Sprint 2 Report | Michigan Unemployment | Improving the delivery of unemployment insurance benefits
The Sprint 2 Report: Michigan UI Claimant Experience by Civilla and New America examines challenges in Michigan’s unemployment insurance (UI) system and provides human-centered design recommendations to improve accessibility, clarity, and user experience.
This report documents the experiences of Michigan unemployment claimants, highlighting systemic barriers such as outdated technology, complex language, and inefficient service delivery.
It identifies key pain points in the application, recertification, and correspondence processes, showing how claimants struggle with mobile accessibility, unclear instructions, and difficulties in navigating UIA communications. Drawing from best practices in user-centered design, the report recommends making the online portal mobile-friendly, simplifying language, incorporating help text, and providing clear action steps to reduce confusion and improve claimant experiences. These insights aim to inform broader efforts to enhance unemployment insurance delivery nationwide.
Share this Resource:
Content related to this resource:
Sprint 1 Report | Michigan Cross-Enrollment | Increasing cross-enrollment between unemployment insurance and supporting benefits in Michigan
Lack of cross-enrollment between unemployment insurance and public benefits in Michigan leaves many claimants without essential support.
Sprint 3 Report | Michigan Unemployment | Improving communication and messaging for unemployment insurance in Michigan
Confusing messaging and unclear communication from Michigan’s unemployment system create barriers for claimants, employers, and navigators.