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Customer Experience (CX)

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Leadership Observation Initiative

The DHS CX Leadership Observation Initiative helps DHS leadership see firsthand how user research, usability testing, and other qualitative research is used to improve technology and service delivery. By observing real DHS customers as they interact with DHS products and services, leaders can have "Aha!" moments that help them make more informed decisions about policy, technology, and design.

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Videoconference Testing

Use the materials available for download in this page to run a usability test using a videoconferencing solution (e.g., Microsoft Teams, Webex, Zoom, etc).

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Testing in the Conference Room

Use the materials available for download in this page to run a usability test in a conference room.

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Testing Out of the Office

Use the materials available for download in this page to run a usability test outside of the office.

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Testing in the Office

Use the materials available for download in this page to run a usability test in the office.

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Practice Test Materials

Use the materials available for download in this page to run a practice usability test with your team. Your goal with the test? To measure the effectiveness of the origami instructions provided.

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DHS Usability Testing Kit

The resources in this kit help you systematize the CX process, produce reliable findings, and expand your ability to test service materials with real users.

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Burden Reduction Initiative Memo

The Paperwork Reduction Act (PRA) governs how federal agencies collect information from the public. On December 13, 2021, the President issued Executive Order (EO) 14058, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government, directing agencies to improve the overall experience for customers accessing government services and benefits.

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CX Resources

Customer Experience Resources: Covering CX best practices, important terms and concepts, and our Newsletter Archive.

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Why CX Matters

Learn how and why the Department of Homeland Security's customer experience (CX) initiatives drive mission success.