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
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.
"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.
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
What Participating Leaders Have to Say!
“It gave me insight to help me show people the advantage of doing it [usability testing] by actually experiencing it. Now if I ask if someone conducts usability testing—and they don’t—I can express the benefits and sell it myself.“
Director of Compliance and Information Services, OCIO
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.