What is Usability Testing?
CX lesson that breaks down what usability testing is and why it’s important to customer experience (CX).
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Customer Experience (CX)
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Approaches to Usability Testing
CX lesson explaining different approaches to usability testing including when and why it’s best to use those methods.
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User Acceptance & Usability Testing
CX lesson with an overview and comparison of user acceptance testing (UAT) and usability testing (UT) including why and when these methods should be used.
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Usability Testing
Customer experience (CX) lessons covering usability testing and how a customer-focused approach helps save time and resources.
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Hosting Resources
The DHS CX Team wants to ensure that you (the CX team hosting a session) can easily coordinate and conduct an observation session.
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Hosting Resources
The DHS CX Team wants to ensure that you (the CX team hosting a session) can easily coordinate and conduct an observation session.
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CX Observer
An archive page for the CX Observer, the official newsletter of the DHS CX/UX Community of Practice.
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TSA Case Study: PreCheck® Journey Map
The TSA Customer Service Branch worked with DHS CX to construct a TSA Precheck® passenger journey map that gave the Innovation Working Group a clear view of the entire experience and an easy way to identify simple opportunities for collaboration and improvement.
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Leadership Observation Initiative
It’s getting more common for development and design teams at DHS to practice human centered design (HCD) through user research and usability testing methods to improve technology and service delivery. These methods can also inform process and business decisions that span public services.
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Join the DHS CX Team
The Department of Homeland Security, alongside other federal agencies, is looking for mission-driven technologists within product, design, engineering, and data science disciplines to help improve customer experiences and digital services used by millions of people every day. Many impactful projects await as government services are transformed and modernized. We need your skills to power these efforts.