Customer Experience | GSA - IT Modernization Centers of Excellence

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Customers</p> <div class="page-nav"> <a href="#service-offerings">Service Offerings</a> | <a href="#coe-updates">Latest Updates</a> </div> <p>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.</p> <h2 id="service-offerings">Service Offerings</h2> <ul> <li>CX Strategy</li> <li>Human-Centered Design Tools and Processes</li> <li>Customer and Agency Research</li> <li>Service Design</li> <li>Customer Insights</li> </ul> <h2 id="coe-updates">Latest Updates</h2> <div class="article-head"> <em class="date">November 02, 2023</em> <h3 class="title"> <a href="/2023/11/02/cx-update-22.html"> Federal CX Summit to be Held Virtually November 16 </a> </h3> <p>By the Customer Experience Center of Excellence</p> <p><a href="/2023/11/02/cx-update-22.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">August 08, 2022</em> <h3 class="title"> <a href="/2022/08/08/cx-update-21.html"> A Holistic Approach to Service Delivery: Customer Experience (CX) CoE asks, ‘Are your customers at the center?’ </a> </h3> <p>By the Customer Experience Center of Excellence</p> <p><a href="/2022/08/08/cx-update-21.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">June 30, 2022</em> <h3 class="title"> <a href="/2022/06/30/cx-update-20.html"> Announcing the CX Maturity Model </a> </h3> <p>By the Customer Experience Center of Excellence</p> <p><a href="/2022/06/30/cx-update-20.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">October 08, 2020</em> <h3 class="title"> <a href="/2020/10/08/cx-update-19.html"> Thirteen Plays of Our Customer Experience Approach </a> </h3> <p>By the Customer Experience Center of Excellence</p> <p><a href="/2020/10/08/cx-update-19.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">January 23, 2020</em> <h3 class="title"> <a href="/2020/01/23/cx-update-18.html"> HCD, UX, and CX: Why Their Differences Matter and Why They Don’t </a> </h3> <p>By The Customer Experience Center of Excellence Team</p> <p><a href="/2020/01/23/cx-update-18.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">December 18, 2019</em> <h3 class="title"> <a href="/2019/12/18/cx-update-17.html"> The OneUSDA Ecosystem: Visualizing the Connections Between USDA Customers, Services, and Agencies </a> </h3> <p>By The USDA Customer Experience Center of Excellence Team</p> <p><a href="/2019/12/18/cx-update-17.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">December 17, 2019</em> <h3 class="title"> <a href="/2019/12/17/cx-update-16.html"> HCD: Focusing on People to Solve IT Problems </a> </h3> <p>By The Customer Experience Center of Excellence Team</p> <p><a href="/2019/12/17/cx-update-16.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">November 13, 2019</em> <h3 class="title"> <a href="/2019/11/13/cx-update-15.html"> USDA Chatbot Prototype: Using Artificial Intelligence to Connect Customers to Knowledge at Scale </a> </h3> <p>By The USDA Customer Experience Center of Excellence Team</p> <p><a href="/2019/11/13/cx-update-15.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">October 28, 2019</em> <h3 class="title"> <a href="/2019/10/28/cx-update-14.html"> The Journey to Affordable Housing for Seniors </a> </h3> <p>By The HUD Customer Experience Center of Excellence Team</p> <p><a href="/2019/10/28/cx-update-14.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">September 24, 2019</em> <h3 class="title"> <a href="/2019/09/24/cx-update-13.html"> Bringing Together CX and the Integrated Digital Experience Act to Modernize USDA Web Experiences </a> </h3> <p>By the USDA Customer Experience Center of Excellence</p> <p><a href="/2019/09/24/cx-update-13.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">July 23, 2019</em> <h3 class="title"> <a href="/2019/07/23/cx-update-12.html"> Using CX to Help New Producers Fund Their Farms </a> </h3> <h2>Our Challenges</h2> <p><a href="/2019/07/23/cx-update-12.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">May 01, 2019</em> <h3 class="title"> <a href="/2019/05/01/cx-update-11.html"> How Do You Use a Journey Map? </a> </h3> <p><i>[This is the third in a series of three articles on customer journey maps: <a href="https://coe.gsa.gov/2019/04/17/cx-update-9.html">what is a customer journey map</a>, <a href="https://coe.gsa.gov/2019/04/24/cx-update-10.html">how to read them</a>, and how to use them to improve your customers’ experiences.]</i></p> <p><a href="/2019/05/01/cx-update-11.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">April 24, 2019</em> <h3 class="title"> <a href="/2019/04/24/cx-update-10.html"> How Do You Read a Journey Map? </a> </h3> <p><i>[This is the second in a series of three articles on customer journey maps: <a href="https://coe.gsa.gov/2019/04/17/cx-update-9.html">what they are</a>, how to read them, and <a href="https://coe.gsa.gov/2019/05/01/cx-update-11.html">how to use them</a> to improve your customers’ experiences.]</i></p> <p><a href="/2019/04/24/cx-update-10.