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Observe CX, Have an "Aha!" Moment

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.

Learn More About the Initiative and What to Expect as an Observer

     

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    Directly Observe the Customer's Experiences

    Regular exposure to customer engagements helps leadership see the direct impact (good or bad) of policy, technology, and design decisions they have the power to influence. It keeps them grounded in reality while centering on customers in their decision-making.

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    "Ride Along" on Activities Already in Play

    Component CX teams work with the DHS CX Team to identify activities happening already where leadership can "ride along." After that, we (DHS CX) will help coordinate scheduling and prepping leaders before they attend. The Hosting CX team just does what they always do: Design great research, conduct rich sessions, debrief, and translate key insights from the sessions into design decisions.

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    Maximize Time Invested

    The observation process is designed to be easy for hosting CX teams to coordinate and beneficial for leaders to participate in. The DHS CX Team will:

    • Ensure leadership observers understand the nature and intent of the sessions
    • Minimize effort required for CX team to host an observation
    • Preserve the integrity of the host CX team's process
    • Prevent performative experiences or oversight

     

    Download the Promotional Sheet

    Need some help convincing your boss or another DHS leader to participate in a leadership observation initiative? Use this promotional sheet to get started.

    Leadership Observation Promo Sheet

    • Are you a leader that wants to participate?

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      Secretary Mayorkas Observing USCG

      Looking to experience the value of user research, usability testing, and other research methods? Want to get in the room to hear and see the experience of real people using our services?

      Contact the DHS CX Team to get started

    • Are you a DHS CX team with a research opportunity to observe?

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      Team observation participants

      Do you want to host a leadership observation session?
      Need help connecting with a leader for an observation?

      Contact the DHS CX Team today

    Last Updated: 07/29/2022
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