Federal agencies are being told to improve the service they deliver to their constituents, whether in person or online. The Obama administration's gambit occurs at the same time large organizations are re-thinking about service. They're applying the principles of design to the way people work and the experiences they produce for customers. These principles are collectively known as design thinking. Jon Kolko is the vice president of design at Blackboard and a leader in design thinking. He joined the Federal Drive with Tom Temin to explain how this shift is affecting government services.