In my last quarter of college, my life, like many others', changed due to the spread of COVID-19. In the first few weeks of the pandemic's entrance into the US, many of my friends and family members found themselves without a job & seeking unemployment for the first time. I couldn't help but realize how frustrating the system made them feel in a time where they were already experiencing tremendous loss. As a designer, I saw these moments as opportunities to create a better way.
TLDR; This project is a human-centered designed unemployment system.
I began with exploratory research that was centered around talking with newly unemployed people about their experiences in order to gain better understanding and empathy. I asked open-ending questions & formed questions that would evoke stories from the users.
Take me back to the moment your job ended, what was that like? How did it happen?
What were some of the next steps you took? Where did you find information? What was going through your head
(Share Screen if possible) Can you walk me through the process of filing for unemployment? Try to speak aloud your thoughts as much as possible.
How does this process make you feel? Can you tell me more about that?
Since this research was conducted in the COVID-19 pandemic, I met with all participants in a remote setting. Through these real and raw conversations, I learned about what led them to seek unemployment benefits. I listened to stories of loss, anger, frustration, and panic.
Here's what I heard:
The interviews helped me understand and better empathize with newly unemployed people. These findings were summarized in a user journey map of the current, “as-is” state.
Moderated Usability Testing
I conducted moderated usability testing on current unemployment sites with different users who were recently unemployed. They were tasked with performing actions such as, finding eligibility information and filing an unemployment application. This allowed me to assess how well the unemployment sites were designed to meet the needs of the target user group. For instance, first time users often did not know how unemployment worked. There was confusion if they should file online or call in person to the unemployment line along with vocabulary used on the site. Once the application was filed, they were not sure how much money they were going to receive and the status of their application was unclear.
Test via Zoom
I used Jakob Nielsen's Heuristics to evaluate the overall user experience. Many of the problems I discovered were directly related to the outcomes of the moderated usability testing.
There is a lack of content organization within the unemployment application, and it was clear this needed to be redesigned.
I conducted a card-sorting study with users in order to understand their mental models and categorization of content.
The categories that emerged were:
Proposed User Flow
The new user flow created a streamlined process for users to file for unemployment. In this user flow, I eliminated unnecessary steps that currently existed in the site.
Using the proposed user flow, I quickly created wireframes to test with users. Most of the feedback I received was positive. The main feedback I received was in regards to the call to action on the home page. In the wireframes, it brought users to a screen that helped users identify if they were eligible for unemployment. While users liked the idea of this tool, most expected the main call to action to lead to the application portal.
After a few iterations of wireframes from user feedback, I created a high fidelity prototype of the proposed new website for unemployment.
Below is the interactive prototype: