MA Department of Unemployment Assistance

The COVID-19 unemployment crisis impacted thousands of Massachusetts residents, placing immense pressure on the Department of Unemployment Assistance (DUA) to support those affected. In response, DUA needed to streamline their communication efforts to provide clear, empathetic, and actionable guidance for individuals applying for assistance during the pandemic.

As the Art Director and Designer, I led the development of a new tone and visual system for DUA. We redefined their voice to focus on empathy, reassurance, and instruction, helping users feel supported through the complex process of unemployment assistance. I redesigned the unemployment user guide to enhance clarity and accessibility, creating a streamlined visual hierarchy that made key steps and instructions easy to follow. This redesign emphasized simplicity, helping users navigate the system with greater confidence and ease.

The new user guide improved the DUA's ability to communicate clearly with thousands of individuals across the state. By aligning the tone with the visual design, we created a cohesive guide that provided support, reassurance, and clear direction. The streamlined system allowed applicants to access the information they needed efficiently, helping DUA better serve the community during a critical time.