Have you ever wondered what it's like to work in product management and UX design in the government? Dana Chisnell, the Acting Executive Director for Customer Experience at Homeland Security, tells Melissa Perri what it’s like in this episode of Product Thinking. Dana shares her journey from being an independent consultant to ultimately joining Homeland Security. She describes the challenges of implementing human-centered design in a massive government organization, and the importance of proactive user research to inform service design. Listen in to learn how Dana and her team are working to improve customer experiences for the public in their interactions with DHS agencies, from TSA to FEMA.

Dana Chisnell is the Acting Executive Director for Customer Experience at Homeland Security. She has over two decades of experience in UX design and research, and has worked with both private companies and government agencies. Dana is the co-founder of the Center for Civic Design, a nonprofit organization that works to improve the voting experience for all citizens. She also served on the board of the Usability Professionals' Association and is a frequent speaker at conferences on user experience design, research, and civic technology.