Paycor
Paycor specializes in HR software, covering payroll, taxes, recruitment, and team management.
Users are taking longer than expected to resolve tax registration issues, with some remaining on the issue list for over a month. Given that the IRS can take up to a week to create a PIN, we want to explore ways to help businesses address outstanding tax registration issues more efficiently.
At the start of the project, the team noticed that not only were the unresolved issues higher than expected, but the bounce rate on this page was also elevated. To better understand the pain points, I decided to conduct in-field research.
Bounce rate
Unresolved tax registration issues
The objective was to understand how businesses currently resolve tax registration issues. This was achieved through field research involving 6 participants, including customers with outstanding tax issues and those requiring assistance from customer service.
Key Insights
- Participants felt they weren’t able to quickly find the tax codes they wanted to work on.
- Not always sure what agency they needed to apply to.
- Participants asked for a status showing when they applied for taxes so they could check progress with the agency. Sometimes, if the authority takes too long, they might forget to address the problem.
I collaborated with my project manager to create various sketches. Some of our ideas included using a status icon to indicate what needs fixing, breaking the list into sections for resolved and unresolved issues, and implementing a filter similar to those on e-commerce sites.
Part of the research involved examining how other sectors displayed and filtered data, as well as highlighting the tasks to be completed within their UI. We looked at task tools for tech like Jira, e-commerce sites like Nordstrom, and email platforms like Gmail.
Evaluation of the designs with our business panel members, including those with outstanding issues, was conducted via moderated user testing. This included measuring time spent on tasks and gathering their preferences.
The most significant changes in the new design are the addition of a filter feature and listing the actual issues, making the list more actionable for the user.
The objective was to evaluate whether the changes improved the completion rate of tax registration issues. The study was conducted in a production environment with 200 businesses, including both small and large enterprises, all of which had outstanding tax issues.
Tickets got resolved
Decrease in bounce rate
Do in-field research to see if the changes are helping customers. Keep track of beta testing to see if issues are getting resolved as more businesses get added.
