Product Design & Operations Automation 2023-2024
Empowering Autonomy in Payroll Management
Transforming manual payroll corrections into automated self-service
Overview
Designed a comprehensive self-service suite that transformed payroll error correction from a manual, phone-based process into an automated digital experience. Created a guided modal system with three distinct paths (Delete, Edit, Reversal) that balances user flexibility with banking constraints, while automating fee calculation and status tracking.
The Problem
Once a payroll ACH file was sent to the clearinghouse, clients lost all digital control. To correct any error—whether a wrong bank account number or incorrect check amount—clients were forced to call the Payroll Operations team. This created high anxiety for clients during 'wait-and-see' periods, consumed hours of manual labor for Operations processing Salesforce cases, and increased the margin for error in manual financial reversals. The system also failed to consistently capture service fees, resulting in lost revenue.
My Role
Principal UX Designer & UX Writer. Led end-to-end design strategy, created the three-path modal architecture, wrote all microcopy and status messaging, and collaborated with Engineering and Payroll Operations on business logic implementation.
Process
- Analyzed support cases to identify the most common payroll error types and correction needs
- Mapped operational workflows to understand manual process bottlenecks and fee structures
- Designed branching logic based on payroll status and timing (pre-cutoff vs. post-funding)
- Created modular modal system with three distinct paths: Delete, Edit, and Reversal
- Implemented automated fee calculation ($65 full deletion, $35 per check/reversal)
- Developed real-time status dashboard that mirrors Salesforce updates for transparency
Design Decisions
- Three-Path Modal Architecture
- Designed intelligent routing based on user intent and payroll status: (1) Delete path for full/partial removal before cutoff, (2) Edit path for bank details and amount corrections, (3) Reversal path for pulling back already-funded payments. Each path has distinct logic, fees, and constraints appropriate to banking timelines.
- Fee Transparency & Automation
- Made financial implications crystal clear before confirmation. Automated fee calculation and posting to eliminate manual entry errors and revenue leakage. Used explicit language: 'A fee of $35 per ACH transaction will be applied. This fee is non-refundable regardless of reversal success.'
- Real-Time Status Dashboard
- Created status tracking that answers 'Where is my money?' without requiring phone calls. Users can monitor reversal progress, wire status, and NSF detection in real-time. This transparency reduced anxiety and support volume while building trust in the automated system.
Results
This project exemplifies digital transformation in fintech operations. By moving from 'Call to Request' to 'Click to Resolve,' I empowered clients with autonomy during high-stress financial moments while simultaneously reducing operational burden. The modular design accommodates the rigid constraints of banking timelines while maintaining user flexibility. The automated fee system ensures consistent revenue capture, and the status dashboard builds trust through transparency. This self-service suite became a competitive differentiator, demonstrating that thoughtful UX can transform back-office operations into user-facing value.
Deliverables
- Three-path modal system (Delete, Edit, Reversal flows)
- Real-time status dashboard with Salesforce integration
- Payroll Funding Dashboard with NSF detection