Biography

Mr. Cook is a Senior Content Specialist who supports the Customer Experience Directorate at the U.S. Department of Homeland Security. In this capacity, Mr. Cook creates instructional materials and facilitates trainings related to customer experience. Some of his work includes creating CX Learning (CX Learning | Homeland Security (dhs.gov)), a series of online micro-learning lessons that cover topics such as usability testing, user research, and human-centered design. In addition to training and facilitating, Mr. Cook also conducts user research. A highlight experience was his support of the redesign of the TSA Cares site, which focused on building in accessibility in the design stage. These efforts led to the team receiving Citizen awards.