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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.
As we’re working across DHS to talk about customer experience with stakeholders, one misconception has been prevalent. And that is the notion that customer experience and customer service are the same and can be used interchangeably. They are different, but they are both critical parts of improving government services. The difference really comes down to perspective.