Helping Governments Communicate More Effectively: A Case Study of Our Work With Nevada’s Department of Employment, Training and Rehabilitation
This case study highlights a collaborative effort to enhance Nevada’s unemployment insurance (UI) program by simplifying claimant-facing communications and improving user experiences through behavioral science and human-centered design.
The case study focuses on redesigning Nevada’s UI eligibility letters and homepage using plain language and behavioral science techniques to make them more accessible and user-friendly.
It also discusses how these redesigned materials were tested through online and in-person evaluations to improve comprehension, reduce claimants’ frustrations, and enhance efficiency in accessing services, particularly for marginalized groups.
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