Work location
This Intuit project lets business owners add additional work locations.
Project overview
Customers were not able to change their primary work location or add another location during payroll onboarding. This was a frustrating experience, leading to incorrect setup. As a result, there was a large increase in calls to the support team. During the peak season of 2019, 15% of setup related calls to support were because of this missing functionality.
Problem statement
I’m a small business owner setting up my payroll. I have employees in multiple locations, including different states.
I’m trying to add additional work locations so I can make sure I pay taxes correctly.
But I can’t find a way to add a different work location in the product and need to call support to fix this.
Because there is no way to do it myself in the product, and sometimes the system even blocks me early on in the setup.
Which makes me feel hopeless, insecure about the rest of the setup process, and annoyed I have to spend time on the phone for something simple.
Original experience
•The user is stuck.
•There’s no easy way for them to contact support or move forward.
New experience: version 1
•We introduced the term “work location” since it’s less formal than “principal business address” and explains what we’re looking for. It’s also familiar wording used on IRS forms.
•A message confirms that a work location was set.
•We give guidance if they need to change something.
•“Contact us” opens a window where users can request a call back, chat with support, or search for community articles.
Version 2
•In this release, people can add additional work locations.
•This screen lets them know they can add it at a later time.
When employers are filling out information about their employee, they aren’t restricted to using the primary work location that they provided during setup.
Employers are now able to add an additional work location.
The new address will be saved and can be quickly used when setting additional employees.
I added microcopy to let users know they may need to update their tax withholding setup.
•I created a reminder for employers to review their tax info.
•Typically, once someone completes setup, the tasks have a CTA of “Edit.” But we wanted to draw attention to the fact that because they made a change, they need to look at their info again.
•Since we don’t know for a fact if they need to update or change, “review” was the best fit.
Just like with the tax forms, I added a reminder for employers to review their tax authorization forms because of changes they made to their work location.