UX/UI Consultant
California Unemployment Insurance Portal
Streamlined how California's employers, unemployed and disabled workers appeal benefit and payroll tax determinations — accessible, supportive, and faster.
Role
UX/UI Consultant
Duration
Jun – Jul 2022 · 2 months
Platforms
Web, Mobile
TOOLS
Figma, Salesforce
The challenge
How can a government appeals process be simple, fast and supportive — for people often in crisis — while meeting strict legal and accessibility requirements?
Approach
- 01Simplified the appeal submission into a guided, plain-language flow.
- 02Designed status tracking so users always know where their case stands.
- 03Built a help layer that surfaces answers in context, reducing call-center load.
My role
I led this project end-to-end. I partnered with stakeholders to refine requirements, then drove the work from wireframes through mid- and high-fidelity mockups and clickable prototypes — presenting at every milestone across multiple rounds of stakeholder review. I sat in on feasibility conversations with engineering to keep design intent intact, and supported the build cycle through ongoing design QA on the implemented product.
Want the full story?
The deeper case study includes the research process, competitive audit, screen-by-screen audit of the original experience, survey findings, and final design rationale. Available on request.