Clover Payroll
Clover wanted to provide a payroll solution for its merchants. In lieu of a native solution, Clover partnered with Gusto to provide a semi-embedded payroll solution that was easy for merchants to use and understand. The biggest challenge for this project was ensuring consistency between Clover and Gusto, even though they are separate product offerings.
Key responsibilities
Content strategy
Email and support content
UX copywriting
This project leveraged the standard PDE (Product, Design, Engineering) working model. I collaborated closely with the lead product designer, product manager, and engineer on the entire end-to-end experience, from the onboarding flows to the landing pages to all error states and edge cases.
I also led the content strategy for the payroll landing page, which was the primary page employers would interact with for payroll. Due to the nature of the semi-embedded solution, there were several calls-to-action that needed to be included on the page, from the ability to run payroll to the ability to view payroll history to an entry point into the payroll settings. I worked closely with Gusto and the product designer to determine which calls-to-action were primary, secondary, tertiary, etc.
One of the biggest challenges for this project was onboarding and ensuring the user was aware of where they were in the process. They were a lot of steps, most of which took place in Gusto’s API. We used the payroll landing page as the primary place to communicate any critical actions the user needed to take (such as errors or warnings) as well as critical information the user needed to know in order to move forward.
We also recommended that the landing page display the required steps along with a visual indicator of which steps had been completed, so there was no confusion from the user regarding their progress.
In additional to notifications on the payroll landing page, email was another platform the Gusto email wanted to leverage to communicate critical actions or information to the user. While Gusto provided a list of recommended emails along with initial content, it was my job to provide final content for all emails. In total, there were over 75 emails.
In order to streamline the process for engineering, I created two email templates labeled “Template A” and “Template B.” I also created a spreadsheet where I added the final email content broken down by each text component (e.g. subject line, headline, body text, etc) along with the appropriate email template.
For myself, I created a google doc which I used as my “source of truth” for the email content. This is where I solicited feedback from Gusto as well as the product manager to ensure all content was correct before adding it to the final spreadsheet.
Lastly, I was responsible for all help content about the new payroll solution for Clover’s Help Center. I worked closely with Gusto to understand the key pain points and questions their users encountered, and tailored the final help content to address those pain points and questions.