CX/UX & Research
Solving CISA’s low engagement rate with critical infrastructure partners
Who: CISA OTD CX (Cybersecurity and Infrastructure Security Agency, Office of the Technical Director) at DHS
What: Evaluative and generative research, journey mapping, heuristic evaluation, usability testing, website redesign
Result: Updated webpage and made process improvements, built trust with customer base, increased efficiency across service delivery process
Solving customer navigation challenges by streamlining the process to create and edit financial documents
Who: SDD (Solutions Development Directorate) at DHS
What: Usability Testing, CX Consulting
Result: Decreased time to create and edit new financial documents and having everything in one place
Decreasing user burden and improving customer relationships with the BOS Modernization Project at DHS
Who: SDD (Solutions Development Directorate) at DHS
What: Discovery, user and stakeholder interviews, usability testing
Result: Decrease in time of daily tasks, decrease in human error and time spent correcting errors, increased usability
Removing barriers between users and accommodations with the Accessibility & Language Services Program
Who: A&LS (Accessibility and Language Services) at DHS
What: Usability Testing, UI Redesign
Result: Increased usage of internal A&LS website, decreased user time to find accommodations assistance
Standardizing incident reporting and segmenting the reporter form, unburdening the Office of Health and Safety at DHS
Who: OHS (Office of Health and Safety) at DHS
What: Usability Testing, UI Redesign, Plain Language Edit
Result: Standardized process for 12 components created easier analysis of incident date. segmentation of the form decreased number of failures to complete
CX chapter work, menu of offerings
Who: ECS Federal, CX Community of Practice
What: CX Consulting, Process Standardization, Education
Result: Increased ease of onboarding for new designers, and standardized CX working processes
