Modernizing Massachusetts' Public Workforce System
Reimagining how workforce services are delivered through research-driven, AI-enabled transformation.
Problem
MassHire's workforce services were fragmented across disconnected systems and processes, creating inefficiencies for staff, jobseekers, and employers. This project aimed to uncover key pain points and define a future-state experience that simplifies service delivery and improves workforce engagement.
My Role
As the Lead UX Researcher and Designer, I drove the discovery phase of the project by leading a human-centered research initiative across the workforce ecosystem. Through interviews, focus groups, site visits, ride-alongs, and stakeholder workshops, I uncovered key user needs and pain points that informed the future-state service strategy and modernization roadmap.
Process
Discover → Define → Design → Deliver
Discover
Conducted interviews, focus groups, site visits, and surveys across the workforce ecosystem.
Identified user needs, service gaps, and barriers to workforce participation.
"It took me two years to get comfortable with MOSES and I am still learning how to use it almost 5 years after joining"
Define
Synthesized research into key themes, pain points, and opportunity areas.
Developed an opportunity matrix to prioritize initiatives based on impact and feasibility.
Design
Created future-state workforce concepts and service delivery recommendations.
Defined opportunities for skills-based matching, self-service, and streamlined user journeys.
Deliver
Translated insights into strategic recommendations and a modernization roadmap.
Aligned stakeholders around a shared vision for improving workforce services statewide.
Solution
The solution reimagines MassHire as a connected workforce ecosystem that leverages AI, modern technology, and data to improve how jobseekers, employers, training providers, and state agencies interact. By combining AI-enabled self-service tools with in-person support, it streamlines services, reduces administrative burden, and improves job matching outcomes.
MassHire’s Single Front Door for All Users
Access all of MassHire’s services in one location
for all user groups: staff, jobseekers, employers, and training providers.
Staff – Jobseeker 360 View
See all aspects of MassHire jobseekers in one
place.
Jobseekers – Job Recommendations
Use AI tools to recommend jobs to jobseekers.
Jobseekers – Virtual Assistant
Get instant support from an AI-enabled assistant.
Employers – Candidate Matching
Use AI tools to match with the most qualified
candidates.
Training Providers – Job Matching
Use AI tools to match programs with employers’
needs.
Outcome
The outcome defines a shift from a reactive workforce system to a proactive, AI-enabled ecosystem where jobseekers are matched to in-demand roles through skills-based pathways co-designed with employers and training providers. This future state reduces unemployment gaps, improves job readiness and placement speed, and strengthens MassHire’s role as a trusted connector across the Massachusetts labor market.
Feedback
Mehar has been a pleasure to work with on the MA EOLWD project. She has been a great resource in our research activities, always willing to participate or lead a conversation with the client and their stakeholders. She provides keen insight and has been a valuable part of our team.
[Name redacted]
Project Manager