Work location | Making multi-location setup easier for employers
The problem
During payroll onboarding, customers couldn’t change their primary work location or add additional locations. This was especially frustrating for small businesses with employees across multiple states. Without self-serve options, many contacted support and felt blocked from completing setup. In 2019 alone, 15% of support calls were tied to this issue.
The solution
We redesigned the experience so customers could easily add or update work locations on their own. Clear, step-by-step guidance reduced friction, lowered support calls, and helped customers complete setup with confidence.
My role
As the content designer, I focused on creating clear and reassuring content that guided customers step by step. I collaborated closely with design, product, engineering, legal, and compliance partners.
Original experience
The original experience made it hard for customers to move forward on their own.
•The user is stuck.
•There’s no easy way for them to continue or contact support.
New experience: version 1
In this first iteration, we focused on clearer terminology and guidance.
•We introduced the term “work location” because it’s clearer and less formal than “principal business address.” It also matches wording customers see on IRS forms.
•A confirmation message reassures users when a work location is set.
•Guidance helps users if they need to make changes
•“Contact us” opens support options like a callback, chat, or community help.
Version 2
In the next iteration, we focused on supporting multiple locations and helping employers understand how changes could affect taxes and forms.
•Employers can now add additional work locations, giving them flexibility as their business grows.
•We reassured users they could add locations later, reducing pressure during setup.
This step introduces the option to use a different work location, so employers know they aren’t limited to the primary one from setup.
Employers can now enter a new work location.
The new address is saved so employers can reuse it for additional employees.
I added microcopy to flag that a work location change might require updating the employee’s tax withholding setup..
•I added a reminder prompting employers to review their tax info after a location change.
•We used “Review” instead of the usual “Edit” CTA to draw attention to the fact that something needed another look.
•Since a location change doesn’t always require updates, “Review” felt more accurate.
Similar to the tax info reminder, I added a prompt for employers to review their tax authorization forms after a work location change.
This project reinforced how thoughtful guidance and small copy changes can reduce confusion and support customers through complex setup tasks.