The setup managing millions of employees’ time off required a support call to configure

Accruals setup overview

Screens have been debranded due to company policy

43%

Reduction in support tickets

21%

Fewer config errors

15hrs

Saved weekly per specialist

Redesigning accruals setup from an internal tool to a client facing solution

Role

Product Designer

Scope

XL Project

Team

2 Designers · 1 PM

Timeline

3 Months

Context

We were about to hand a tool that required weeks of training to clients who had none

Our company’s accrual system governed how every employee earned and used time off. It processed rules for millions of employees, but the setup tool was so complex that even trained specialists kept physical reference binders at their desks. When leadership committed to opening it up to clients, we had to rethink the entire experience.

How might we make accrual setup simple and intuitive for clients without disrupting internal workflows?

Research

We interviewed 15 participants across departments

The same frustrations surfaced again and again

“Current workflow is unintuitive”
“Max Period Limit is confusing to even senior specialists”
“It’s impossible to know what the accrual rate is unless I’m looking at form 6”
“Workflow doesn’t make sense”
“Middle tab must be completed to set up the first tab which would be a very confusing experience to clients”
“I did not know how Minimum Hours Worked Rule functioned since accrual training is not accessible to everyone”
“A lot of trial and error to figure out”
“I feel anxious creating policies with people’s PTO on the line, since even small mistakes can have serious consequences. Having safeguards would be a game changer.”
“Nothing telling you where to start”
“There is no way to test accrual setup in the system. It would be nice to see a predictor or example that shows how it would play out.”

Unclear Navigation

Internal navigation workflows varied significantly, so the redesign needed to be flexible enough to support multiple approaches

We also ran 24 workshops and feedback sessions with stakeholders

That collaboration shaped every decision that followed

Confusing and Overwhelming Setup

Turned a form into a guided conversation

What once required training manuals now clicked on the first try. Support tickets started dropping.

AfterBefore
Before
After
Slide between images
Replaced jargon with plain questions
Incorporated progressive disclosure
Grouped related fields

Lack of visibility into impact

Showed impact before anyone hit save

Edits went from guesswork to informed decisions. Configuration errors fell with it.

Instant feedback on calculations
Displays critical details

Unclear Navigation

Guided new clients without slowing down experts

Redesigned accrual setup navigation with status cards
Setup cards with status

Reflection

If I had more time, I would push the preview further

The real-time impact preview was the most validated feature in testing. I’d want to expand it across employee groups and show before/after comparisons, making every rule change feel safe, not just the first one.

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