Unemployment UI

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Role:

Lead Designer

Type:

Web App

Impact:

+30% Increase in Unemployment Beneficiaries

The Massachusetts Department of Unemployment enlisted our team to rebuild its benefits application system from the ground up. As Designer, I focused on usability testing, content review, and plain‑language rewrite to make the web application accessible for all users.

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About

Research & Problem

Claimants faced confusing legal jargon and buried navigation that often led to incorrect responses or missed deadlines. We held in‑person sessions with unemployed residents, third‑party administrators, and state lawyers to map their experiences and identify pain points around language complexity, information architecture, and mobile access. Plain‑language evaluations revealed terms like “non‑monetary determination” and “dependency allowances” were major barriers. IA audits showed critical actions—such as filing an appeal—were hidden under deep menu layers. Armed with these insights, we ideated on simplified wording, a flattened menu structure, and mobile‑first layouts to support users on phones first and desktops second.

Complex Legal Jargon

Difficulty Finding Things

Poor Mobile Experience

Design Solutions

Plain‑Language Content Overhaul

All application questions and system messages were rewritten to a sixth‑grade reading level. Technical terms were replaced with everyday words, and lengthy legal phrasing was broken into short, direct sentences. This overhaul reduced misunderstandings and helped claimants complete forms accurately on their first try.

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Intuitive Navigation & Dashboard

The information architecture was flattened so core tasks—filing a claim, checking status, or appealing a decision—appear on the main dashboard. Claimants see a clear task list with progress indicators, while employers access a streamlined view tailored to their needs. Deeply buried options, like appeals, were elevated to prominent buttons, ensuring no critical action stays hidden.

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Mobile‑First Responsive Design

Recognizing that most users apply via smartphone, we designed a responsive interface that prioritizes phone layouts. Forms adjust dynamically to smaller screens, and key CTA buttons remain fixed at the bottom for easy thumb access. On desktop, the layout expands into multi‑column views but retains the same clear, task‑oriented structure.

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Conclusion

Although technical constraints posed challenges, this redesign restored trust by making the unemployment benefits system transparent, approachable, and reliable. Early feedback showed claimants navigating tasks with confidence, and stakeholders recognized the value of plain language in reducing support calls. By centering real user needs and advocating for simplicity at every step, we created a foundation for ongoing improvements that better serve Massachusetts’ most vulnerable residents.