Strategy
Equity, a Core Principle of Customer Experience
This case study describes how two civic designers at different agencies embed equity in civic design to transform federal customer experience.
Lashanda Hodge
GSA |Washington, DC
Lashanda Hodge is the Managing Director of the Customer Experience and Contact Center, Centers of Excellence (CoE) at GSA, managing a team of experts who work with government agencies to improve customer experience (CX) and contact center operations. Lashanda has over 15 years of experience and expertise in customer experience consulting, human-centered design, and program and project management. She helps mature agency CX capabilities as well as leads the creation of compelling experiences for customers through human-centered design.
