Due to contract requirements, this work cannot be shown in full detail.
Process
By applying a Human Centered Design approach, first-hand research insights were derived and applied to interactive co-creation sessions that generated measurable opportunities for improvements to the customer and employee experience. We traveled to field-offices across the country to analyze the customer experience from every angle.
Highlights:
218 features completed
14 major releases
20+ user flows
65+ responsive screens designed
80+ usability tests
170+ user interviews
Major Features:
Piloting employee-proctored digital geospatial acreage reporting
Accessing and viewing loan status and history, anywhere, anytime
Applying for disaster recovery programs
Receiving economic relief
Having 24/7 access to conservation information and services
Accessing electronic signature capabilities from home
Results
More than $15.5 billion in distributed funding designed for stakeholders’ needs first, the site has had more than 6.5 million customer page views
Winner of 2020 Service to the Citizen Award - Given to champions of change who have demonstrated strong commitment to improving the lives of citizens
In 2019, the website’s View Loans feature received the FSA Administrator’s Award for Service to Agriculture
Expected to dramatically reduce the time spent on low value processes and save hundreds of thousands of hours in stakeholder travel to local government offices, millions of hours of employee work time, and millions of dollars in paper storage
