Project overview

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Preliminary Outcomes:

Service blueprint, guiding next phase of research

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Year: Oct. 2023

Role: UX Researcher

Research Methods: Usability and Interview Hybrid Testing

Tools: Mural, Figma, EnjoyHQ, Azure DevOps Server, Microsoft Teams

In collaboration with: 

       US Digital Response team: UX Designers, Product Owner, Content Writer

        State of Maryland team: UI Systems Director, Directors of UI Benefits and Project Manager

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Context: 

From 2002 to 2022, there has been a notable 17% decrease in the number of unemployed workers receiving unemployment benefits nationwide. While the shift from in-person to online processes has yielded several advantages, it has also given rise to various barriers during this transition from traditional methods to technology.

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One such challenge is evident in the state of Maryland, where users have faced difficulties filing for unemployment online. Recognizing this issue, the state has proactively invested in redesigning its unemployment portal to enhance user experience and streamline the application process.

 

Purpose of Study

​Redesign the unemployment portal to optimize usability

• Reduce the amount of users calling the call center by making site more user friendly

• Decrease drop off rates and increase application completion 

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Research Process:

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Kick off meeting

• Learn State of Maryland's goals and business objectives

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Following meetings

• Learn about user flow

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First Step:

Mapped 20+ step user flow and conducted a heuristic evaluation alongside UX Designer

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