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  5. Customer Experience (CX)

Customer Experience (CX)

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Does DHS Really Have Customers?

“Customer experience” describes what happens when people or organizations interact with government services. If we focus on the goals of the person as they with our services, it’s easy to to improve the experience they have.

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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.

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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.

Last Updated: | Blog

UAT vs. Usability Testing

While it might feel like UAT and usability testing are interchangeable terms or that if you’re doing one, that should suffice for user input, they’re actually different  tools for learning about the effectiveness of a digital product.  Each method provides value towards delivering effective, human-centered products or services.

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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.