All work
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.
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.