This initiative aimed to enhance the existing experience and prepare the platform for the large-scale migration of clients to a new infrastructure. The redesign of the employee page and the add/remove employee flows also helped expand the client base while reducing friction and operational costs.

I led the research and design front of this initiative, from defining design requirements to delivering the full experience redesign. The work involved collaboration across multiple teams within the Clients Focus Area — including CODE, CX, CS, New Ventures, and Design System — with a focus on ensuring clarity, consistency, and scalability across the new flows.

MAIN DELIVERABLES
• Satisfaction survey and ticket analysis to inform design and business decisions
• Creation of collaborative documents (Live Update and Request for Critique) for cross-team alignment
• Redesign of the employee page and the add/remove employee flows
• Definition of metrics and dashboard to monitor impact and identify improvement opportunities

RESULTS
• Large-scale migration of clients and employees to the new platform
• 20% reduction in support tickets related to employee base management
• 10 percentage point increase in satisfaction with the employee page experience after launch
• More consistent, intuitive, and sustainable flows supporting the product’s continued growth