USDA’s Simchah Suvekye-Bogin on integrating human-centered design for services

Simchah Suvekye-Bogin, chief customer experience officer at the OCX, USDA, shares her insights on her agency’s challenges in offering personalized content and experiences across multiple channels. She also highlights some of the best opportunities for approaching them. She says that because they have a vast array of customers, they need to integrate a human-centered design for their services because of each customer may have different barriers for accessing those services.