In this concept piece, the Employment Security Department of Washington is seeking to develop a mobile application for eligible residents to file for their benefits. The focus of our scope: develop a streamlined iOS application for users to file their weekly unemployment claims.
Our team was provided with a one-page design prompt to create a mobile application based off the current process, available on desktop. The department is aware of usability issues with the current desktop site and would eventually like to use the new streamlined mobile application to inform the redesign of the desktop site.
Synthesized and Analyzed Research
Evaluation of Desktop Site
To gain a better understand of the filing process, I reviewed the current system available on desktop. As the system is only available to current filers of unemployment claims, I observed a volunteer as they worked through the process.
Use of common "error" symbol as link to start a new claim
Over use of legalese, not easily understood by an average user
Error messages preventing the user from proceeding without indication of where the error was made
Highly repetitive process
To better understand the experience of filing for unemployment, we sent out a screen survey using Survey Monkey. Our survey produced 12 responses. We followed up with 8 in-person interviews.
Just because a site is government funded does not mean it cannot be consumer grade. In seeking a good example of this, I examined TurboTax, specifically focusing on how it guides users through a convoluted government process in a user friendly, digestable way.
Language that is conversational, with a clear tone and voice
Provides glossary of terms
Form heavy product that breaks down the process into manageable steps
Well adapted mobile application
SYNTHESIZE & DEFINE
Decrease incoming calls by 20% by Q2 2017
Through use of a user survey, increase overall satisfaction of the program by 15% by end of Q2 2017
Decrease the number of open fraud investigation cases by 10% by end of Q4 2017
Increase trust between users and the department by providing a system that empowers the user to take control of their claim process
Develop a streamlined mobile site that will help inform a redesign of the desktop site
Increase accountability with better tracking of filers' job logs
User Pain Point
Confusion over when a claim is available to be filed
Frustrations over having to wait until the week is complete to prepare their claim
Confusion over "legal language"
Fear and anxiety of inadvertently making a mistake
Tech Empathy: High
Find a similar paying job that utilizes her skills and expertise
Have flexibility and autonomy in her job search
Find assurance that she has filed her claim correctly
Former Job: Account Management
Unemployed for 4 months
Confusion about the way questions are worded
Frustrated she cannot record her job searches as she conducts them
Discouraged by condescending and accusatory language
Create a mobile platform for eligible users to file their weekly claims. The tone and diction of the app will be simple, clear, and respectful, giving the user confidence that it’s been done correctly and completely. Additionally, users will be able to file their job searches throughout the week at their convenience, and keep track of their weekly claims from their mobile devices.
Restructuring the Process
Early access to job search log
To add flexibility and convince to the filing process, a job log capability was added. This allows users to log their job searches as they go, on their own time. This log will then be pre-populated into their weekly claim to confirm before submitting their filing.
Less common sources of income
To qualify for weekly benefits, users must complete a series of questions each week. While many of these questions could change on a weekly basis, we determined that 6 of these questions were unlikely to change and could be placed on one page, with the previous week's answers pre-populated for user to review and make changes if needed.
TEST & ITERATE
Building out hamburger menu with additional support functionality:
Changing or setting up direct deposit
How to get help
Frequently asked questions
Higher fidelity mockups to consumer grade level
Additional usability testing with more diverse pool of users