Examples of improved application questions

The following are application questions that claimants often find confusing or challenging. Here, review before and after versions of some common initial application questions and learn more about why we made the recommended changes. You can also review our full initial application question bank to see a comprehensive collection of original and revised application questions.

Employment: asking about "other pay"

Needs improvement: As of your last day of work, were you entitled to or did you receive bonus, commission, vacation, or sick pay?
Better: Did you get any other types of payments from your employer after you stopped working for them?

If claimant selects YES, they will be routed to a question that asks them to indicate the type(s) of other pay they received, which can also include checkboxes with the various types of other pay

Claimants may be more likely to think about "other types of payments" (in other words, any sort of money received from a former employer) rather than specific payment types, as called out in the original wording of the question.

Principles used: Plain language, mental model, brevity, one-concept question, tone

Employment: Reason for separation

Needs improvement: Please select the reason for separation.

Better: Why did your job end or your hours change?

"Reason for separation" is not a phrase most claimants would use and isn't how claimants think about no longer working for their employer. The rewritten version of the question uses language that claimants are likelier to use. In addition, claimants may not know that they could be eligible for UI benefits if their hours are reduced; this rephrased question includes mention of a reduction in hours as one possible context for eligibility.

Principles used: Mental model, tone, plain language, jargon

Able and available

Needs improvement: Are you able and available for work?

Better: If you were offered a job, could you start working right away?

Claimants could be confused by this stacked question, especially if they have different responses to each of the sub-questions (able and available). In addition, claimants may answer inaccurately depending on their interpretation of what "able" and "available" mean. The rephrased version of the question is more straightforward – claimants only have to respond yes or no regarding whether they could start working right away.

Principles used: One-concept question, general clarity

Disability for UI

Needs improvement: Are you a person with a disability?

Better: Are you a person with a disability? Does this disability prevent you from working?

If claimant selects YES to the first question, they will be routed to the second question.

The important part of this question isn't whether the claimant has a disability, but rather, whether that disability is preventing them from finding and accepting work. Additionally, the original version of this question may incorrectly assume that claimants with disabilities cannot work. Clarifying this question acknowledges the fact that people with disabilities are an important part of the workforce.

Principles used: General clarity, inclusiveness

Union membership and status

Needs improvement: Are you a member in good standing of a trade union and do you use a hiring hall to find work?

Better: Are you a member of a union?

If the claimant selects [YES] ask for the union name and number and if they are required to find work through a union hiring hall (a job placement office operated by their union).

Stacked questions (questions that actually contain multiple questions) can be confusing for the claimant, especially if a claimant has different responses to each of the subquestions within the singular question. The revised version of the question provides contextual help to the claimant in the form of a parenthetical definition of a union hiring hall.

Principles used: One-concept question, tone, general clarity, contextual help

Demographics: Race

Needs improvement: What is your race?

Better: Choose the race(s) you most closely identity with.

The rephrased version of the question allows claimants to indicate all the races they identify with, rather than requiring them to choose only one, which may help claimants more accurately describe their identities.

Principles used: Brevity, inclusiveness

Occupation: Job search

Needs improvement: Please enter the occupation that best matches the goal of your job search in the box below and click "Submit." Then, select the option that most closely matches this occupation.

Better: Enter the title of the job you hope to find and choose the option that best matches what you entered.
Add help text below this question explaining why this question is being asked and what the information will be used for

Claimants may find the term "occupation" confusing or overly formal and may experience anxiety as they try to find an occupation that reflects how they think of their work. Using the term "job title" instead of “occupation,” encouraging claimants to find their "best match" in the search results, and providing context about how the information will be used may ease some confusion and anxiety.

Principles used: Plain language, brevity, inclusiveness, tone