North Carolina Division of Employment Security

Improving the Unemployment Claims Process

Summary

Filing for unemployment benefits should be straightforward, accessible, and stress-free. Unfortunately, while exploring the claims process in North Carolina, I noticed several challenges, including broken links, unclear instructions, and limited accessibility features. These insights inspired me to create a solution that simplifies the process, reduces administrative burden, and ensures accessibility for everyone.

Note: This project is not an official case study of the NC DES and was created as a side project to highlight the importance of inclusive design within government-impacting services. Research was conducted with real humans who have real experience interacting with this system.

Approach

Project Goals:

  1. Make the application process easier to understand and complete.

  2. Reduce the need for applicants to contact agents for help.

  3. Ensure the system is accessible to all users, including those with disabilities.

Outcomes

The redesigned unemployment claims process made a noticeable difference in how users interacted with the system. By simplifying the user flow, I was able to reduce confusion and streamline the steps needed to complete the application, allowing users to move through the process with greater ease. Usability testing revealed that users felt more confident filling out forms, and many reported fewer mistakes along the way.

“The new version of the site feels like it was designed with me in mind, not just a checklist of requirements. The instructions are clear, I can easily find what I need, and I no longer feel like I’m wasting my time or missing something important.” — Anonymous, User Test Participant

Accessibility improvements were another key win: the site now meets WCAG 2.1 AA standards, ensuring it's fully navigable by users with disabilities. Clearer instructions and better error handling also meant users were less likely to need support. Overall, the updates made the system not only more intuitive and accessible but also less frustrating for everyone who relies on it.

Process

To understand the challenges, I began by reflecting on my own experience and conducted research with other people who experienced filing for unemployment in the state of North Carolina within the past year. Key pain points included:

  • Broken Links and Outdated Pages: Users encountered errors that disrupted progress.

  • Confusing Questions: Some questions lack context or examples, leading to mistakes.

  • Accessibility Gaps: The website doesn’t fully meet accessibility standards, making it difficult for individuals with disabilities to navigate the claims process.

Snapshot of a web page in the unemployment claims process that shows outdated information about how much a claimant may receive a week in unemployment benefits.

Online Listening:

I monitored forums, social media, and online reviews where people discussed their experiences with the NC unemployment claims process. This allowed me to gather a broad range of user feedback and identify common pain points such as broken links, unclear questions, and difficulties with the online forms.

User Interviews:

I conducted both in-person and virtual interviews with individuals who had filed for unemployment in the last year. These one-on-one conversations provided in-depth insights into how users felt about the system and what frustrated them the most.

“Being unemployed is already stressful enough because there’s stigma surrounding not having a job, even if it’s at no fault of your own. Having to file on a website that seems to have been created as an after-thought makes you feel less than.” — Jay, User Interview Participant

Empathy Mapping:

To better understand the emotions and actions of users during the filing process, I created an empathy map. This allowed me to visualize users’ pain points, motivations, and goals at each step of the process.

For example, a typical user might think, “Am I eligible? I’m not sure I’ve done everything correctly.” They might feel frustrated or overwhelmed by the confusing language or the multiple errors they encounter. And they might say things like, “I don’t know what to do next. Why is this so complicated?” This empathy map helped me visualize the pain points and areas for improvement, leading to a more user-centered redesign.

A six-quadrant diagram labeled Thinks & Feels, Sees, Says & Does, Hears, Pain, and Gain, summarizing user thoughts, emotions, and actions during the unemployment filing process.

Accessibility Testing:

I used accessibility tools like WAVE and Axe to test compliance with WCAG 2.1 AA standards, focusing on color contrast, alternative text, keyboard navigation, and screen reader compatibility. This testing revealed several issues, such as missing alt text and improperly tagged headings, which were addressed in the redesign.

These insights guided my design decisions, ensuring that the solutions I proposed address real challenges and frustrations. I used direct feedback and empathy-building tools to center the real needs of people.

Key Findings:

  1. Many users encountered broken pages and missing embedded content, disrupting their ability to complete tasks.

  2. Some users were confused by questions without additional context or examples, leading to mistakes that could not be corrected without agent assistance.

  3. The accessibility gaps excludes a large portion of the population from completing their claims independently, which disproportionately affects users with disabilities.

Prototype Development

After identifying the pain points in the current unemployment claims process, I created wireframes and interactive prototypes to explore potential solutions. These prototypes were designed to address key issues and provide a more intuitive and inclusive experience for all users.

A low-fidelity wireframe sketch of North Carolina’s Division of Employment Security’s website, with potential information architecture solutions.

Usability Testing

To ensure the design changes were effective, I conducted usability testing with real users who had previously filed for unemployment benefits. The focus of the testing was to evaluate whether users could complete the filing process smoothly, without errors or frustration.

Key questions included: Were the instructions clear? Could users navigate the system independently? Were accessibility features working for users with disabilities? The feedback from these tests helped me refine the design and identify areas that needed further improvement, ensuring that the final prototype would be both functional and user-friendly.

Conclusion

This study highlights the importance of creating accessible user-centered designs for systems that serve diverse populations. The unemployment filing process is often a lifeline for people facing financial hardship, and an inaccessible experience can amplify their stress. By addressing these barriers, I was able to design a solution that allows users to navigate the process with confidence.