Human-Centered Design & CX
Intro to CX Lesson | 20 Minutes
An official website of the United States government
Here’s how you know
Official websites use .gov
A .gov website belongs to an official government organization in the United States.
Secure .gov websites use HTTPS
A lock
()
or https:// means you’ve safely connected to the .gov website. Share sensitive information only on official, secure websites.
Intro to CX Lesson | 20 Minutes
Intro to CX Lesson | 15 Minutes
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.
DHS customers experience over 190 million hours of "paperwork" burden each year. Reducing this burden is a key component of improving customer experience.
DHS Agencies/Offices are working hard to build equitable, accessible, reliable services that everyone can use. Many have found innovative ways to reduce public burden associated with accessing their key services, thereby improving the overall customer experience (CX) at DHS and increasing public trust in the Department.
Straightforward lessons on customer experience (CX) principles and methods to help you improve the delivery of your organization’s services.
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.
Helpful information on Paperwork Reduction Act (PRA)-friendly ways to gather feedback from, and talk to, your customers.
It's been a year since the signing of the Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.
The final step in the usability testing process is the creation of a report that clearly identifies the ways a service can be improved.