Unemployment Insurance Delivery: Streamlining the unemployment experience for Michigan workers and employers
This project portfolio page details a human-centered service design partnership with the Michigan Unemployment Insurance Agency (UIA) to revitalize and streamline the state's unemployment benefits system following crisis-level strain.
The resource outlines how the system was severely overwhelmed during the COVID-19 pandemic—receiving over one million claims in a single month—which exposed a highly confusing web of information for both residents and businesses.
To bridge this gap, Civilla worked directly alongside claimants, employers, and frontline staff to co-design and launch a clear “Claimant Roadmap” and an intuitive “Employer Help Center” aimed at reducing anxiety and making complex regulatory steps easy to navigate.
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