Georgia Department of Labor

The Georgia Department of Labor’s (GDOL) Unemployment Insurance Claimant Portal allows unemployed Georgians to apply for and claim unemployment benefits.

Timeline:

1 Week

Role:

UX Designer

Impact

Enabled GDOL to better serve 170,000+ unemployed Georgians annually by translating their web portal into an accessible, native iOS mobile experience

Project overview

The GDOL Unemployment Insurance (UI) Claimant Portal is crucial for providing financial support to unemployed Georgians, but its lack of mobile optimization makes accessing benefits tedious and frustrating for mobile users.

Problem

How might we optimize the GDOL Unemployment Insurance (UI) Claimant Portal for a native iOS experience that is seamless, accessible, and user-friendly?

Issues

  • Inconsistent design reduced readability & increases user errors

  • Confusing navigation includes unnecessary elements resulting in a double navigation

  • Lacks mobile optimization reduces accessibility and preferring desktop usage

  • Disjointed claim process results in unclear flows, causing missed steps and leading to denied benefits

  • Lack of progress indicators lead to early form abandonment and incomplete submissions

  • Unclear submission feedback increases errors and resubmissions

Results

For GDOL

  • Increase in denied claims, appeals, and resubmissions

  • More submissions requiring external assistance

  • Increased workload and administrative burden

For Users

  • Unemployed Georgians miss benefits they need

Challenges

Adapt a web application into a mobile-first iOS native experience using Apple’s Human Interface Guidelines, while preserving GDOL’s brand and improving the user experience for Unemployment Insurance claimants.

Mobile RedeSIgn

A high-fidelity prototype of the GDOL Unemployment Claimant Portal web application optimized for a Native iOS mobile experience.

Solution

  • Improved Accessibility

    • Mobile app ensures access beyond desktop users

  • Clear & Simple Navigation

    • Reduces unnecessary scrolling and confusion

  • Error Prevention

    • Guided flows and clear submission indicators minimize mistakes

  • Streamlined Claims Process

    • Direct path to report weekly search activities prevents missed steps

  • Progress Indicators

    • Keeps users on track and prevents incomplete submissions

Brand Identity

typography

Native Considerations

  • Gestures

    • Intuitive swipe and tap gestures for easy navigation

  • Font Size & Legibility

    • Minimum font size of 13 pt improves readability on smaller screens

  • Margins & Spacing

    • Proper padding and margins maintain a clean interfaces

  • Native iOS Components

    • Page Controls

    • Popup Buttons

    • Progress Indicators

Risks & Complications

  • Development Time & Resources

    • Cannot reuse desktop components, requiring a mobile-first rebuild

    • Need for iOS developers proficient in Swift

  • Limited Platform Support

    • iOS specific design requires future Android app for full accessibility

  • Consistency Across Platforms

    • Desktop portal needs updates to align with mobile

  • User Adoption & Training

    • Onboarding to ensure smooth adoption

  • Compliance & Security

    • Handling sensitive claimant data requires strict security measures

    • Must ensure compliance with state and federal regulations

Result

Users

Higher completion rates:

  • More approved claims

  • More unemployed Georgians receiving benefits

GDOL

  • Reduced error-driven claims, appeals, and resubmissions

  • Lower administrative workload and increased efficiency