Goco
Human Resources Services
GoCo.io is a U.S.-based HR, benefits, and payroll platform designed to help small and mid-sized businesses manage their workforce more efficiently. GoCo is known for its user-friendly interface and flexibility in adapting to company-specific HR workflows. It's often used by companies looking to modernize or digitize their HR processes without switching payroll providers.
GoCo.io is a U.S.-based HR, benefits, and payroll platform designed to help small and mid-sized businesses manage their workforce more efficiently. GoCo is known for its user-friendly interface and flexibility in adapting to company-specific HR workflows. It's often used by companies looking to modernize or digitize their HR processes without switching payroll providers.
GoCo.io is a U.S.-based HR, benefits, and payroll platform designed to help small and mid-sized businesses manage their workforce more efficiently. GoCo is known for its user-friendly interface and flexibility in adapting to company-specific HR workflows. It's often used by companies looking to modernize or digitize their HR processes without switching payroll providers.
The Challenge - Reports
The Challenge - Reports
The Challenge - Reports
At Goco.io, we empower HR teams with tools to manage onboarding, benefits, payroll, and compliance. While our core platform was robust, the Reports section was one of the most underutilized features. Feedback from customers consistently pointed to it being:
At Goco.io, we empower HR teams with tools to manage onboarding, benefits, payroll, and compliance. While our core platform was robust, the Reports section was one of the most underutilized features. Feedback from customers consistently pointed to it being:
At Goco.io, we empower HR teams with tools to manage onboarding, benefits, payroll, and compliance. While our core platform was robust, the Reports section was one of the most underutilized features. Feedback from customers consistently pointed to it being:
Unintuitive to navigate
Unintuitive to navigate
Unintuitive to navigate
Lacking clear guidance on how to configure reports
Lacking clear guidance on how to configure reports
Lacking clear guidance on how to configure reports
Cumbersome to filter and export data
Cumbersome to filter and export data
Cumbersome to filter and export data
Our support team reported that nearly 30% of inbound questions were related to report generation, it was costing us time and user trust.
Our support team reported that nearly 30% of inbound questions were related to report generation, it was costing us time and user trust.
Our support team reported that nearly 30% of inbound questions were related to report generation, it was costing us time and user trust.
Discovery & Research
Discovery & Research
Discovery & Research
To better understand the friction points, I led a short but focused research sprint:
To better understand the friction points, I led a short but focused research sprint:
To better understand the friction points, I led a short but focused research sprint:
User Interviews
User Interviews
I spoke with 6 HR managers across our mid-sized clients. Key insights:
They were unsure which columns they needed to select.
They were unsure which columns they needed to select.
They were unsure which columns they needed to select.
Many were unaware they could filter or schedule reports.
Many were unaware they could filter or schedule reports.
Many were unaware they could filter or schedule reports.
“I just want to see employee info fast and send it to my CFO.”
“I just want to see employee info fast and send it to my CFO.”
“I just want to see employee info fast and send it to my CFO.”
Metrics & Support Data
Metrics & Support Data
I spoke with 6 HR managers across our mid-sized clients. Key insights:
Reports feature had low engagement (<18% active usage monthly)
Reports feature had low engagement (<18% active usage monthly)
Reports feature had low engagement (<18% active usage monthly)
Report exports often had errors due to misconfigured filters
Report exports often had errors due to misconfigured filters
Report exports often had errors due to misconfigured filters
Rework and duplicate report generation was common
Rework and duplicate report generation was common
Rework and duplicate report generation was common
Goals
Goals
Goals
The main goal of the project was to improve the overall user experience of the Reports feature and drive customer satisfaction. Specifically:
The main goal of the project was to improve the overall user experience of the Reports feature and drive customer satisfaction. Specifically:
The main goal of the project was to improve the overall user experience of the Reports feature and drive customer satisfaction. Specifically:
1
Improve usability and clarity of report creation
Improve usability and clarity of report creation
2
Reduce support tickets related to reports
Reduce support tickets related to reports
3
4
Increase customer satisfaction and engagement
Lay the groundwork for future scheduling and visualization features
4
3
Lay the groundwork for future scheduling and visualization features
Increase customer satisfaction and engagement
My Role
My Role
My Role
As the lead Product Designer on this initiative, I was responsible for:
As the lead Product Designer on this initiative, I was responsible for:
As the lead Product Designer on this initiative, I was responsible for:
Leading the product redesign, conducting research and mapping user flows, designing wireframes, prototypes, and final UI, I collaborated closely with product and engineering teams, and presented design iterations to stakeholders while testing regularly with users.
