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  5. User Experience (UX)

User Experience (UX)

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CX Trainings

Our mission is to empower the DHS workforce with skills, knowledge, and tools to enhance and optimize interactions with the Department’s diverse range of customers through virtual, self-paced, and other training opportunities and resources.

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CX Learning & Trainings

Below you will find our available self-paced lessons and DHS training, as well as current an past webinar series.

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DHS CX Initiatives

Interested in what CX initiatives are happening within the CXD and across DHS? Come learn what teams are doing and how you can get involved with learning or advancing your CX skillsets.

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Measuring CX

Learn how to measure customer experience (CX) with a focus on operations and outcomes.

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Creating CX Metrics

Guidance on creating metrics for customer experience (CX).

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Customer Research That Does Not Need PRA Clearance

Customer Research That Does Not Need PRA Clearance: Ethnographic Interviews, and Surveys or Recruitment.

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Dashboard Learnings Report

This report summarizes the design of a customer experience (CX) Metrics Dashboard and the value in measuring CX.

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Innovative Research and Design Methods in the Humanitarian Immigration Space

On the Global team at USCIS, we create and manage software that helps officers in the humanitarian immigration space manage, interview, and adjudicate cases as quickly and efficiently as possible given the many policy and legal constraints on these systems.

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CX in Action: Mapping the New Employee IT Onboarding Experience

To refine and enhance new employee onboarding, the Headquarters IT Operation Division project team partnered with the Customer Experience (CX) Directorate to learn how to leverage CX methodologies, with a focus on human-centric approaches.

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Fiscal Year 2023 CX Highlights from across DHS!

The Department of Homeland Security has put customers first by using best in class customer experience (CX) practices, built products and services to better serve diverse communities, and enhanced our knowledge of CX across the Department.