Nebraska Department of Labor Unemployment Insurance Equity Grant Project
Unemployment Insurance (UI) is a critical benefit that provides temporary assistance to people who have lost their job through no fault of their own. These benefits can help provide some financial stability during a period of economic upheaval. However, many people have difficulty navigating the UI system. This is especially true for individuals from historically marginalized communities. Increasing equitable access to UI benefits for all eligible individuals requires UI systems to design program operations that meet a wide range of participant needs.
AIR is collaborating with the National Association of State Workforce Agencies’ Center for Employment Security Education and Research to support the Nebraska Department of Labor (NDOL) with the implementation of its UI Equity Grant. The project aims to address unintentional communication barriers and facilitate equitable access to NDOL’s UI program. Central to this effort is AIR’s work redesigning approximately 400 of the materials that NDOL uses to communicate information and instructions about UI benefits to UI claimants.
(Re)designing processes in one project within one system can spark state interest in changing and aligning adjacent systems. We are continuing to find more ways to support states in transforming their workforce programs to better meet the needs of the populations they serve.
The AIR team began with a set of discovery activities focused on developing a better understanding of UI claimants’ journey and experiences with the UI system and the contexts in which they operate. This discovery phase involved:
- Analyzing available administrative data;
- Reviewing publicly available UI materials;
- Mapping the UI customer journey; and
- Conducting focus groups and interviews with staff and claimants.
After this initial phase, the AIR team conducted a systematic review and revision of both the design and language of the materials. AIR infused behavioral insights, plain language, and human-centered design (HCD) principles to increase the readability and usability of the materials. AIR then conducted iterative rounds of user testing for a subset of the revised materials with UI claimants and frontline staff. AIR made further revisions based on findings from the user testing.
The result is a comprehensive set of UI claimant-facing materials that are easier to read, understand, and act on. Additionally, the AIR team is developing a monitoring plan and desk aid for staff to support NDOL with producing and maintaining more accessible communication materials.
Insights and Impact
- This project is expected to improve the materials NDOL uses to communicate information and instructions to UI claimants. The redesigned materials will make it easier for UI claimants to understand the status of their UI benefits claim and what they need to do to obtain and maintain access to those benefits.
- This project has also sparked NDOL’s interest in other improvement efforts. Based on insights from the discovery activities, NDOL is making changes to their call center to reduce call waiting time. In addition, NDOL is incorporating behavioral insights and HCD into other parts of the agency.
Fours steps pictured are Discovery, Materials Review and Revision, Usability Testing and Qualitative Research, and Support Implementation
This image outlines the four-step process in AIR’s workplan for applying behavioral insights to review and revise NDOL’s communication documents.
