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Confidentiality note:
This project has been anonymized and modified to protect sensitive information while preserving the core product thinking and outcomes.
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This project focused on designing a 0→1 HR ticketing system within a payroll platform. The goal was to enable payroll clients to access reliable, compliant HR support in countries where they operated without a local HR team.
As the Product Designer, I led the end-to-end design process, from problem discovery and definition to solution design and delivery, for both client-facing and internal experiences.
Many payroll clients operate in countries where they don’t have a local HR team. As a result, everyday HR decisions—such as employee contracts, benefits, leaves, or terminations—carry significant compliance and legal risks.
In the absence of a dedicated HR solution, clients often relied on generic support tools and channels not designed for HR or payroll (e.g. general support ticketing tools, email, or ad‑hoc requests) to ask HR-related questions. These tools lacked payroll context, country-specific expertise, and proper traceability.
By embedding HR guidance directly into the payroll product, we could:
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Provide clients with country-specific, compliant HR support
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Reduce legal and compliance risk for companies operating internationally without local HR teams
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Productize HR expertise as a paid add-on to payroll, creating a new revenue stream aligned with customer risk and needs
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To validate the problem and define the right solution, we conducted qualitative research with both external clients and internal teams.
Who we spoke with: