Will create experiences that meet or exceed customer expectations.

The Customer Experience CoE demonstrates the business value of customer experience as a discipline, works with agencies to develop a better understanding of their customers and their needs and helps translate those findings into actions that create outstanding experiences.

Service Offerings

  • Customer experience strategy
  • Agency service delivery models
  • Application of human centered design
  • Stakeholder and customer interviews
  • Customer journey mapping


  • Facilitated a farmer’s roundtable in Kansas City, MO with USDA and OMB in coordination with the President’s Management Agenda announcement (March 2018)
  • Finalized Interview Guides and supporting documentation for field visits (April 2018)
  • Facilitated half day Farm Loans Discovery/Journey mapping workshop (May 2018)
  • Received approval from USDA Customer Experience Officer on Voice of the Customer Program project plan (May 2018)
  • Team traveled to Fredericksburg, VA to conduct Field Office/Farmer Interviews and Farm Visits (May 2018)
  • Developed a Farm Loans Hypothesis Workshop Report and Farm Loans Hypothesis Journey Map (May 2018)
  • Traveled to three FSA Field Offices in New York, Georgia and Oklahoma to interview staff and producers at their farms. (May 2018)