Customer Experience
Measurably Improve Your Relationship With Your Customers
The Customer Experience (CX) CoE collaborates with agency stakeholders and staff to address complex challenges that impact the experiences of their customers. We transform data-driven insights discovered through research into innovative solutions that ultimately solve customer needs.
Service Offerings
- CX Strategy
- Human-Centered Design Tools and Processes
- Customer and Agency Research
- Service Design
- Customer Insights
Latest Updates
Federal CX Summit to be Held Virtually November 16
By the Customer Experience Center of Excellence
A Holistic Approach to Service Delivery: Customer Experience (CX) CoE asks, ‘Are your customers at the center?’
By the Customer Experience Center of Excellence
Announcing the CX Maturity Model
By the Customer Experience Center of Excellence
Thirteen Plays of Our Customer Experience Approach
By the Customer Experience Center of Excellence
HCD, UX, and CX: Why Their Differences Matter and Why They Don’t
By The Customer Experience Center of Excellence Team
The OneUSDA Ecosystem: Visualizing the Connections Between USDA Customers, Services, and Agencies
By The USDA Customer Experience Center of Excellence Team
HCD: Focusing on People to Solve IT Problems
By The Customer Experience Center of Excellence Team
USDA Chatbot Prototype: Using Artificial Intelligence to Connect Customers to Knowledge at Scale
By The USDA Customer Experience Center of Excellence Team
The Journey to Affordable Housing for Seniors
By The HUD Customer Experience Center of Excellence Team
Bringing Together CX and the Integrated Digital Experience Act to Modernize USDA Web Experiences
By the USDA Customer Experience Center of Excellence
Using CX to Help New Producers Fund Their Farms
Our Challenges
How Do You Use a Journey Map?
[This is the third in a series of three articles on customer journey maps: what is a customer journey map, how to read them, and how to use them to improve your customers’ experiences.]
How Do You Read a Journey Map?
[This is the second in a series of three articles on customer journey maps: what they are, how to read them, and how to use them to improve your customers’ experiences.]
What Is a Customer Journey Map?
[This is the first in a series of three articles on customer journey maps: what they are, how to read them, and how to use them to improve your customers’ experiences.]
How Customer Experience (CX) Can Help Your Agency
Every organization wants to put customers first. But before you can meet customer expectations, you first have to fully, and deeply understand your customers, their challenges…and ultimately, the human needs they’re looking at you to fulfill.
An Overview of the Customer Experience (CX) CoE Activities and Progress at USDA
The Customer Experience Center of Excellence (CX CoE) aims to improve the digital and human experiences of USDA customers—our nation’s agricultural producers, consumers, and users of public lands—using human-centered design, service design, user experience, and design thinking to identify and meet the core human needs at the heart of every customer’s interaction.
CX Strategy: Customer Service and Customer Experience - What's the Difference?
Customer service is a key part of customer experience, but the two are not the same.
Customer Journey Analysis for the USDA Direct Farm Loans Program
The Customer Experience Center of Excellence followed a customer journey mapping model for the Farm Service Agency (FSA) to evaluate the experience of producers and service center staff in applying for and processing direct farm loan applications.
In the Field for Farm Loans Customer Research
Hollis, Oklahoma
Update from Hollis, Oklahoma
Vrinda Gupta, a CX CoE researcher, conducts a ‘card sort’ activity with a farmer in Hollis, Oklahoma. After an in-depth interview about the farmer’s experience of the direct loan process, card sorting was used to capture which of the proposed solutions would be the most beneficial to improve the direct loan experience for farmers.
