Unemployment Insurance Modernization
  • Introduction
  • What we're reading
    • Language Access Resources
    • Tracking implemented solutions
  • Language Access Resources
    • USDR Language Access Support
    • AI Translation Assistants for Unemployment Insurance Benefits
    • Spanish Translation Guide for Unemployment Insurance
      • Using This Guide
      • Writing Inclusive Spanish
      • Writing Plain Spanish
        • Guidance For Word Choice
        • Guidance For Sentence Structure
        • Spanish Grammar Conventions
      • Designing Reader-Friendly Content for Spanish Speakers
      • Final Notes
      • USDR Language Access Support
      • Links to Resources
      • Spanish Translation Guide Changelog
  • Plain Spanish Glossary of Unemployment Insurance Terms
  • Multilingual Retroactive PUA Eligibility Resources for State Workforce Agencies
    • (English) Retroactive PUA – Claimant Communications
    • (Spanish) Retroactive PUA – Claimant Communications
    • (English) Retroactive PUA – Fact-finding content
    • (Spanish) Retroactive PUA – Fact-finding content
    • Retroactive PUA – Fact-finding form design
  • Unemployment Insurance Fraud Reporting
    • Unemployment Insurance Fraud Reporting Tool Kit
  • Identity proofing for UI agencies
    • Identity proofing introduction
    • Race and inequity in identity proofing methods
      • Background
      • Recommendation 1: Find and mitigate inequitable impact of identity fraud detection flags
      • Recommendation 2: Increase accountability for ensuring rightful claimants make it through the system
      • References and thanks
    • What is identity proofing?
    • Commercial uses of identity proofing
    • Process of identity proofing
      • Identity resolution
      • Identity validation
      • Identity verification
    • User experience of identity proofing
    • Identity proofing vendor comparison
      • Vendor analysis
      • Summary of vendor offerings
      • Deep dive: pricing
      • Deep dive: platform “bundling”
      • Deep dive: handling Social Security numbers
      • Deep dive: document verification
      • What’s next?
    • Appendix I: Vendor evaluation of key considerations
    • Appendix II: Vendor Evaluation of Supplemental Considerations
  • Additional Deep Dives
    • Effective Communication with UI Claimants Through a Standalone Case Management System
    • Sample Communications
    • Customer support mechanisms for UI agencies
      • Improved UX reduces inequity
      • Online appointment scheduling
        • Agency’s current solution
        • Other states’ solutions
        • Solution space
        • Deep dive: vendor “types”
        • Deep dive: pricing
        • Recommendations by category
      • Chatbots
        • Methodology
        • Types of online chat
        • Live chat
        • Free-text chat
        • Prompted chat
        • Support chat
        • Requirements
        • Best practices
        • Known results
    • Employer Interactions with Unemployment Insurance Systems
      • Landscape of the Employer Experience: User Interviews
        • Methodology
        • Key Takeaways
      • Employer Experience: Digital Interactions
        • Methodology & Note on Language
        • Key Takeaways
  • UI Journey Map & Recommendations
    • Introduction
      • The Journey Map
      • Methods & Acknowledgements
    • The Claimant Journey
      • Know what I'm eligible for
      • Submit my information
      • Certify Weekly
      • Receive Payment
      • Know my claim status
      • Receive Help
    • The Agency Journey
      • Validate Identity
      • Validate Monetary Eligibility
      • Interacting with Employers
      • Fact Finding
      • Update systems for new programs
      • Relationship with US DOL
    • The Employer Journey
  • Getting started with data
Powered by GitBook
On this page

Was this helpful?

Export as PDF
  1. UI Journey Map & Recommendations
  2. Introduction

Methods & Acknowledgements

PreviousThe Journey MapNextThe Claimant Journey

Last updated 3 years ago

Was this helpful?

This report combines research from many different sources, which are summarized below. It was compiled by Alyssa Levitz, Waldo Jaquith, and USDR but the underlying work was also done with the help of multiple volunteers and civil servants who can’t be publicly listed, but deserve credit for their work all the same.

We are indebted to the research that has come before us and are deeply grateful to those who have spent time speaking openly with us and given us the opportunity to support them.

  • USDR partnerships on 16 projects with 10 states, including:

    • A to help a state understand their backlog

    • for online appointment scheduling

  • Interviews with:

    • Subject matter experts

    • NASWA

    • DOL and UI Leadership in 6 states, referred to as States A - F in this report

  • and Strike Team Reports on the UI systems

  • Others’ detailed research:

    • “” by Julia Simon-Mishel and Maurice Emsellem from Philadelphia Legal Assistance; Michele Evermore and Ellen LeClere from the National Employment Law Project; and Andy Stettner and Martha Coven from The Century Foundation.

    • “” by Dana Chisnell of Project Redesign at the National Conference on Citizenship and Tara McGuinness of New America’s New Practice Lab

    • “” by Monée Fields-White, Vivian Graubard, Alberto Rodríguez, Nikki Zeichner, and Cassandra Robertson from New America’s New Practice Lab

Consulting on PUA implementations
Discovery Sprint
NJDOL Benefits Eligibility Tool
Vendor analysis
California EDD
Nevada DETR
Centering Workers--How to Modernize Unemployment Insurance Technology
Story-driven experience research on pandemic unemployment
Unpacking Inequities in Unemployment Insurance