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Customer Experience (CX)

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What is User Research

Basics of User Research Lesson | 10 Minutes

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Basics of User Research

The basics of user research is your starting point to learn more about how you can understand your users. Each Lesson focuses on different steps in the user research process to help you move from planning to actionable insights.

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CX Videos

Learn why customer experience (CX) is relevant to Homeland Security.

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The CIS Ombudsman’s Webinar Series: 2023 Annual Report

On July 11, 2023, the Department of Homeland Security’s (DHS) Office of the Citizenship and Immigration Services Ombudsman (CIS Ombudsman) hosted a webinar highlighting its 2023 Annual Report to Congress.

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Roundup of Our Best Resources

CX – it’s big, it’s bold, it’s….challenging! We get it! We know you have questions and face hurdles. We have resources and answers that can help!

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Achieving Equality Through Accessibility

Our goal this year is to shine a spotlight on DHS' endeavors to create an environment that nurtures diversity, inclusion, accessibility, and a satisfying customer experience.

Last Updated: | Press Releases

DHS Improves Customer Experience by Simplifying Services Used by the Public

DHS announced that it has reduced the total amount of time the public spends accessing DHS services by 20 million hours, a goal set by Secretary Alejandro N. Mayorkas in 2022.

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We Hear You: How the Public Engages with DHS

DHS interacts with millions of people each day across a diverse set of mission spaces, creating the opportunity for tons of customer feedback that provide the Department with a treasure trove of data about how our services and policies are affecting people and how we can improve them.

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CX Practitioners: “Inspirers in charge”

The inaugural CX Demo Day was a smashing success, thanks to everyone making it happen!

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Growing Customer Experience at DHS

By prioritizing customer experience (CX), DHS is improving the way it serves its customers. This helps reduce the burden on the public and builds trust between the public and the government.