Ensuring compliance across states
Streamlining document collection to keep Justworks’ customers compliant and empower Justworks to act on their behalf.
Role
Turn a complex legal process into a simple, reliable experience.
Co-create a map of the current experience with stakeholder input to identify pain points and uncover opportunities.
Partnered cross-functionally to design a seamless end-to-end experience for both customers and internal teams.
Impact
Reduced customer support outreach by 15%, letting users navigate the process more independently
Engineering intervention on behalf of internal teams dropped by 40%, freeing up technical resources for other priorities.
Customer completion rate increased by 67.3% after the redesign, ensuring customers remain compliant in their operating states.
Inaccurately completed documents decreased by 8%, reducing back-and-forth between internal teams and customers to correct errors.
Defining the stakes: compliance & risk
State unemployment insurance is a state-mandated program that provides temporary financial assistance to workers who have lost their jobs, funded through employer contributions.
For customers
Failing to sign a claims POA meant they would remain responsible for managing claims in each applicable state—raising the risk of missed deadlines, mishandled disputes, and higher client SUI rates, which could translate into substantial and ongoing financial liabilities.
For Justworks
Not having a tax POA meant the company could not register SUI accounts or file quarterly SUI taxes accurately on behalf of clients. As a SIDES broker, Justworks relies on these authorizations to operate in client-reporting and hybrid states. Without collecting claims POAs, the company risked noncompliance, potential loss of broker status, and disruption to revenue.
Mapping the current experience
Before designing a solution, we needed to understand the existing process. I collaborated with Subject Matter Experts, the registration team, onboarding team, and customer support to create a detailed blueprint of the current experience.
This mapping illuminated not just where pain points existed, but why they were happening—revealing the key friction areas that would guide our design priorities and ensure the solution addressed the most critical challenges.
Service blueprint
Current pain points
Collaborative ideation workshop
To uncover additional insights beyond the initial service blueprint, I facilitated a workshop with stakeholders from multiple teams. Pain points from the blueprint were reframed into “How might we” statements, shifting the focus from internal workflows to the customer perspective.
How might we enable admins to complete POAs without losing progress?
How might we enable admins to complete POAs without losing progress?
I presented a high-level customer journey, including potential solutions with prompts scattered throughout, and participants used color-coded stickies to share ideas, questions, concerns, and comments—poking holes in the proposed experience and testing assumptions.
Service blueprint
Afterwards, each prompt was discussed in depth, closing the loop on the customer experience and sparking thinking about internal workflows, which set the stage for my teammate to focus on optimizing the internal experience.
Iterating toward a seamless experience
Using insights from the blueprint and workshop, I led iterative design of the customer experience, turning complex compliance steps into a clear, intuitive workflow. Each prototype was refined with stakeholder feedback to address edge cases, simplify decision points, and integrate prompts where users needed guidance.
The result was a solution that reduced errors, minimized back-and-forth between customers and internal teams, and ensured compliance—directly supporting Justworks’ operational efficiency and protecting both customers and the business
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