Connecticut Paid Leave is a foundational pillar for the state’s workforce, providing crucial support for employees during pivotal life events. In collaboration with NIC CT (Tyler Technologies), we set the stage for a transformed digital experience that not only adheres to the highest web accessibility standards but also serves as a guiding hand for families and individuals navigating the complexities of paid leave in Connecticut.
The Connecticut Paid Leave (CTPL) program initially experienced a high rate of claim denials, primarily due to users failing to submit required documents. This problem pointed to a website many found too complex to navigate successfully. As a quasi-government agency with stringent web accessibility standards, its online platform must be inclusive and understandable for all users. Our mission was to overhaul the site to align with ADA standards, streamline all process information for clarity, and educate stakeholders on effectively engaging with the program’s resources.
Direct conversations with CTPL’s call center representatives shed light on user pain points, which became pivotal insights for our redesign strategy. Through a series of inclusive design thinking workshops that brought together diverse organizational voices, we constructed eight detailed user personas. These personas, each with unique goals for interacting with the CTPL website, served as our compass for restructuring the online experience.
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