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Roundup of Our Best Resources
CX – it’s big, it’s bold, it’s….challenging! We get it! We know you have questions and face hurdles. We have resources and answers that can help! The Department of Homeland Security’s (DHS) Customer Experience (CX) Team wants to help you, wherever you sit within the Department.
We realize that customer experience looks different across Components, given our varied missions - so we’ve created resources and support to empower staff, across DHS, to help make products and services more human-centered. Here are a few:
CX Community of Practice – Monthly meetings hosted by DHS CX Team, providing an opportunity for CX professionals to come together for presentations, discussions, and guest speakers, covering a wide range of CX topics and trends. Email CX@hq.dhs.gov to join the conversation and start connecting with your community.
CX Newsletter – The DHS CX Team publishes regular monthly newsletters that keep CX professionals informed about the latest developments, emerging trends, and upcoming events. Email CX@hq.dhs.gov to be added to our distribution list and stay up to date (find our archive here).
Usability Testing Demystified – The DHS CX Team hosts monthly training covering essential concepts, methodologies, and tools for conducting effective usability tests. Learn about the fundamentals of usability testing with this one-hour instructor-led live class (signup here).
CX Learning – Self-guided lessons comprised of topics on key customer experience concepts and practices. Learn at your own pace with a growing list of topics here.
DHS CX Website – The DHS CX team’s central hub for information and resources related to customer experience initiatives, resources, and opportunities. It offers access to valuable tools, research studies, case studies, and practical guidance for CX professionals (find resources here).
DHS CX Connect – An internal online platform to fostering communication and collaboration around sharing CX knowledge among practitioners. Stay tuned to learn about upcoming events and the newest resources available.
We’ve been working hard to create resources to support your work to improve the customer experience. We would love to hear from you! How can we better support you to improve the lives of those we serve? What is missing? Let us know here if you’d be interested in potentially speaking with us to share your perspective.
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Check Out Our New CX Library Research Guide!
It’s time to celebrate our amazing DHS librarians (yes, DHS has a library), who recently helped us create the Customer Experience (CX) Library Research Guide! This research guide is designed to help you gain a better understanding of CX, how a customer focus supports DHS mission success, and how you can apply CX principles and practices to your mission work. Check out the curated information and resources to help make your CX research more effective and efficient. |
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DHS CX is excited to present our second CX Learning topic, Intro to CX! With a focus on the fundamentals of customer experience, Intro to CX offers lessons that answer the simple questions, like the who, what, when, where, and why CX practices can help you create more customer-centric services and products that lead to a better overall experience for our customers.
Check out each lesson below to learn more about the fundamentals of CX!
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What is CX
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Understanding CX at DHS
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Human-Centered Design & CX
- Common CX Practices
Looking for more CX content? Don’t forget to check out the resources listed at the bottom of each lesson!
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Listen to Your Customer by Talking to Them! |
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Did you know that usability testing is just one of the PRA-friendly ways you can regularly collect valuable feedback from customers?
Learn more in our new page How Do I Talk to Customers?
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