> For the complete documentation index, see [llms.txt](https://usdr.gitbook.io/benefits-resource-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives.md).

# Additional Deep Dives

- [Introduction](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/master.md)
- [What we're reading](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/master/what-were-reading.md): A non-comprehensive list of the articles, reports, and publications that have been useful in developing our understanding of UI systems in the United States. Originally compiled by Alyssa Levitz.
- [Language Access Resources](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/master/what-were-reading/language-access-resources.md): A running list of language access resources on the web
- [Tracking implemented solutions](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/master/what-were-reading/tracking-implemented-solutions.md): Originally compiled by Alyssa Levitz with help from Waldo Jaquith
- [Effective Communication with UI Claimants Through a Standalone Case Management System](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/effective-communication-with-ui-claimants-through-a-standalone-case-management-system.md): An e-adjudication case study
- [Sample Communications](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/sample-communications.md)
- [Customer support mechanisms for UI agencies](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies.md): By Alyssa Levitz
- [Improved UX reduces inequity](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/improved-ux-reduces-inequity.md): By Alyssa Levitz
- [Online appointment scheduling](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/online-appointment-scheduling.md): By Alyssa Levitz. Updated: Jan. 25, 2021 to note CT and KY have added this functionality
- [Agency’s current solution](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/online-appointment-scheduling/agencys-current-solution.md)
- [Other states’ solutions](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/online-appointment-scheduling/other-states-solutions.md)
- [Solution space](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/online-appointment-scheduling/solution-space.md)
- [Deep dive: vendor “types”](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/online-appointment-scheduling/deep-dive-vendor-types.md)
- [Deep dive: pricing](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/online-appointment-scheduling/deep-dive-pricing.md)
- [Recommendations by category](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/online-appointment-scheduling/recommendations-by-category.md)
- [Chatbots](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting.md): By Alyssa Levitz. Updated: Dec. 22, 2020
- [Methodology](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/methodology.md)
- [Types of online chat](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/types-of-online-chat.md)
- [Live chat](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/live-chat.md)
- [Free-text chat](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/free-text-chat.md)
- [Prompted chat](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/prompted-chat.md)
- [Support chat](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/support-chat.md)
- [Requirements](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/requirements.md)
- [Best practices](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/best-practices.md)
- [Known results](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/known-results.md)
- [Employer Interactions with Unemployment Insurance Systems](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/employer-experience-with-ui.md): How workforce agencies can make smart investments in digitizing employers’ experiences. Policy Memo from USDR, compiled by Alyssa Levitz based on research with Alissa Rubin and Emily Alter, June 2021
- [Landscape of the Employer Experience: User Interviews](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/employer-experience-with-ui/landscape-of-the-employer-experience-user-interviews.md): Lead User Researcher: Alissa Rubin
- [Methodology](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/employer-experience-with-ui/landscape-of-the-employer-experience-user-interviews/methodology.md)
- [Key Takeaways](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/employer-experience-with-ui/landscape-of-the-employer-experience-user-interviews/key-takeaways.md)
- [Employer Experience: Digital Interactions](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/employer-experience-with-ui/opportunities-of-the-digital-ui-agency-employer-interactions-user-interviews.md)
- [Methodology & Note on Language](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/employer-experience-with-ui/opportunities-of-the-digital-ui-agency-employer-interactions-user-interviews/methodology-and-note-on-language.md)
- [Key Takeaways](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/employer-experience-with-ui/opportunities-of-the-digital-ui-agency-employer-interactions-user-interviews/key-takeaways.md)