Creating a modern, human, & supportive unemployment benefit experience
An unsolicited redesign for the Illinois Department of Employment Security
CHALLENGE
Redesign the unemployment benefit experience for the Illinois Department of Employment Security (IDES) as a robust self-service mobile application that users can confidently navigate.
OUTCOME
Interactive Figma prototype
A set of design principles: provides clarity, grants agency, reduces burden of tasks, understands the larger impact of the situation
Defined information architecture, re-written plain language content in a helpful tone, clean information design
IMPACT
We shared our journey and the resulting high fidelity screens on LinkedIn and were delighted by how much our project resonated with the larger community in its genuine desire to address such a salient issue that many are going through right now.
INTRODUCTION
As designers, we try not to design for ourselves. We take pride in diving deep into unfamiliar areas, speaking to end users, and exercising empathy to understand and truly design for their needs. Now we find ourselves as the end user. When we were laid off at the beginning of the pandemic, it was already a stressful time for many reasons. Going into the unemployment process, we knew it wasn’t going to be an amazing experience, but it was worse than we imagined.
After struggling through registration and initial certifications with the help of countless Google searches and friends who have gone through the process pre-Covid, we knew that if we were having difficulties navigating the system, there were hundreds of other users unable to complete what should be an easy and painless task of great importance.
It was essential to turn the website into an app for a few reasons:
Regularly referenced resource - With weekly certifications, communications with IDES employees, benefit deposits, or certification reminders, we wanted the app to manage the constant active and passive interactions during the unemployment process. This is a tool that users will use at least once a week while claiming unemployment benefits and the expanded resources section would also bring users back with regularity.
Work offline and on the go - Many users don't have reliable or consistent access to computers and the internet, making weekly certifications difficult to complete within their short and strict time windows. IDES normally counts on these users coming into the office to resolve things, but the pandemic removed that possibility only leaving the clogged up phone lines as an option. Once you miss your window, you have to wait until the next week to certify and your benefit payment is also delayed, creating difficult situations.
Leveraging smartphone capabilities - Knowing most people have one, we wanted to use features like face & fingerprint ID for security, cameras for scanning documents, and to create a standard of functionality that mobile websites can't always maintain.
We wanted to support others facing unemployment with a user experience that helps them clearly understand their options, meet them where they are, and help them find the right resources at the right time.
The Prototype
One of the biggest changes was turning a website into a mobile application. To experience the interaction and flow of app, click through the interactive prototype. For the best viewing experience, expand the Figma prototype to full screen or scale down to fit your device.
The Current Experience
We found other user noticing gaps, expressing frustration and increasingly, anger and desperation with the process. Here are some ways in which the system failed it’s users early on in the pandemic:
Debit cards arriving with $0
Yes, you can receive your benefits as a debit card that has fees attached to it. This is the only option for the user without a bank account.
Never getting ahold of someone for help
Waking up early every day for weeks to call right when the office opens to file or certify, waiting for hours on hold, often not getting through or getting hung up on or pushed through a phone tree.
Fraudulent filings lock out real users in need
Malicious actors take advantage of the Pandemic Unemployment Assistance program, but also prevent real users from claiming the money they deserve and need.
Design Principles
Provides clarity
Breaks down questions, processes, and requirements for easy comprehension.
Identifies and proactively offers the most helpful and relevant information so users can make informed decisions.
Reduces government jargon or offers explanations in layman’s terms.
States clearly where users are in each process or flow, giving them an idea of how long it will take or the required documents and information.
Grants maximum agency
Allows users access to their information, account history, or resources at any time.
Offers a robust self-service option for most common process and flows, reducing the need for IDES agent help.
Gives users the ability to edit or change submitted forms through self-service.
Reduces burden of tasks
Sets users up for success by automatically reminding them to certify during their eligible time window.
Re-prioritizes and surfaces to-do list tasks so users optimize their time in app
Saves and remembers preferences to cut down on form filling time and possible mistakes
Understands the larger impact of the situation
Approaches the unemployment and job search experience holistically and with a high level of context-awareness.
Empathizes with other aspects of life that may require resources and support like mental health and childcare services.
