Overview

In 2020, I led the redesign of the payroll processing workflow in Toast Payroll. Our team sought to reduce customer time spent processing payroll and increase payroll accuracy. This effort would reduce operational costs caused by incorrect payrolls, improve customer satisfaction by reducing time spent processing payroll, reduce support call volume, and prepare for accelerated sales targets.

Problem

It was taking users 2-4 hours to process payroll using our payroll software. Additionally, a non-trivial amount of those payrolls were posting with incorrect data, which resulted in major headaches for both our users and internal teams. We asked ourselves: how might we enable payroll processors to process payroll faster and with fewer errors?

These were our business goals:

🥅 Reduce payroll-related support volume

🥅 Reduce operational costs caused by off-cycle payrolls, incorrect payrolls, late payrolls

🥅 Increase customer product satisfaction, reduce customer churn

🥅 Prepare for accelerated Toast Payroll sales

Role and responsibilities

I was the design lead on this project and I worked with one PM, five engineers, one QA, and a dedicated researcher. My manager, the lead designer for our entire business unit, helped conduct workshops and provide general design strategy. Throughout this project, I led research initiatives, facilitated design workshops, and created mock-ups/wireframes/prototypes.

Overview

Problem

Role and responsibilities

Scope and Constraints