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  5. User Experience (UX)

User Experience (UX)

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Common CX Practices

Intro to CX Lesson | 20 Minutes

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Human-Centered Design & CX

Intro to CX Lesson | 20 Minutes

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What is CX

Intro to CX Lesson | 15 Minutes

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Acquisition Guidance for CX Support at DHS

DHS is shifting to center its services around those who use them—delivering simple, secure, effective, equitable, and responsive solutions for all people we serve.

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CX Learning

Straightforward lessons on customer experience (CX) principles and methods to help you improve the delivery of your organization’s services.

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How to Start a Burden Reduction Initiative

Are you part of an Agency or Office looking to create your own burden reduction initiative? DHS has some tips, tricks, and lessons learned to share.

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How Do I Talk to Customers?

Helpful information on Paperwork Reduction Act (PRA)-friendly ways to gather feedback from, and talk to, your customers.

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Reporting on Usability Testing

The final step in the usability testing process is the creation of a report that clearly identifies the ways a service can be improved. 

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Burden Reduction at DHS

Learn how the Federal government uses human-centered design practices to reduce burdens for both employees and the public.

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CX Guides & Kits

You don't need to recreate the wheel, especially if you are just starting as a CX Practitioner. Instead, check out the resources we pulled together that represent proven approaches to fostering a customer centric mindset in the Federal government.