Most of us only visit a government website when we really need something—unemployment benefits, a license renewal, or emergency aid. So when the experience is confusing, slow, or just broken, it doesn't just cost time. It quietly erodes something harder to rebuild: trust.

Marcy Jacobs is Maryland's first chief digital experience officer and the driving force behind the Maryland Digital Service (MDDS)—a team that's spent the last two years redesigning how six million residents experience their state government. In this episode, Marcy digs into what human-centered design actually looks like inside a bureaucracy: the discovery sprints that change everything an agency thought it knew, the veteran who wouldn't click a link because he didn't have a trust fund, and why making it easier to file for unemployment might be one of the most important things the government can do right now.

This one is for the builders, the public servants, and anyone who's ever rage-clicked a website and wondered if anyone noticed.

Marcy Jacobs is the State of Maryland’s chief digital experience officer. She was previously the executive director of digital service at the Department of Veterans Affairs and had served over four years with the U.S. Digital Service. She was also an associate partner at McKinsey & Company.

More Links and Information

Check out more Fors Marsh Media

Connect or partner with Fors Marsh

Explore Maryland Digital Service

Dive into the Maryland Digital Playbook and MDDS Impact Report

What happens when the people who keep America moving start disappearing faster than we can replace them? Across the country, state transportation agencies are facing a workforce crisis that's been quietly building for years—and most of us have no idea it's happening.

This episode of Empathy Affect pulls back the curtain on one of the most underreported challenges in public infrastructure: not the roads themselves, but the people behind them. From knowledge transfer and AI adoption to career pipelines and organizational culture, this conversation is something bigger than transportation. It’s about what it takes for any public institution to hold onto what it knows and build toward what’s next.

Lorri Economy has served as the Utah Department of Transportation chief learning officer since 2014. She previously served the state's Department of Workforce Services.

Amanda Holland is the principal owner of Holland Enterprise Resource Solutions. She previously worked for the State of Alaska for more than 20 years and advises organizations in building resilience, workforce capacity, and effectiveness.

More Links and Information

Check out more Fors Marsh Media

Connect or partner with Fors Marsh

Explore Utah DOT

Most of us don’t think about food safety until something goes wrong—a recall notice or a moment in the kitchen when we wonder, “Is this still safe to eat?”

In this episode, we take a look behind the scenes at how food safety is ensured long before our food reaches our grocery carts or kitchen tables. Dr. Conrad Choiniere, a senior leader in the Food and Drug Administration (FDA) Human Foods Program, discusses why fresh produce can be especially challenging when it comes to food safety, how recalls actually work, and the coordination in farming, production, and distribution that keeps food safe.

We also break down your common food safety myths and offer practical, science-backed tips you can use at home to reduce risk while handling the food you love to eat.

Dr. Conrad Choiniere is the director of the FDA Human Foods Program Office of Microbiological Food Safety. He has spent over 20 years at the FDA, leading food safety initiatives and studying consumer attitudes and behavior. On top of working on food safety at the FDA, Dr. Choiniere was also director of Population Health Science for the department’s Center for Tobacco Products.

More Links and Information

Check out more Fors Marsh Media

Connect or partner with Fors Marsh

Explore the Human Foods Program

Stay up to date on FDA’s recalls

Learn more tips about safely handling food