Published: September 29, 2026
Customers told us the end of the online unemployment certification process was confusing. We listened, and changed it.
We updated the certification screen to make it clearer when customers want to stop their unemployment benefit payments. The header now says Stop Benefit Payments instead of Continue Benefits, making it easier for customers to understand what the checkbox does and when to select it.
It may seem like a small change, but clear language matters. When someone is completing an important task like certifying for unemployment benefits, they should not have to stop and figure out what a question or button means.
Our goal is simple: Put customers first and make every step as clear and easy to understand as possible.
A Small Change That Makes a Big Difference
The change builds on broader improvements EDD made to the online unemployment certification experience in April. We updated questions, simplified language and added clearer guidance to help customers complete their certification with greater confidence.
Since those improvements launched, customers have used the Help icon 54.5% less often during the online certification process. Fewer customers stopping to look for additional help is an encouraging sign that the experience is becoming easier to navigate. But we know improving the customer experience is ongoing, and the changes haven’t stopped there.
Listening to Customers and Improving
Customer feedback helped us identify another opportunity to make the certification process clearer. We heard our customers experience a barrier in the process firsthand.
After looking into the customer feedback, we found that at the end of the certification, the header said Continue Benefits. The disclaimer underneath asked customers to select a checkbox only if they no longer needed unemployment benefits after those two weeks. The wording could be confusing because the action customers needed to take was actually about stopping their benefit payments.
So we changed it.
We updated the header to Stop Benefit Payments, more directly telling customers what the checkbox does.
We immediately heard from a customer in our myEDD certification survey after the change was made:
Wow, you folks actually updated the Continue Benefits to a clear unmistakable Stop Paid Benefits. Good job!! So many users [moving fast] probably saved. Feedback comments actually taking effect is a good sign for this program.
We’re keeping a close eye on customer feedback and other metrics to make sure the change is working as intended and making the certification process clearer and easier for customers.
Customer-Centered Modernization
This is what a customer-centric Department looks like. When customers tell us something isn't working as well as it should, we listen and make a change. Then measure to see if the change is helping customers.
Modernization isn't just about new technology. It's about whether a person can sit down at a computer or pick up their phone, understand what they're being asked and complete the task without unnecessary confusion. Putting customers first means continually looking for those moments where we can make government services clearer, simpler and easier to use. And when customers tell us there's another opportunity to improve, we'll keep listening.
Stay Updated with Our Improvements
This is just one example of how EDD is continuing to modernize services around the people who use them. We’re working to make government services simpler, more accessible and easier to navigate.
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