Improving UI benefits delivery through direct observation of UI claimants
This research used observational research with unemployment insurance (UI) claimants to identify pain points in the application process and inform customer experience improvements.
This case study captures how a state unemployment office used real-time observations of people applying for benefits to uncover moments of confusion, hesitation, and friction in the online claims process.
By pairing in-person support with behind-the-scenes research, the team surfaced specific barriers that claimants faced and generated insights to improve digital tools and outreach. The effort shows how embedding user research into everyday service delivery can reveal not just what’s broken, but why, and how to fix it in ways that genuinely serve the public.
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