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Empathy AffectAuthor: Fors Marsh Media
On Empathy Affect, we explore the human side of government. We get to know the real people in government who serve us. We learn about their missions, the people they serve, and the true impact of their work. In each episode, we'll speak with real people about how they weave empathy into the policies and programs of government. Language: en-us Genres: Government, News, Politics Contact email: Get it Feed URL: Get it iTunes ID: Get it Trailer: |
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S4E5: When Listening Leads: Lessons from Maryland’s Digital Transformation
Episode 5
Thursday, 2 April, 2026
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
