Account merge
Role
Solo designer for Flex Login and Registration
Duration
3 month time line, cross-functional team alignment
Team
Elevate user account set up, reduce oprational cost
There are on average of 6k new user accounts created every day on Paychex Flex and 700+ returning employee users trying to associate their existing account to a new employer through the support team per day. The self-service experience I designed combines all users' employment info in a single account with one click.
This case study below demonstrates ICON integration only.
Challenge
Users who don’t have a personal IRA can not rollover their 401k savings out of Paychex retirement account.
IRA: Individual retirement account
Solutions
Generate
Provide users the option of opening an IRA account through our business partner - ICON.
Enhance
Enhance
Feature 1
Multiple entry points to access ICON IRA
Accommodate different user scenarios
More product upsells
Feature 2
Seamless Platform Transition
Provide educational information to guide through and build trust with the 3rd party
Redirect user back to Paychex rollover by one-click after they complete the external task
Outcome
There is a lack of transparency in the organization for UX to understand business analysis and access product release data. So I created this UX metrics board and present to product and analysis partners to make sure we have the path to valid design success.
Stay tuned… there will be accurate numbers after project launch date on April 2025,
Scenario
A user has been terminated from their employer. They want to move their money out of their Paychex 401k account, but they dont' have a personal IRA to rollover their money, and withdrawal will cause a large amount of penalties.
Design process
Data analysis
In order to make data-driven decisions on the placement of integration touch points, I used Heap as a data analysis tool to uncover product usage data on the existing rollover functionality.
External research
In order to provide a holistic rollover experience for our client, I gathered Icon registration logics and workflows from Icon stakeholders.
Issue - User account can NOT be created instantly.
The user submits their opening account request and has to wait 20-30 minutes for Icon to complete the Know Your Customer process (KYC).
Enhancement - In order to provide best user experience, I brought up the concerns of KYC and compared the flows without it. Finally, stakeholders and I land on the same page of instant account creation. I smoothed the flows for user in and out Paychex experience.
Feature 2 displays the final design
Account create instantly
Accomplish user goals
Paychex
401k account
User clicks through Integration points
Icon
IRA creation
Once completed, redirect back
Paychex
Rollover
Opportunity
User education
1
2
3
1
Quick and easy guidance
2
Add links to a Icon promotion site to build user trust
2
4/6 participants from usability test click it before proceed registration
3
Provide knowledge for users who aren't familiar with IRA
Status communications
I added an Icon account status banner in Paychex platform, so users can easily access the updates without moving between two platforms.
Customized Icon rollover experience
Designed the landing experience when user is redirected back to Paychex from Icon. Provided a customize rollover process by default selection and pre-populate Icon information.
Redirect screen from Icon
Customized rollover steps
Edge cases matrix
Handling edge cases is important for user satisfaction rate. I made this account type matrix, to capture all UI behaviors based on the type of account they rollover out and rollover in.
What can do different
I scheduled design go-through meetings, set up UX office hours for our developers.
Takeaways
3rd party understanding: effective communication, understand service, what users will do in there, the flexibility to mapping there workflows/ user communications....
egal compliance: data acceptance, term of use, bounties to display/upsell 3rd party in our platform
X end: consistency experience, align with existing standard while make it stand out to upsell
