Customer Experience Principles for Unemployment Insurance
The blog post sets up a foundational perspective on CX principles for the state UI agencies.
The document details the Department of Labor’s customer experience (CX) principles for modernizing state unemployment insurance (UI) systems, focusing on human-centered design, accessibility, mobile usability, plain language, and multi-channel support.
It highlights the need for clear communication, equitable access (including non-digital options), and continuous feedback, with the Department offering resources and funding to help states improve claimant experience and administrative efficiency.
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