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User Experience (UX)

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CBP Case Study: Vessel Entrance and Clearing System

U.S. Customs and Border Protection (CBP) is a designated High Impact Service Provider (HISP), accounting for the scale and critical nature of our public-facing services. As a HISP, and as part of our commitment to providing streamlined experiences to our stakeholders, we conduct comprehensive assessments of our high-impact services, measure their customer experience maturity, and identify actions to improve service delivery.

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CBP Case Study: Global Entry

Traveling abroad is exciting, but it can also be tiring. After a long flight coping with time zone changes, experiencing long lines upon entry can be extremely taxing. In these scenarios, the best experience a user can have is a seamless and unobtrusive one.

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Building a Holistic Metrics Strategy

Understand why it matters to have a holistic metrics strategy and how to approach making one.

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Incorporating Metrics into HCD

Get practical insights combining metrics and HCD methods to ensure solutions meet customers, employees and business needs.

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Our Findings So Far

On March 26th, 2024, CXD piloted a CX Maturity Workshop.  23 participants from 7 Components joined us.  Below is a summary of what we are working on now and what we can work on in the future. 

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CX Maturity Workshop

DHS has been piloting workshops to give Components time and space to think about their CX maturity.

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Our Maturity Model

To visualize our CX Maturity, we developed models representing core functions of CX growth. We adapted the 5 Core Functions mentioned in OMB’s A-11 280 policy. This is because several Components are already required to coordinate with them.

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CX Maturity Initiative

Welcome to our collection of tools, learnings, and stories about our CX maturity work.

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Writing Defendable Congressional Justifications

Writing Defendable Congressional Justifications

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PD and PWP Descriptions Template

A human-centered culture needs employees who are aware and strive for organizational transformation. Adding CX-related duties and KSAs to non-CX PDs, and CX goals to performance plans can improve customer experience.