America No Longer a 'Nation of Immigrants,' – USCIS

“...referring to applicants and petitioners for immigration benefits, and the beneficiaries of such applications and petitions, as "customers" promotes an institutional culture that emphasizes the ultimate satisfaction of applicants and petitioners, rather than the correct adjudication of such applications and petitions according to the law. Use of the term leads to the erroneous belief that applicants and petitioners, rather than the American people, are whom we ultimately serve."

This is an interesting perspective. I’m used to customers==users so making users happy means more money. In systems where the customer is not the user (immigration, prison, court) how do we balance the best user experience possible given the outcome?

It’s important that the UX is efficient and helps the user as much as possible but had to take into effect that the user may not get what they desire (eg, court rules against them, visa denied, etc).

The important piece is to differentiate between visa being denied because of a fair condition vs visa being denied because the web site is confusing or the database is poorly formed.

I thought America was a nation of laws? Not all laws are enforced. If so there would be fewer public shootings and less crime.