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Delivering a Multilingual User Experience for Retroactive Pandemic Unemployment Assistance

The U.S. Digital Response collaborated with a state workforce agency to develop a multilingual, user-friendly system for retroactive Pandemic Unemployment Assistance (PUA) applications, enhancing claimant comprehension and reducing administrative strain.

Organization: U.S. Digital Response (USDR)
Author: U.S. Digital Response (USDR)
Published Year: 2022
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In response to the need for reopening PUA applications for previously denied claimants, the U.S. Digital Response (USDR) partnered with a state workforce agency to create a self-guided, multilingual application process.

Recognizing that many claimants had not interacted with the unemployment insurance system for extended periods, the initiative aimed to provide clear communication and reduce potential confusion. The project encompassed several key components:

  • Claimant Communication Strategy: Developed outreach materials for both digital and paper notifications to inform claimants about the reopening of applications, addressing potential concerns about fraud and ensuring clarity.
  • Fact-Finding Content Strategy: Crafted 19 eligibility questions accompanied by legally compliant helper text, optimized for readability and comprehension to improve the accuracy of claimant responses.
  • Fact-Finding Form Design: Designed and usability-tested forms compatible with the FAST UI platform, providing a prototype adaptable for any state system regardless of the platform or vendor.
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