Payroll and Workforce Platform
Product Design
Modernizing TriNet's Time and Payroll platforms to drive satisfaction and retention
TriNet helps businesses support their people and operations.
Trusted by 23,000+ businesses, supporting 500,000 people—helping power the operational heart of the U.S. economy.
Total Customers
23,000
Daily Active Users
3,500
Employees in Platform
460,000
Annual Payroll Processed
$72B
Time Off
Building flexibility, control and compliance into Time Off products
Led end-to-end design overhaul for TriNet's Time Off platform, which supports 15,000+ businesses and 275,000+ employees annually
Problem
The previous time off product led to significant customer attrition (70% cited it as the primary reason for switching to a competitor) and overwhelmed support teams with 3+ month backlogs—caused by a lack of self-service capabilities.
Outcome
Added extensive new self-service capabilities and redesigned key pain points based on customer feedback. Achieved 95%+ task success and 6.5+/7 satisfaction scores across 4 usability studies. Addressed churn risk and decreased operational costs by 60%+.
Final designs and solutions
Employees can now request time off, view detailed accrual breakdowns, and admins can create custom, compliant plans
Employees: Access detailed plan info and request time off
Admins: Choose from plan templates or create your own from scratch
Admins: Fine-tune accrual settings
Managers: Review and approve your team's time off
Layout specs for engineering handoff and TriNet's new T1 design system.
Layout specs for engineering handoff and TriNet's new T1 design system.
More Project Details
Insights: 70% of customers cited the previous version of this product as their reason for considering a competitor, and was the #1 dissatisfier in our yearly NPS surveys. 3+ month support backlogs plagued internal teams due to missing self-service features and product errors.
Approach: We redesigned key pain points based on direct customer feedback, adding self-service functionality that gave users fine-tuned control. We ran 4 usability studies, achieving 95%+ task success and 6.5+/7 satisfaction scores.
Outcomes: Reduced churn risk, 50%+ lower operational costs, and protection of critical revenue streams for the 15,000+ organizations (275,000+ employees) who use time products.
Other features and theming support:
Schedules, Time and Payroll
Building interoperable, automated and compliant time tracking and pay systems
Led end-to-end design overhaul for TriNet's Schedules, Time and Payroll platforms, which serves all 23,000+ TriNet customers and 500,000+ employees
Problem
The Time and Payroll platforms were built 20+ years ago on legacy architecture and siloed vendor integrations. No native scheduling system existed to unify these tools. This fragmented system created frustration and overhead for customers, directly driving high support costs, negative NPS scores and significant platform attrition.
Outcome
Validated new Time, Schedules and Payroll workflows through three usability studies. The new experiences were generally intuitive to participants, with the majority of the ~20 core tasks receiving 6/7 or 7/7 ease-of-use scores. Research insights were or are currently being integrated into final designs, with long-term product metrics still pending.
Final designs and solutions
Interdependent scheduling, attendance and payment systems built with self-service, scalability, and compliance
Schedules
Schedule and publish shifts for you and your team
Time
Clock in and out, track your team's hours, and send to payroll
Payroll
Pay your people with automatically fed data from Schedules and Time, or make manual edits.
