessible Plain Language at DHS: Transforming Thinking and Empowering Action

Accessible plain language ensures customers, and their experiences, are centered throughout the various touchpoints they have with DHS.

Last Updated: | Press Releases

DHS Establishes New Customer Experience Office

DHS announced that it has established a permanent Customer Experience (CX) office to help deliver services that are simple to use, accessible, equitable, protective, transparent, and responsive for all DHS customers.

Last Updated: | Site Page

CX Metrics Dashboard

The CX Metrics Dashboard provides greater accountability and transparency for the public on DHS’ progress on improving customer experiences.

Last Updated: | Blog

For Best Results, Be There!

You’ve decided to conduct usability testing to learn more about your users’ experience with your services. Now the question is, what methods will get you the best data to make design decisions?

Last Updated: | Site Page

User Research Outputs & Outcomes

Basics of User Research Lesson | 20 Minutes

Last Updated: | Site Page

Common User Research Methods

Basics of User Research Lesson | 20 Minutes

Last Updated: | Site Page

Recruiting Participants

Basics of User Research Lesson | 15 Minutes

Last Updated: | Site Page

Common Types of User Research

Basics of User Research Lesson | 10 Minutes

Last Updated: | Site Page

Planning Your User Research

Basics of User Research Lesson | 10 Minutes