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">April 17, 2019</em> <h3 class="title"> <a href="/2019/04/17/cx-update-9.html"> What Is a Customer Journey Map? </a> </h3> <p><i>[This is the first in a series of three articles on customer journey maps: what they are, <a href="https://coe.gsa.gov/2019/04/24/cx-update-10.html">how to read them</a>, and <a href="https://coe.gsa.gov/2019/05/01/cx-update-11.html">how to use them</a> to improve your customers’ experiences.]</i></p> <p><a href="/2019/04/17/cx-update-9.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">April 10, 2019</em> <h3 class="title"> <a href="/2019/04/10/cx-update-8.html"> How Customer Experience (CX) Can Help Your Agency </a> </h3> <p>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.</p> <p><a href="/2019/04/10/cx-update-8.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">March 27, 2019</em> <h3 class="title"> <a href="/2019/03/27/cx-update-7.html"> An Overview of the Customer Experience (CX) CoE Activities and Progress at USDA </a> </h3> <p>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.</p> <p><a href="/2019/03/27/cx-update-7.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">September 18, 2018</em> <h3 class="title"> <a href="/2018/09/18/coe-update1.html"> CX Strategy: Customer Service and Customer Experience - What's the Difference? </a> </h3> <p>Customer service is a key part of customer experience, but the two are not the same.</p> <p><a href="/2018/09/18/coe-update1.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">August 17, 2018</em> <h3 class="title"> <a href="/2018/08/17/cx-update-5.html"> Customer Journey Analysis for the USDA Direct Farm Loans Program </a> </h3> <p>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.</p> <p><a href="/2018/08/17/cx-update-5.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">August 03, 2018</em> <h3 class="title"> <a href="/2018/08/03/cx-update-4.html"> In the Field for Farm Loans Customer Research </a> </h3> <div><img src="/images/customer-experience/2018-05-15-Oklahoma.jpg" alt="Field Horizon in Hollis, Oklahoma" class="img-responsive" /><p class="caption">Hollis, Oklahoma</p></div> <p><a href="/2018/08/03/cx-update-4.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">May 22, 2018</em> <h3 class="title"> <a href="/2018/05/22/cx-update-3.html"> Update from Hollis, Oklahoma </a> </h3> <p>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.</p> <p><a href="/2018/05/22/cx-update-3.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">May 21, 2018</em> <h3 class="title"> <a href="/2018/05/21/cx-update-2.html"> Farm Loan Personas </a> </h3> <div> <a class="pdf" href="/docs/Personas.pdf">Three Key FPAC Personas <img class="icon" src="/images/icon-pdf.png" alt="View the PDF" /></a> </div> <p><a href="/2018/05/21/cx-update-2.html">Continue reading this article »</a></p> </div> <div class="article-head"> <em class="date">May 17, 2018</em> <h3 class="title"> <a href="/2018/05/17/cx-update-1.html"> The Journey Map Process </a> </h3> Customer Journey Mapping (CJM) is intended to guide program development and decision making and help operationalize a customer-centric approach at USDA. <p><a href="/2018/05/17/cx-update-1.html">Continue reading this article »</a></p> </div> </div>  <div class="usa-width-one-third sticky sidebar"> <div class="sidebar-box coe-cx"> <div class="centers-graphic"></div> <div class="sidebar-box-content"> <h4 class="first">Explore the Customer Experience CoE</h4> <div style="min-height: 3rem;"><a href="/docs/2020/CXServiceCatalog.pdf" target="_blank" class="pdf">Customer Experience Full Service Catalog <img class="icon" src="/images/icon-pdf.png" alt="View the PDF"></a></div> <div style="min-height: 3rem;"><a href="/docs/2020/Customer Experience Playbook-Nov 2020.pdf" target="_blank" class="pdf">Customer Experience Playbook <img class="icon" src="/images/icon-pdf.png" alt="View the PDF"></a></div> <div style="min-height: 3rem;"><a href="/docs/CXMaturityModel.pdf" target="_blank" class="pdf">CX Maturity Model <img class="icon" src="/images/icon-pdf.png" alt="View the PDF"></a></div> </div> </div> <div class="sidebar-box affordhousing"> <div class="sidebar-box-content"> <p>Helping America’s seniors find access to affordable housing.</p> <a href="/coe/affordable-housing/index.html" class="usa-button usa-button-secondary">View the HUD Journey</a> </div>  </div>  <div class="sidebar-box farmloans"> <div class="sidebar-box-content"> <p>Working to improve customer experience and increase opportunities for America’s farmers and producers.</p> <a href="/coe/farm-loans/index.html" class="usa-button usa-button-secondary">View the USDA Direct Farm Loans Journey</a> </div>  </div>  <button onclick="btt()" id="btt"></button> </div>  </section>  </main> <footer class="usa-footer" role="contentinfo"> <div class="usa-footer-primary-section"> <div class="usa-grid"> <div class="usa-width-one-third"> <div class="footer-logo-links"> <a class="footer-logo media_link" href="https://coe.gsa.gov"> <img src="/img/coe-logomark.svg" alt="Centers of Excellence logo"> </a> <a class="footer-logo media_link" 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Customer Experience | GSA - IT Modernization Centers of Excellence