CT Paid Leave Website

Home page scroll through of CT Paid Leave website

CT Paid Leave Website

The Connecticut Paid Leave (CTPL) program is a vital support system for workers navigating life’s significant events. However, its website faced challenges with high claim denial rates due to incomplete documentation, overwhelming information, and accessibility barriers. In collaboration with Tyler Technologies, I led a comprehensive redesign, creating an accessible and user-focused platform that simplifies the claims process, educates small business owners, and provides intuitive navigation for all users.

* Due to a non-disclosure agreement, information on this project is limited.

Project Overview

Project Duration:

1 Year

Platform:

Sitecore

Target Audience:

Mixed Audience

Delivery Method:

Self-Paced eLearning

Core Contributions:

Accessibility Compliance, Content Design, Consulting, Design Thinking Workshop Facilitation, Instructional Design, Project Management, User Experience (UX) Design, Web Design

Key Deliverables:

Wireframes (Low-Fidelity), Interactive Prototypes, Design System Documentation, Component Libraries (Figma, Sketch, etc.), Accessibility Guidelines, Interactive Learning Resources (Quizzes, Exercises), Accessibility Audit Report, WCAG Compliance Documentation, Usability Testing Summary, User Personas, Stakeholder Presentation (Progress Updates)

Design Process

Needs Analysis

The Connecticut Paid Leave (CTPL) program faced significant challenges that impacted its usability and accessibility. Key issues included high claim denial rates due to incomplete document submissions, overwhelming content that confused users, and accessibility barriers stemming from an over-reliance on PDFs and non-compliant navigation. Additionally, users struggled to understand the steps required to submit claims and small business owners found remittance responsibilities unclear.

The project’s main goals were to:

  1. Clarify necessary documents for various leave types.
  2. Simplify information presentation and enhance accessibility.
  3. Reduce reliance on PDFs by creating accessible web pages.
  4. Improve the overall user experience and usability of the website.

Learner Characteristics

Target Audience and Motivations

Workers and Families

Navigating the claims process for paid leave benefits.

Motivations: Successfully file claims and receive timely benefits.

Small Business Owners

Managing contributions, compliance, and employee support.

Motivations: Ensure compliance, avoid penalties, and support employees.

Sole Proprietors

Instructions to opt into the program, estimate benefits, and report wages.

Motivations: Understand eligibility, requirements, and responsibilities.

Human Resources, Healthcare, and Social Work Professionals

Supporting workers and families through the claims process.

Motivations: Assist others efficiently and confidently.

Learning Preferences

Icons, step-by-step guides, and infographics simplify complex processes.

Interactive tools like the Application Document Checklist provide active guidance.

Role-specific tabs and contextual links deliver immediate, relevant content.

Multilingual content and screen-reader-friendly design ensure accessibility for all users.

Learning Objectives

  1. Guide workers and families through the claims process, helping them identify required documents and meet submission deadlines.
  2. Teach small business owners and sole proprietors how to report wages, remit contributions, and meet compliance requirements.
  3. Deliver role-specific, easy-to-follow content through tools like checklists, step-by-step instructions, and visual aids.
  4. Ensure accessibility for multilingual users and individuals with disabilities by offering screen-reader compatibility, captions, and translated content.
  5. Break down complex processes into smaller, clear steps to reduce confusion and frustration.

Message Design

Design Principles

  • Develop an intuitive, accessible design system to ensure consistent user experience.

  • Use consistent branding and clear typographic hierarchies to create visual clarity.

  • Focus on accessibility by adhering to ADA guidelines, ensuring compatibility with screen readers and other assistive tools.

Content Strategies

  • Simplify complex governmental language using plain, actionable content.

  • Create instructional content that breaks tasks into clear, step-by-step guidance.

  • Support multilingual users with translated content, ensuring inclusivity and clarity for non-English speakers.

Core Features

Consistent Navigation

Modular content structure and intuitive navigation help users find relevant information quickly.

Clear Visual Aids

Infographics, icons, and videos reinforce key information and make processes easier to follow.

Task Sequence

  1. Users start with tutorials, videos, and a glossary to understand the program.
  2. Key tasks, such as filing claims, are broken into manageable steps with visual panels and numbered lists.
  3. Features like the Application Document Checklist adapt to user inputs, showing examples and steps tailored to their needs.
  4. Tabs on the Resources Page direct users to guides, FAQs, and tools based on their role.
  5. Simplified navigation, translated content, and visual aids ensure all users can find and understand the information they need.
  6. Contextual examples and clear instructions help users complete tasks confidently.

Resource Materials

Guides and Tutorials

Step-by-step guides, videos, and podcasts simplify tasks like filing claims and calculating benefits.

Interactive Tools

  • The Application Document Checklist adjusts dynamically based on user selections.
  • Step-by-step panels provide visual and written instructions for key processes.

Infographics and Cheat Sheets

Quick, clear overviews for complex topics like eligibility, benefit calculations, and compliance.

Role-Specific Resources

  • A centralized Resources Page organizes content by user role.
  • Contextual links throughout the site connect users to related tools and support.

Implementation Plan

  1. Analyze user needs through interviews, surveys, and analytics.
  2. Collaborate with stakeholders to align goals.
  3. Ensure compliance with ADA standards at every stage.
  4. Replace PDFs with clear, web-friendly content.
  5. Post-launch testing and ongoing feedback for improvements.

Evaluation Methods

Usability Testing

Testing navigation and content clarity with diverse users.

Analytics Tracking

Monitoring site usage and user behavior.

Accessibility Audits

Verifying compliance with ADA guidelines.

Stakeholder Feedback

Collecting input from stakeholders to refine content and design.

Results and Impact

Project Outcomes

The redesigned CTPL website launched in September 2023, delivering measurable improvements:

Home page scroll through of CT Paid Leave website

increase in claim submissions.*

0 %

claims approved, up 5.47% from 2023.*

0

Reflection

Project Insights

"The level of detail in your [Keisha’s] work on designs, accessibility, and information architecture while addressing client needs demonstrated genuine thought leadership. I truly value the effort you [she] put in."
Mike Provencher
Director of Technology at NIC CT, Tyler Technologies

Successes

  • Framing the website as an instructional tool empowered users to navigate complex processes independently.
  • Accessibility-first design significantly improved user outcomes and satisfaction.

Areas for Growth

  • Expand multi-language support to serve additional non-English-speaking populations.
  • Conduct future iterations of usability testing to refine advanced features like the portal login process.