This episode features an interview with Terrance Bowens, Program Manager for KRA, as he discusses workforce development and customer-centered design. Terrence provides background on his experience in workforce development and what drew him to the field, as well as details on the Northern Nevada region where he currently works. He outlines KRA's role as a one-stop operator facilitating connections between job seekers and employment programs and services and reveals principles of customer-centered design that shape their approach. Terrence also touches on some future goals, like enhancing systems and focusing on the aesthetic experience for customers.