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User Experience (UX)

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Moderating Usability Testing

CX lesson detailing how to moderate a usability test with a breakdown of a test outline and moderating dos and don’ts.

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FAQ

Frequently asked questions about CX Learning; a self-guided learning resource comprised of topics and lessons on key customer experience concepts and practices.

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Why We Need UX Researchers and Designers in the Federal Government (Part 2)

Blog about when we understand customer needs (external and internal customers), we design more effective, efficient, and equitable services to meet those needs.

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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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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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Is There a Difference Between Customer Service and Customer Experience?

As we’re working across DHS to talk about customer experience with stakeholders, one misconception has been prevalent.  And that is the notion that customer experience and customer service are the same and can be used interchangeably. They are different, but they are both critical parts of improving government services. The difference really comes down to perspective. 

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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.