Agile Product Delivery

The process for hardworking Americans to access critical programs and services were at times challenging and complicated to navigate. There was great potential for improving customer experience, from reducing duplication, increasing consistency, unifying processes for application submissions, providing better support and customer management.

With the goal of creating an internal one-stop shop by merging multiple agencies, leadership sought to build around the needs of customers, with focused content, interactive tools, and business data that allows user more time to focus on their business and less time filling out antiquated paper forms.

Role: Design Lead / Visual Design Lead

Farmers-Portal-1.jpg

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

 
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Design System Creation & Direction