Leading the product redesign, conducting research and mapping user flows, designing wireframes, prototypes, and final UI, I collaborated closely with product and engineering teams, and presented design iterations to stakeholders while testing regularly with users.
Leading the product redesign, conducting research and mapping user flows, designing wireframes, prototypes, and final UI, I collaborated closely with product and engineering teams, and presented design iterations to stakeholders while testing regularly with users.
Design Solutions
Design Solutions
Design Solutions
As the lead Product Designer on this initiative, I was responsible for:
As the lead Product Designer on this initiative, I was responsible for:
As the lead Product Designer on this initiative, I was responsible for:
Clear Entry Point & Guided Setup
Added a title and description field to clarify the purpose of each report
Split the report-building flow into 3 intuitive steps: Fields, Filters, Schedule
Used smart defaults based on common report types
Preview-First Approach
Added a title and description field to clarify the purpose of each report
Split the report-building flow into 3 intuitive steps: Fields, Filters, Schedule
Used smart defaults based on common report types
Visual & UX Improvements
Added a title and description field to clarify the purpose of each report
Split the report-building flow into 3 intuitive steps: Fields, Filters, Schedule
Used smart defaults based on common report types
Accomplishments
Accomplishments
Accomplishments
During my time at GoCo, I contributed to designing impactful solutions that improved user satisfaction and product performance.
During my time at GoCo, I contributed to designing impactful solutions that improved user satisfaction and product performance.
During my time at GoCo, I contributed to designing impactful solutions that improved user satisfaction and product performance.
Worked on several new high-impact feature projects, including Team Surveys, Work groups, integrating AI capabilities into the GoCo platform
Worked on several new high-impact feature projects, including Team Surveys, Work groups, integrating AI capabilities into the GoCo platform
Worked on several new high-impact feature projects, including Team Surveys, Work groups, integrating AI capabilities into the GoCo platform
Defined and documented a new design system, ensuring consistency across the platform.
Defined and documented a new design system, ensuring consistency across the platform.
Defined and documented a new design system, ensuring consistency across the platform.
Redesigned key features like reports, home page benefits, etc improving customer satisfaction and enhancing the overall platform experience
Redesigned key features like reports, home page benefits, etc improving customer satisfaction and enhancing the overall platform experience
Redesigned key features like reports, home page benefits, etc improving customer satisfaction and enhancing the overall platform experience
Redesigned onboarding flows, reducing user drop-off and increasing activation rates.
Redesigned onboarding flows, reducing user drop-off and increasing activation rates.
Redesigned onboarding flows, reducing user drop-off and increasing activation rates.
Revamped the design process in collaboration with the Director of Design
Revamped the design process in collaboration with the Director of Design
Revamped the design process in collaboration with the Director of Design
Redesigned the GoCo website in collaboration with the marketing team
Redesigned the GoCo website in collaboration with the marketing team
Redesigned the GoCo website in collaboration with the marketing team
Collaborated with cross-functional teams to deliver high-quality designs
Collaborated with cross-functional teams to deliver high-quality designs
Collaborated with cross-functional teams to deliver high-quality designs
Impact - Reports
Impact - Reports
Impact - Reports
Spearheaded the end-to-end redesign of a core feature, resulting in a measurable increase in user engagement and retention.
Spearheaded the end-to-end redesign of a core feature, resulting in a measurable increase in user engagement and retention.
Spearheaded the end-to-end redesign of a core feature, resulting in a measurable increase in user engagement and retention.
60% increase in customer satisfaction (via NPS and CSAT survey)
60% increase in customer satisfaction (via NPS and CSAT survey)
60% increase in customer satisfaction (via NPS and CSAT survey)
40% decrease in support tickets related to reporting in the first 3 months
40% decrease in support tickets related to reporting in the first 3 months
40% decrease in support tickets related to reporting in the first 3 months
2.3× increase in report creation within the first 45 days
2.3× increase in report creation within the first 45 days
2.3× increase in report creation within the first 45 days
Clients praised the new “clarity,” calling it “a night and day difference”
Clients praised the new “clarity,” calling it “a night and day difference”
Clients praised the new “clarity,” calling it “a night and day difference”
Credits
Credits
Credits