The COVID-19 unemployment crisis impacted thousands of Massachusetts residents across the state, making the Department of Unemployment Assistance more important than ever before. Their main focus was instantly centered around the commitment to everyone who had been economically impacted by the pandemic. To help DUA, we defined a new tone and voice for them; emphasize, reassure, and instruct. This new voice was brought into the unemployment user guide, which I redesigned into a more streamlined visual system that focuses on clear hierarchy and instructions for applying for unemployment assistance.
