Compliance on Demand
Comprehensive solution that helps clients easily research, understand, and stay up to date on wage and hour compliance through search, community discussions, and access to legal experts.
Role
Lead Designer
UX Architecture
Activity
Conducted analysis, developed strategic solutions, and delivered final design
Worked with dev to ensure quality of execution and interactions
Impact
30% increase in engagement, year over year( vs. previous compliance portal)
Increased Client Trust and Retention
Elevated organizational presence in compliance space
Overview
Clients couldn’t find information, docs, or content they wanted
The previous tool was complicated, not only due to the a dense amount of content, but also because difficulty searching and browsing for content.
In addition to the two main entry points to browse and search, the accompanying content was random and haphazard, not having significant relevance to clients ( the toolkit option seldom resonated with goals of users )
The way content was organized caused unnecessary friction and kept users from easily finding what they needed.
The content structure felt overwhelming and hard to make sense of
There were no clear paths to help users find what mattered most
Search and browsing entry points were confusing and easy to miss
Users didn’t trust search or categories to surface relevant results
Attempts to find content often led to dead ends
Related content shown on pages often wasn’t useful or relevant
This entry design focused on Toolkits, a terminology that had no resonance with clients and caused a great deal of confusion.
The seconary entry point was to search forms and document. The results were often too numerous and not filtered on a specific state - the outcome that is most useful to clients.
Approach
The compliance portal needed a significant redesign - so we took the opportunity to start from zero.
Addressing client Issues
Surveys & Feedback
We started with an initial survey and continued gathering input through biweekly check-ins with the product council.
Key takeaways:
Clients wanted more personalization and a smoother search experience
They needed a simple way to set preferences
The existing content experience was frustrating—most resources were only available as PDF downloads, with no in-app viewing option
These client insights directly informed our design direction.
Simplified content architecture
We stripped the content down to what mattered most and rebuilt the experience from there.
Eliminating confusion
We started by cleaning up the way content was organized. I reviewed all the content and organized it into nine clear buckets.
Finding the Right Search & Browse Pattern
Clients prefer searching but also want to browse content types when needed.
The goal was to make search and browse feel simple, obvious, and easy to use from the start.
The Initial concept
Switching between search and browse confused users and received negative feedback.
The winner: separate search and browse sections - 100% success in testing.
The approach really clicked with users
3 of 5 participants completed search and browse tasks quickly - the remaining two completed with no major issues, and all found the experience easy to use and learn.
After searching or browsing, user can manage content types and location.
Only show result relevant to Location
Users expect search results to reflect the regions and states pertinent to them. Their prefered states would filter results across any search.
Easy to filter Content types
Users need to search across various content types (e.g., Updates, Whitepaers, Policies, etc). Content types can be selected after initiating a search.
Personalized approach
Clients only want to view information relevant to them:
Most clients only need complience information relevant to their locations
Articles in My News is based on client preferences.
State location can be selected and kept as a default
Client can manage their preferences an also select tags on content pages.
Adding important updates is easy via the content calendar.
My News (on the Homepage and My News page)
Select preferred state
Final output
Scalable, Flexible Design
We designed a straightforward framework that could scale over time. By working through content and layout early, we stayed aligned with development and set up a structure that’s easy to update and maintain.
Easy entry points for Search and Browse.
Based on metrics and user testing clients two main goals are search and browse. Search rated higher as a goal - it’s showcased at the top of the page.
For browsing, we present detailed descriptions of the content types.
Easy to refine Search Results.
Users can refine searches easily by selecting content types or location.
Additional features allow clients to add favorites, schedule updates for specific issues, and link to related content for improved workflow efficiency.
Viewing Content on the page.
Along with reviewing selected information, users can review related content.
Clients can customize their experience by selecting tags they are interesting in.
“The convenience of having one source that covers federal, state and local jurisdictions is a huge timesaver.”