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 Retirement Plan Transfer

For a long time, transferring plans to another provider lacked a digital solution. Businesses were required to fill out PDFs and the customer service team manually entered the information back onto the platform. This process was error prone and time consuming. Leading design on the effort to change this, I focused on setting up expectations for the transfer timelines, capturing all the required information, and reducing any redundancies in the switch over. With the launch of this new tool, the offboarding team saved an estimated 300 hours per quarter.