U.S. flag

An official website of the United States government

Government Website

Official websites use .gov
A .gov website belongs to an official government organization in the United States.

Safely connect using HTTPS

Secure .gov websites use HTTPS
A lock () or https:// means you’ve safely connected to the .gov website. Share sensitive information only on official, secure websites.

  1. Home
  2. About DHS
  3. Site Links
  4. Keywords
  5. Customer Experience (CX)

Customer Experience (CX)

Last Updated: | Site Page

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.

Last Updated: | Site Page

Usability Testing

Customer experience (CX) lessons covering usability testing and how a customer-focused approach helps save time and resources.

Last Updated: | Publication

Hosting Resources

The DHS CX Team wants to ensure that you (the CX  team hosting a session) can easily coordinate and conduct an observation session.

Last Updated: | Site Page

Hosting Resources

The DHS CX Team wants to ensure that you (the CX  team hosting a session) can easily coordinate and conduct an observation session.

Last Updated: | Site Page

CX Observer

An archive page for the CX Observer, the official newsletter of the DHS CX/UX Community of Practice.

Last Updated: | Site Page

TSA Case Study: PreCheck® Journey Map

The TSA Customer Service Branch worked with DHS CX to construct a TSA Precheck® passenger journey map that gave the Innovation Working Group a clear view of the entire experience and an easy way to identify simple opportunities for collaboration and improvement.

Last Updated: | Publication

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.

Last Updated: | Site Page

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.

Last Updated: | Site Page

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: | Publication

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).