Human-centered design at USDA; Consumer-grade experiences at IRS

The Department of Agriculture has a vast array of customers, from farmers to families. USDA is working to personalize content and experiences across multiple channels. 

Simchah Suvekye-Bogin, chief customer experience officer in USDA’s Office of Customer Experience, explains how her organization is improving customer experience and best practices they’ve learned along the way.

The Internal Revenue Service is another agency looking to modernize the digital front door for citizens. 

David Aten, human capital officer at IRS, tells Wyatt Kash how his agency is modernizing their website and giving American citizens a more “consumer-grade” experience.

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