Organization
Civilla
Client
Michigan Unemployment Insurance Agency (UIA)
Challenge
Accessing unemployment benefits is often complex and overwhelming. While many community organizations already supported claimants, their roles and capabilities varied widely, leading to inconsistent experiences and gaps in service. UIA needed a cohesive strategy to formalize these partnerships and expand their impact.
Approach
1. Discovery & Research (Phase 1)
We conducted mixed-method research to understand the needs of community partners and UIA staff. Insights revealed the necessity for structured training, clearer partner roles, and direct access to UIA expertise.
2. Co-Design & Prioritization (Phase 2)
Through a series of facilitated workshops, we collaborated with UIA leadership to shape the future of the program. Activities included:
Co-design sessions to envision the future-state experience.
Prioritization exercises to align service offerings with program goals.
Card sorting to validate partner types and responsibilities.
SWOT and future-forecast activities to assess risks and opportunities.
These workshops culminated in a shared strategic vision and consensus on program structure. The facilitated discussions helped define navigator roles, service offerings, and recruitment strategies.
3. Strategic Guidance & Future-State Design
Building on research insights, we delivered a comprehensive Strategic Guidance publication outlining the program’s structure, governance, and implementation roadmap.
Outcomes
Tiered Partner Framework
We developed a scalable model categorizing community partners based on their level of expertise and support:
what they do | examples of support | |
Foundation | Provide access to space and technology. | Hosting events, offering internet access |
Bridge | Offer basic guidance and referrals. | Navigating the UI system, answering common questions |
Keystone | Deliver expert, end-to-end assistance. | Claim filing, complex case support |
This framework enabled UIA to tailor training, resources, and communication strategies for each partner type.
Future-State Journey Map
To visualize how the Navigator Program would function, we created a future-state journey map illustrating the end-to-end experience of community partners and claimants. The map highlights key touchpoints such as onboarding, training, direct support channels, and ongoing collaboration with UIA.
Strategic Recommendations
Establishing a formal Navigator Program within UIA.
Implementing tiered and ongoing partner training.
Creating a dedicated advocacy and support channel.
Developing governance and staffing structures.
Introducing metrics for continuous program evaluation.
Identifying opportunities for future initiatives and partnerships.
Imact
Organizational Impact
Established a shared vision for a statewide Navigator Program.
Provided UIA with a clear implementation and governance roadmap.
Strengthened alignment between UIA leadership and community partners.
Enabled data-driven decision-making for future program development.
Community Impact
Expanded equitable access to unemployment support.
Increased the capacity of trusted community organizations.
Reduced barriers for historically underserved populations.
Design Impact
Demonstrated how service design can guide policy and systems transformation.
Created reusable frameworks and tools for future initiatives.
