Building Institutional Knowledge: CX Learning

The Department of Homeland Security’s Customer Experience Directorate (DHS CXD) aimed to create a scalable learning resource to enhance the skills of CX, UX, and research professionals across the agency. The result was the CX Learning web resource, built around three core topics: Intro to CX, Basics of User Research, and Usability Testing.

As UX Lead, I played a pivotal role in guiding the project from concept to implementation. I led the content development, design, prototyping, and usability testing efforts while collaborating closely with stakeholders through workshops to ensure alignment and buy-in. To support the platform’s growth, I developed a Standard Operating Procedure (SOP) that streamlined the creation and updating of lessons, ensuring consistency and scalability for future additions.

This strategic and user-focused approach resulted in a dynamic learning resource that addressed immediate needs while establishing a process for ongoing updates, supporting professional development and long-term success within DHS.

ClientDHS CX DirectorateServicesUX Lead, Prototyping, Content Development, Usability Testing, WorkshopsYear2023Linkwww.dhs.gov

Challenges

Developing CX Learning presented several unique challenges that required thoughtful problem-solving and collaboration:

  • Starting from Scratch: With no existing framework or established learning platform to build upon, we had to create the resource entirely from the ground up.
  • Undefined Lesson Structure and Topics: Stakeholders were initially uncertain about the most effective format for lessons and what topics would provide the greatest value to the diverse audience.
  • Limited Backend Functionality: The platform had to be designed within the constraints of an outdated backend environment, which restricted some desired functionality and required creative workarounds.
  • Varied Skill Levels: The target audience included professionals with a wide range of expertise, from beginners to advanced practitioners, making it challenging to design lessons that catered to all users effectively.
  • Audience Uncertainty: Early in the process, we faced gaps in understanding about what would be most valuable to users, requiring thorough research and iterative testing to refine the content and structure.

Addressing these challenges required a blend of creativity, strategic collaboration, and adaptability. By leveraging user insights and aligning stakeholder priorities, we navigated uncertainties and constraints to move the project forward effectively

Screenshot of CX Learning webpage showing the
CX Learning "Intro to CX" topic page, where you can access individual lessons.

Actions

I took a comprehensive approach to ensure the success of the CX Learning Website, focusing on research-driven insights, collaborative design processes, and scalable frameworks. Each phase of the project was built on user-centered practices and iterative refinement.

  • Facilitated Stakeholder Workshops: Organized workshops to align stakeholders on platform goals, prioritize features, and ensure the project met both user and organizational needs.
  • Conducted Research and Developed Personas: Led preliminary research to understand the diverse needs of CX professionals, synthesizing insights into user personas that informed the platform’s structure and content strategy.
  • Designed and Tested Prototypes: Created low- and high-fidelity prototypes to test key functionalities and lesson layouts. Usability testing sessions were conducted to gather feedback and refine the design for maximum clarity and usability.
  • Developed Content and SOPs: Collaborated with subject matter experts to create 17 lessons across 3 core topics and authored an SOP for lesson creation and site updates. This ensured consistency and streamlined future scalability.
  • Launched and Iterated: Supported several rounds of updates informed by user feedback and evolving business needs, ensuring the platform continued to deliver value as it grew.

By taking these actions, I delivered a scalable and user-friendly learning resource that aligned with DHS’s strategic goals and empowered professionals to enhance their expertise.

Screenshot from CX Learning Site.
The lessons contain informative graphics, a knowledge test, and resource links.

Results

The CX Learning Website successfully launched as a comprehensive resource for DHS CX, UX, and research professionals. Its structured, user-focused design and strategic content quickly established it as a valuable tool for professional development within the agency. Key outcomes included:

  • Rapid Growth: The platform served 5,000 unique users in its first year and grew to 20,000 users by its third year, demonstrating its value and widespread adoption.
  • Empowered Learning: Delivered 17 lessons across 3 key topics, providing actionable tools and knowledge to enhance CX and UX practices across DHS.
  • Scalable Framework: The SOP for lesson creation and site updates ensured consistency and efficiency, enabling the platform to evolve and grow without disrupting quality.
  • Stakeholder Alignment: Collaborative workshops fostered strong stakeholder buy-in, ensuring the platform met both user needs and organizational goals.
  • Iterative Improvements: Ongoing updates informed by user research and feedback ensured the site remained relevant and impactful over time.

Through research-driven insights, collaborative design, and scalable strategies, the CX Learning Website became a cornerstone resource for DHS professionals, advancing the agency’s customer experience goals and supporting long-term professional growth.

Informative graphic for understanding what are key CX touchpoints.
Informative graphic for understanding what are key CX touchpoints.