Guideline is a platform that enables small and medium-sized businesses to offer retirement plans to their employees. As part of the internal tools team, I led design on projects to improve the workflow of our customer support agents.

Guideline Payroll Journal Processing

For certain businesses not fully integrated with the platform, withdrawing contributions was time-consuming and error-prone, involving multiple platforms and two agents. The first agent downloaded and reformatted the journal. The second agent checked for mistakes and submitted. Repeating this every pay cycle taxed the team’s resources. To address this, I worked on a tool that removes the use of external platforms and needs just one agent to complete. Beyond halving task completion time, this work marked the start of building internal tools with more design intention, setting a precedent for future projects.