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Case Studies

DHS High Impact Service Providers (HISPs) and many other Federal agencies are employing leading human-centered design approaches and tools that help them better understand their customers and identify opportunities to improve service delivery.

  • The OneUSDA Ecosystem

    The Customer Experience Center of Excellence (CX CoE) set out to visually represent the OneUSDA Ecosystem: a comprehensive view of USDA services and customers, with the power to reveal overlaps, bring clarity to complex customer and employee interactions, and uncover opportunity areas within the department and its agencies.

    A cross-agency collaboration between the Department of Agriculture and GSA.

    The OneUSDA Ecosystem: Visualizing the Connections Between USDA Customers, Services, and Agencies | GSA - IT Modernization Centers of Excellence

  • The Journey to Affordable Housing for Seniors

    Using human-centered design (HCD) research methods, the CoE team interviewed very low-income seniors, intermediaries who facilitate HUD programs that serve seniors, and HUD representatives to understand the activities and challenges involved in navigating HUD’s affordable housing programs. The learnings from this research were visualized in a journey map and via a service blueprint.

    A cross-agency collaboration between the Department of Housing and Urban Development and GSA.

    The Journey to Affordable Housing for Seniors | GSA - IT Modernization Centers of Excellence

  • FEMA 2021 CX Profile

    Each year, the Federal Emergency Management Agency helps hundreds of thousands of people recover after disasters, providing critical emergency services, financial support, and other assistance. Remote property inspections, launched out of necessity during the pandemic, are helping disaster survivors get easier access to inspections to verify damages.

    FEMA 2021 CX Profile | Partnership for Public Service

  • TSA 2021 CX Profile

    Every year, the Transportation Security Administration interacts with millions of travelers passing through airports and other transportation hubs. Customers appreciate the general travel information and answers to their questions that TSA provides over social media using its #AskTSA accounts. Customer satisfaction with the agency’s website has also increased in recent years. The agency has improved the clarity of information on the site, although many customers still call the agency’s contact center to confirm information.

    TSA 2021 CX Profile | Partnership for Public Service

  • USCIS 2021 CX Profile

    USCIS is now working to improve the experience for attorneys and legal representatives who helps applicants navigate the process and making it easier and quicker for customers to complete tasks when interacting with the agency across multiple channels.

    USCIS 2021 CX Profile | Partnership for Public Service

  • CBP 2021 CX Profile

    As international travel resumes and border restrictions are lifted, Customs and Border Protection is increasing its use of technology to streamline the customs experience.

    CBP 2021 CX Profile | Partnership for Public Service

  • TSA PreCheck Journey Map Case Study

    This guide uses the journey of service members transitioning to civilian employment as the identified service, but the activities and templates within can be applied to many DHS services.

Last Updated: 06/14/2024
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