We've created resources to help states adopt modern design and development practices to better serve their customers. Here, learn more about promising practices for mobile friendliness, robotic process automation, using design systems, and more. 


  • Use qualitative research methods to identify pain points

    Read a case study about a recent project in Illinois where we conducted usability testing and observational research to bring extra detail, granularity, and depth to our understanding of the claimant experience.

  • Use dashboards to track customer experience metrics

    States are required to collect certain data points as part of administering the UI program, but adding CX metrics and tracking data over time can uncover opportunities to improve the claimant experience. These example dashboards provide helpful guidance for what a state might build.

  • Learn new approaches to mobile usability

    Learn about the benefits of mobile usability and different tactics you can use to improve your site's customer experience.

  • Improve how you communicate statuses to claimants

    Check out this Claim status playbook and prototype for guidance on getting started, incorporating claim-status tracking into your legacy system, and practical strategies to improve your processes and notifications. You can also access the prototype source code.

  • Change the front end without changing the back end

    See how New Jersey changed form questions and mapped the changes to existing database requirements without changing the backend. This enables changes on form questions without a significant tech overhaul.

    Change the front end

  • Go mobile friendly with media queries

    See New Jersey’s transformation to a mobile responsive UI application, and learn how to use cascading style sheet (CSS) media queries to improve your site’s mobile responsiveness without needing to upgrade your software stack or infrastructure.

  • Use automated quality and unit-testing tools

    One challenge in maintaining a complex system is allowing for changes to be made quickly, without putting the quality and stability of the system at risk. To meet this challenge, implement automated, real-time (or near real-time) quality feedback mechanisms.

  • Use a design system

    The U.S. Web Design System (USWDS) is a set of user interface components that makes it easy to build accessible and usable government websites.

  • Use surveys to improve your customer experience

    See how Illinois used thoughtful survey design and natural language processing to identify key customer experience issues in their online UI claim filing process.

  • Introduce thoughtful automation

    Learn how Robotic Process Automation (RPA) might benefit your program and get actionable tips for implementing RPA.

  • Make your program more equitable

    Learn more about the Equitable Access Toolkit, which features recommendations and leading practices for improving equitable access to UI services.

  • Incorporate Customer Experience (CX) principles

    Learn how to use CX principles to create a more usable and accessible UI system. This will help more claimants submit complete, accurate applications and will reduce administrative burden for your staff.

  • Track key CX metrics

    Learn about key metrics around task completion and ease of use for UI claimants' experience of initial applications and weekly certifications.

  • CX practices for improving document uploaders

    Using the U.S. Web Design System, DOL developed a demo to illustrate how CX principles can apply to document uploaders. Learn how to apply CX principles to build or improve these modules.

  • Reduce Administrative Waste

    Learn more about how the state of North Carolina reduced administrative burden by making iterative CX improvements.

  • Explore use cases for automation

    Many states are using Robotic Process Automation (RPA) to more efficiently process UI claims. Here, review ways that states have used RPA to more efficiently enter data, send notifications, assemble packets of information, and manage work queues.