Improving online applications with CX principles: Weekly certification
This resource provides guidance and best practices for the weekly or bi-weekly certification process that claimants must complete to maintain eligibility for unemployment insurance (UI) benefits.
The guidance explains how claimants often struggle with the certification process—missing deadlines or misreporting information—which can lead to payment delays, incorrect payments, or further review.
It offers a set of recommendations for state workforce agencies to simplify the process, including using plain language, providing reminders, showing clear calendars for the certification week, and helping claimants accurately report wages and availability.Â
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