Import Workflow Optimization in
Tax and Information Reporting, Enterprise (TIR-E) Software for Managed Services Reps
Visuals coming soon
Background
This project originated from an understanding that members of the Managed Services team (responsible for helping corporate clients file their business taxes) faced significant frustration and inefficiencies in their workflow. To address this, I conducted user research and firsthand use of their software to identify pain points and improvement opportunities.
Key Insights
Through interviews with five Managed Services representatives of different levels, I uncovered several critical issues:
• The import process was not only time-consuming but also confusing for newer team members.
• Representatives expressed frustration over being stuck on the import page, unable to multitask.
• Many representatives found the job draining, especially during tax season, leading to high turnover.
Design Process
To develop a solution, I led brainstorming sessions involving a diverse group, including Managed Services representatives, other designers, product managers, and engineers.
Techniques such as mind mapping and Crazy 8s helped generate innovative ideas.
My key proposal was a queue system that allowed imports to run in the background, enabling team members to continue working on other tasks in the software.
I created user flows, wireframes, high-fidelity designs, and an interactive prototype to illustrate this solution. Throughout the process, I held regular meetings with product and engineering teams to align on direction and ensure feasibility.
When testing the prototype with Managed Services reps later in the process, one representative described the new workflow as being "so much easier."
Solution
The implemented queue system resolved critical workflow issues by:
• Allowing imports to process in the background without requiring the user to remain on the page.
• Freeing representatives to focus on client interactions and other priorities.
Outcome
The solution delivered significant improvements:
• Time spent on imports was reduced by over 50%.
• Managed Services turnover decreased, as representatives felt less drained and more satisfied in their roles.
• Client satisfaction increased due to faster response times and stronger relationships with Managed Services representatives.
During tax season, these benefits were especially pronounced, helping to reduce stress for both employees and clients. The solution was a major success for the company, improving operational efficiency and user satisfaction across the board.
Role
I was the sole designer on this project, leading user research, ideation, design, and prototyping while collaborating closely with product, engineering, and end users.
Back to Top