Jack Shugrue | New Jersey DOL

Client

New Jersey DOL

Role

Research, Design

Date

2023

Team

Janice Cho

Elizabeth McDonald

Kirsten Nelson

Michael Crismali

Eryan Cobham

Project Lead

Semicolon Design Group

Development

Context

Collaborating with the state of New Jersey, our goal was to significantly enhance the clarity and user-friendliness of unemployment insurance mailed paper notices and email notifications.

What was first reported from claimants as a frustrating and confusing experience, became a much simpler, understandable, and navigable experience.

Impact

Ultimately, we provided clearer, mobile-friendly notices that motivated claimants to take timely action. This was crucial to ensure they received their full eligible benefits amount.

After beta-testing 74,000 emails, the redesign's benefits became clear:

28% increase of claimants opening the email

35% increase of claimants taking action on the email

106% increase of claimants completing their overpayment waiver applications

Ultimately, we provided clearer, mobile-friendly notices that motivated claimants to take timely action. This was crucial to ensure they received their full eligible amount.

After beta-testing 74,000 emails, the redesign's benefits became clear:

28% increase of claimants opening the email
35% increase of claimants taking action on the email

106% increase of claimants completing their overpayment waiver applications

Read more about the project and the process that lead to its success and adoption

Read more about the project and the process that lead to its success and adoption here

here

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Odyssey

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