Listening to Our Customers is How We Modernize

Direct customer feedback is integral to our work to improve service levels for the millions of Californians who rely on the EDD for access to vital resources in times of need.

As we work toward improvements in the benefit application process, we have established an innovative team of Customer Experience and User Experience professionals. These specialists are conducting extensive customer research. They have interviewed past customers, new applicants, advocates, and community-based organizations—all who have contributed to nearly 5,000 hours of research and testing. Results were meticulously analyzed, and insights have already informed the design of the new myEDD portal as well as important changes to come in all areas of our benefit applications. The redesign of these and other vital forms is a high priority for EDDNext.