ROLE:
LEAD PRODUCT DESIGNER
CLIENT:
ENTERPRISE CLIENT
TEAM:
EMPLOYER
Saving CS agents time
with Admin HR compare and sync tool
Summary.
Our CS agents struggled with an internal tool that allowed agents to merge records between Admin and HR databases. This would immediately overwrite the data without agent given context of what is being replaced.
This created a lot of stress for agents as it's a commonly used feature.
Goal: bring transparency to the HR sync experience.
As Lead product designer, I led the end-to-end process to build a web-based web based syncing tool between two tables. Collaborating closely with our CS team, product, and engineering team, we delivered an experience that reduced export time by over 5 hrs weekly. This solution significantly improved CS agent experience and sped up our production.
Project Context.
Tapcheck is an earned wage access platform that empowers employers to enable their employees to cash out earnings immediately after completing a shift. This project focused on improving the Parent Deduction export experiencea backend tool used by enterprise-level clients to export deduction reports across multiple company entities.
Timeline + team.
The project kicked off in August 2024 with a 1-week design sprint, followed by 2 engineering sprints for implementation. The cross-functional team included: CS Lead, 1 PM, 1 FE, 1BE
I led design and collaborated with our team of 1 PM, 1 CS team, front end and backend engineering team, and QA.
Problem & Goals.
Business problem:
Agents could overwrite incorrect employee records with no visibility, risking data errors.
User problem:
Low confidence and time‑consuming manual audits before syncing.
Success Metrics
• Reduce manual audit time by 10 %, cut sync‑related support tickets.
Personas
Payroll Managers:
Internal Tapcheck CS agents who manage employer payroll data.
Methods & insights:
Audit of current flow, competitive analysis of merge‑record patterns, interviews/observations of CS agents – need for transparent, field‑level diff.
Design Process.
Ideation & sketches
3‑day design sprint auditing current process, defining needs, ideal expectations, expanding scope and exploring a few approaches.
Wireframes & low-Fi Prototypes
Low‑fi Figma frames → interactive prototype + Loom walkthrough for stakeholders.
Iterations & trade-offs
Chose side‑by‑side diff; reused existing search component to meet sprint scope & engineering constraints.
Solution & Visual Design.
High-Fi Mockups
Side‑by‑side employee comparison, changed‑field highlights, single “Sync” CTA.
Interaction highlights
Complete transparency on record selection.
Multiple payroll ID match selection to avoid confusion.
Clear identification of what records are being synced / overwritten.
Minimal UI change with Modal.
Accessibility & Inclusivity Features
Field‑level diff coloration; confirmation toast on success; keyboard‑accessible controls.
Demo - Export deductions multi-entity
How an agent syncs admin with HR with transparency and confidence.
Our impact & what we learned
5hrs saved agent time per/week
Saved ~5 hrs/week of manual auditing for CS team.
Increased agent confidence in tools
Agents can confidently sync records without fear of overwriting.
Increased data security
Reduction in overwriting errors
What we learned:
We started with a small problem to solve with frontend, after reviewing with CS team, we unraveled a much bigger problem that we could solve by increasing scope. It ended up being a much more meaningful, and impactful product through the deep dive audit of agent experience.
CS Lead James E Quote:
"Biggest win is the increased security it provides, time savings relates to less troubleshooting on the agents part, before you would paste a payroll ID and click sync, the system would automatically overwrite the information, or it wouldn't. the biggest risk here was the system pulling the incorrect user's payroll data without us knowing. Now agents can see who they are updating the information for, so we can make sure its the correct person."
"Second, it gives us an idea of what is changing, it shows the DOB on the account vs the DOB in payroll, for example. This can help us confirm with the user which is correct. "You entered 8/21 but your employer has 8/20, which is correct?” Finally, it let us have more confidence in agents using the tool, enabling us to have more agents resolving the issue."
