Library of Customer Experience Resources

This ever-growing library of resources is meant to highlight the work happening with customer experience at USDA and in the broader federal government.

Relevant Laws, Regulations, and Policies

• Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuilt Trust in Government
• President’s Management Agenda (2021)
• OMB Circular No. A-11 (2020), Section 280: Managing Customer Experience and Improving Service Delivery
• USDA Customer Experience Policy (2022) (PDF, 253 KB)
• USDA Voice of the Customer (2024) 
• 21^st Century IDEA (2018)
• Federal Agency Customer Experience Act (2017)

Journey Mapping

• USDA Direct Farm Loans Journey Map
• The OneUSDA Ecosystem
• What is a Customer Journey Map?
• How Do You Read a Journey Map?
• How Do You Use a Journey Map?

Human Centered Design Resources

• 18F Methods – GSA's Technology Transformation Services (TTS)

Customer Experience Resources

• USDA Digital Strategy Playbook
• 13 Plays of Our Customer Experience Approach
• Digital.gov (Customer Experience)

Accessibility Resources

• Checklist of Requirements for Federal Websites and Digital Services
• Digital.gov (Accessibility)
• USDA Digital Strategy Playbook

Metrics and Research Resources

• Touchpoints
• Performance.gov
• Usability.gov User Research Basics

Digital Design Resources

• U.S. Web Design System
• USDA Digital Strategy Playbook