When the Biden Administration’s "Executive Order on Advancing Racial Equity and Support for Underserved Communities (EO 13985)” mandated that all federal agencies assess how their policies and programs promote or prevent equity, the United States Department of Housing and Urban Development (HUD) had 200 days to analyze and untangle historically deep and long-standing racial inequities.
In this challenge, HUD’s leaders also saw an opportunity. The agency’s dedicated Equity Action Teams believed that the White House mandate could serve as a first step in a longer term, comprehensive approach to embedding equity within all of HUD’s programs, policymaking processes, and operations.
Noting a philosophical and methodological kinship between customer experience design (CX) and the equity-minded discipline of inclusive design, HUD tapped its Customer Experience Team to help kick off the effort. Having supported the HUD CX Team since its charter and launch, Booz Allen was ready to partner for this next phase of HUD’s journey.