In this panel conversation, presenters at the Better Identity Coalition’s 2022 policy forum “Identity, Authentication, and the Road Ahead” discuss the challenges of identity verification and access in pandemic unemployment benefits.
This section of the Building Resilience plan outlines strategies to improve the long-term solvency and sustainability of state unemployment insurance (UI) trust funds through better funding practices and legislative reform.
This research used observational research with unemployment insurance (UI) claimants to identify pain points in the application process and inform customer experience improvements.
This webinar session discusses the importance of using CX metrics to guide agency-level decisions and how to gather, analyze, and apply customer feedback to optimize products and services.
This section of the Building Resilience plan outlines strategies to improve reemployment outcomes for unemployment insurance (UI) claimants by expanding access to services, updating work search requirements, and increasing use of Short-Time Compensation programs.
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.
Created for use in the Digital Doorways research project, this design stimuli shows the steps of submitting an application, sharing personal information, and verifying identity for Arizona's online application for Unemployment Insurance.
Reddit's unemployment forums have become vital support networks during the pandemic, offering advice, emotional support, and a sense of community to those navigating job loss and financial hardship.
This playbook offers a comprehensive guide to enhancing unemployment benefits systems, focusing on claimant-centric approaches, equitable access, and actionable steps for state agencies.
