Oregon.gov

A redesign of the unemployment page

Project Overview

The objective of this project was to improve the unemployment section of the Oregon.gov website, in order to optimize its usability and help diminish the burden experienced by users who are currently facing a difficult period in their lives.

Figma Prototype

Role

UX Researcher
UX Designer
User Testing
Information Architect

Tools

Figma
Figjam
Google Suite

Team

I was part of a team of 8 designers and researchers, collectively driving the project forward with collaborative synergy.

Problem

The website's information was dense, excessive and outdated, causing confusion for users trying to locate relevant information.

Solution

Team research found the Oregon.gov unemployment website needed a new navigation system to enhance user experience and reduce clicks. Hover features were added to address text-heavy pages and improve consistency with the rest of the site

Impact

Clicks reduced from 4 to 1 for locating the online claim system.

Time to locate the call-to-action (CTA) for filing a claim decreased from an average of 48 seconds to just 9 seconds.

Increased efficiency with the inclusion of FAQ and Help Videos.

Resulted in increased user satisfaction.
Overall experience became more positive.

Before and After

We added a new navigation system with consistent style elements to match Oregon.gov. We used hover animations to display essential information and reduce text density, resulting in a modern and improved user experience.

Link to Full Figma File

Before

After

Before

After

Before

After

Additional Frames

We created a user account system for convenient access to essential information and a checklist for an easy unemployment application process. The system has dedicated navigation for easy access to all account holder areas.

Problem Statement

John is a 42 year old inventory specialist in Oregon with a chronic health condition who has recently been laid off due to workforce reduction. He has never filed for unemployment, and the amount of information on the website is overwhelming and confusing. He is not sure where to start.

Journey Map Insights

John is worried because of a layoff, he needs an income.

Looks on unemployment site in order to file a claim.

Unfamiliar with the process, needs to locate benefits estimator and needs help from FAQ.

Application is text heavy and user feels overwhelmed.

Not enough information for each step, needs to refer back to FAQ.

John wants to use job search but cannot sort jobs based off his needs.

The Redesign

We analyzed the website and identified areas for improvement in the informational architecture to enhance user flow and align with user needs. We also aimed to establish consistency with Oregon.gov's design styles.

1. Navigation bar has too much information.

2. The hero image's visual style doesn't match the government website's content style.

3. The yellow text bar could be perceived as overly cautious and unfriendly to new users.

4. The content flow could be enhanced to better align with the needs and preferences of the user.

5. Chat bot for help only appears on the Unemployment Insurance page and no others.

6. Similar information is grouped effectively in some areas, but not consistently across the site.

Official Oregon.gov website

Initial Sketches

Following an analysis of the existing website and the desired improvements, we created preliminary sketches as a starting point for ideation, before moving on to a more detailed and high-fidelity version.

Re-organization of Content Hierarchy

We reviewed the information architecture, grouped similar content, and reorganized the structure to improve user flow for a more intuitive experience.

Style Guide

Our design focuses on cohesive colors that convey a sense of safety and trust and align with the official government website. We prioritize accessibility by carefully choosing fonts and sizes, using bold fonts and verifying contrast levels. Our goal is to create a user-friendly environment for all.

Next Steps

It may be beneficial to conduct further testing with a larger and more diverse group of users to validate the findings and ensure the redesign is meeting the needs of a broader audience

The implementation of user tracking tools could also provide valuable insights into user behavior and inform future design decisions

Ongoing monitoring and updates to the website could help ensure that it remains user-friendly, accessible, and aligned with the needs of its users over time.

Create design consistency throughout the entire unemployment website by minimizing text density and simplifying overwhelming content on all pages.

Final Thoughts

The Oregon state unemployment website redesign showcases the positive impact of user-centered design on public services. The iterated website improves the user experience for citizens seeking information and services, with a focus on accessibility and inclusion for all users. Research and analysis played a crucial role in understanding user needs and pain points, highlighting the importance of prioritizing user feedback throughout the design process. Overall, the redesign enhances efficiency and effectiveness.

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