Delivering a human-centered claimant portal for New Jersey unemployment insurance
A case study documenting how a human-centered claimant portal was developed for the New Jersey Department of Labor (NJDOL) to modernize unemployment insurance access using agile development and API technology.
The project describes how the portal rollout was done in incremental phases—beginning with small user sets and scaling to full deployment—to de-risk the system and deliver value quickly.
Key outcomes included 50 % of claimants completing their initial application in under 28 minutes, a 20 % increase in claimants taking the correct next step after submission, and Spanish-language support to improve access.
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