Payroll correction self-service (ADP)
Payroll correction self-service (ADP)
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Research goal: identify changes to pay correction tool to fit needs of payroll admins
Research goal: identify changes to pay correction tool to fit needs of payroll admins
Current tool used by customer service reps to adjust prior quarter payments (test account - dummy data)
Problem statement: Payroll admins currently have to call customer support to adjust payments that were processed in a prior quarter. There is no way for them to do it themselves in the product, and calling customer support takes longer and is inconvenient.
Assumptions:
Providing a self-service tool to make payment adjustments provides a better experience than calling customer support to do this task.
Tool that customer support reps use to do this task will need to be enhanced for payroll admins
Customer support reps do this task frequently and know all the ins and outs
Payroll admins rarely do this task and will need more guidance
Research questions:
Can payroll admins complete payment adjustment tasks in the tool that customer support currently uses?
Where do payroll admins get stuck, where are they confused, what is adding friction?
Where and how should the customer support tool be changed to fit the needs of payroll admins?
Entry point of payment adjustment tool: where should it be in the larger context?
Methodology: Consecutive 2-week research sprints + Delegation of research tasks
Methodology: Consecutive 2-week research sprints + Delegation of research tasks
My responsibilities:
Project management
Project management
Delegate research tasks among stakeholders (Product, Dev, UX Design, UX Writing)
Prepare stakeholders to conduct research sessions, and analyze and synthesize research findings
Manage project timeline and scope
Triage research questions
Determine research strategy
Conduct research
Conduct research
Create screener and recruit participant panel
Create unmoderated usability study, tree test, and survey in Maze
Create discussion guides
Moderate sessions and organize breakout rooms
Analyze and synthesize research data
Influencing
Influencing
Facilitate workshops with stakeholders to collectively share insights, articulate recommendations, and align on next steps
Present research process and research findings to entire UX team (200+ people)
Project challenge: Delegating research to stay ahead of development amidst reorganization
Project challenge: Delegating research to stay ahead of development amidst reorganization
The dev and UX teams transitioned to a new working model which made communication about research needs, goals, and deliverables more challenging.
Dev began to replicate current customer service tool before concepts were properly evaluated
High risk in replicating the current tool without adapting it for different audience (payroll admins instead of customer reps)
Wins
Wins
Pioneered a new research approach to provide incremental insights alongside dev sprint work:
Delegated research activities (moderating sessions, analyzing and synthesizing data) among non-research stakeholders to deliver research insights against quick turnaround time (2 week)
High team engagement and quick consensus building
Increased empathy and understanding of research practices
Key findings
Key findings
Detailed research insights and recommendations of this research are strictly confidential.
On a high level, I gathered invaluable insights to answer the original research questions:
Blockers and friction points for payroll admins
Blockers and friction points for payroll admins
Discovered areas of confusion and areas of too little guidance -clarifying content and clear verbiage are key
Identified UI elements with low visibility
Identified UI elements that are unclear and inefficient (filters, forms)
Changes to fit current tool to needs of payroll admins
Changes to fit current tool to needs of payroll admins
Clarify use case of tool before interacting with tool - clearly match user intent with purpose of tool
Provide clear breakdown of payment distribution and tax withholdings
Bulk actions not likely for self-service tool
Entry point of payment adjustment tool
Entry point of payment adjustment tool
Identified expectations for entry points
Discovered need for centralization and for redundant entry points in different places
Result: time savings and drop in call volume
Result: time savings and drop in call volume
Self-service tool was updated based on research recommendations and live as of April 2025
So far, call volume to amend payments has dropped with X% (equaling XXXX hours saved for payroll admins calling customer service) (exact numbers are confidential)
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