Case Study

Impact stats:

• 65% reduction in call center volume for intermittent leave reporting since March 2024, saving

• 763 hours per month for DFML staff

Summary

Intermittent leave is when someone takes paid family and medical (PFML) leave in separate time blocks. For example, if an employee receives radiation therapy once per week, they may feel tired following therapy and need to take the rest of the day off. However, they may be able to work normal hours the rest of the week. In this case, the employee would likely take intermittent leave. 

Nava worked with the Commonwealth of Massachusetts Department of Family and Medical Leave (DFML) to improve experiences for applicants taking intermittent leave. Previously, applicants had to contact the call center to report their intermittent leave hours at the end of every week, resulting in long call center wait times, particularly during peak reporting hours. DFML wanted to make this experience more seamless for applicants, so they worked with Nava to implement a digital solution automating the process. The new experience is helping reduce call center volumes for intermittent leave reporting and allows applicants to report their leave as they take it. 

Approach

To implement a digital, automated solution for intermittent leave reporting, DFML took a phased and human-centered approach. Over three months, DFML worked with Nava to conduct design and user research. We also brought developers into the process early so they could inform design decisions with their technical expertise. Then, we helped DFML implement and test new features in phases, which enabled DFML to deliver value to the public sooner.

Throughout the project, Nava helped DFML meet continuously with their own staff and claimants. This allowed DFML to integrate user feedback into every step of the development cycle. 

Outcomes

By enabling applicants to report leave using the applicant portal, DFML helped reduce call center volume for intermittent leave reporting by 65%, saving 763 hours per month for DFML staff. The new feature also improves experiences for applicants by giving them more transparency around their leave and providing self-service options. 

Process

With DFML, we began this work by conducting discovery research that helped us define claimants’ needs and DFML’s goals. Next, we helped DFML conduct moderated usability tests with five participants, each of whom had experience taking intermittent leave. Simultaneously, we worked with DFML to conduct weekly design critiques, which helped us refine user flows and content. 

Once DFML was ready to implement and test the new experience, they followed a phased approach:

1. First, DFML built functionality into their existing applicant portal for reporting leave hours. 

2. Then, DFML introduced a feature that allows applicants to view their previously reported hours in the portal. 

The latter feature was crucial because it helped reduce applicants’ confusion around leave hours they already reported. This helps increase trust in DFML’s services. 

Conclusion

Providing an excellent intermittent leave reporting experience is critical to meeting the public’s unique needs. By shifting intermittent leave reporting into the applicant portal, DFML was able to deliver a more efficient and trustworthy experience for applicants and agency staff.