Snap Payroll Unsupported User Experience

November 2012 - January 2013

Lack of state payroll support was the #1 customer feedback and the only reason for our 1-star reviews in the Apple app store. So, while also designing to support more state payroll taxes and allow more US small businesses to use our app, I also designed an "unsupported tax" user experience. I working closely with my PMs, developers, user researcher and editor to design a quick-to-implement experience so that we could focus our efforts on expanding payroll tax support but avoid receiving 1-star reviews.

After implementation, we did not receive any more 1-star reviews in the Apple app store due to lack of state support.

Brainstorming

I led an hour long brainstorming session with my cross-functional team to come up with as many ideas as possible and get everyone on board with creating an unsupported state experience.

Concepts

After collecting everyone's ideas, I synthesized and created several concepts that i brought back to the cross-functional and design team for feedback. This feedback helped me think through use cases, scoping and technical constraints. This also helped push the designs to engage customers emotionally.

Usability Testing

We wanted to get customer feedback on the concepts to see what really resonated with small business owners and what wouldn't. We conducted 3 days of usability sessions and ended with enough customer empathy to finalize designs.

The Result

I created the final mockups and assets for the developers to implement. The experience took 2 weeks to implement and after release, we did not receive any more 1-star reviews from lack of state support.

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