Sprint 3 Report: Michigan Unemployment – Improving communication and messaging for unemployment insurance in Michigan
Confusing messaging and unclear communication from Michigan’s unemployment system create barriers for claimants, employers, and navigators.
Civilla and New America conducted research to understand how claimants, employers, and community navigators in Michigan access and share unemployment insurance (UI) information.
Findings revealed that complex UI messaging forces claimants to rely on informal networks, leading to misinformation. Employers, especially small businesses, struggle to navigate the system due to a lack of clear guidance, and community navigators benefit from direct communication with UI staff. The report recommends redesigning key communication materials, optimizing search results, simplifying application language, implementing text message reminders, and improving FAQs. These changes aim to reduce confusion, streamline UI processes, and enhance the claimant experience.
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