The GAO placed the UI system on its High Risk List in June 2022, leading the DOL to develop a transformation plan detailing activities and strategies for building a resilient UI system capable of responding effectively to future economic challenges.
This resource contains principles and examples of high-impact improvements to consider making in different parts of the online application. CX principles for online applications describes broadly applicable best practices that when implemented across the various sections of an online application can increase claimant self-service and reduce the need for interventions from state agency staff. The employer and occupation sections highlight promising improvements within these sections to collect employment history, reason for filing for unemployment (separation information), and a claimant’s occupation. Gathering the information for these sections is particularly complex for claimants and state agencies alike.
Mobile usability refers to the ease with which people can accomplish tasks on smartphones or tablets. A good mobile experience enables people to do the same things they do on a desktop computer while considering mobile devices’ constraints.
The Unemployment Insurance Equitable Access Toolkit contains common equity recommendations, promising practices, and insights, represented visually as a different floor of an agency office building, compiled in one interactive document.
A U.S. Department of Labor published claim status playbook and model prototype on how to help make states' unemployment insurance claim process efficient and hassle-free.
