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Project: ProService Home Launch
Role: Lead Product Designer
Owned: Strategy, Existing Research, Stakeholder Alignment, Concept & Interaction Design, Usability & Beta Testing, Iteration
Outcome: Unified experience, improved task efficiency, user satisfaction and repeated usage. From internal beta testing to client interviews, feedback shaped every major decision
Collaboration: Product Manager, Sr. Product Designer, Platform Experts, FE & BE Engineering Team, Solution Architect, C-Suite Business Stakeholders
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When we talk about digital transformation, it’s often about sweeping innovation. But sometimes, the biggest wins come from solving seemingly simple problems, like logging in.
At ProService, we saw firsthand how fragmented access to HR tools was wearing on our customers. Some clients had to log in up to five separate times just to complete everyday tasks. The interface was cluttered, navigation was unclear, and the experience felt disconnected. In short, the tools worked, but the journey didn’t.
Our mission was to unify that experience, starting with one login and one launchpad.
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Our support data and NPS responses painted a clear picture:
Clients didn’t know which app to use for which task. Many resorted to guesswork or repeated logins. Some stopped trying altogether.
“I haven’t logged into this one in a while. I don’t even know where it leads. I don’t know what’s behind that curtain – no clue!”
“All the two-step authentication every time you need to log in is wild. It’s too much. It takes way too long…”
Our team knew we had to restore confidence and reduce friction, starting with access itself.
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Instead of layering on new tools, we created ProService Home, a centralized launchpad that unified all client-facing apps and experiences.
As Lead Product Designer, I worked closely with product managers, engineers, and SMEs to define:
We co-created user flows with stakeholders, aligned on technical constraints, and adopted a phased release plan to build and launch incrementally.
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Tile-Based Navigation
A visual home page that adapts to the user's access level, displaying personalized shortcuts and permission-based tiles.
Activity Feed (Phase 1)
We extended the platform’s value by including the team's recently designed event notification system to show users real-time updates on payroll activities like direct deposit enrollments or submissions.
Company Switcher
For clients supporting multiple businesses, we added a drop-down selector to toggle between company views which no longer required logging out.
Smart Error Handling
We introduced session timeouts, maintenance states, and dynamic component messaging to guide users when third-party apps were temporarily unavailable.
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We began usability testing with internal teams to quickly iterate before expanding to clients. Here’s what we learned throughout the project's testing:
Internal Beta users:
“It would be nice to have a Report Center Button on the homepage. For those that only have one account and just the Legacy Prism Core option, this seems to only add an additional click for them to get to the original home page.”
“If there’s only one tile, it looks kind of empty."
“Would love to see this page log out when it times out. I get 'Navigation Failed' pop-ups in red when I try to select something, but if I refresh and re-log in, it works great.”
Client Beta feedback:
“When I come to this page, I immediately go to Legacy Prism Core.” (desired app)
“Compared to the current look, this has a lot more functionality or things I might be interested in.”
“It looks like I can do more on this page. It takes me to where I most likely want to be doing things. It's things that I would most likely do when I try to log in.”
We responded with:
Users often saw the same set of tiles when switching between companies. To make the change clearer and increase visual feedback, we added company names directly into the components and included an alert.
App tiles appeared dynamically based on user permissions. Beta testers felt the page looked sparse when they only had access to one or two applications. To add value without extensive engineering effort, we quickly iterated to introduce links to frequently requested tutorials.
Client testing showed that the referral images was distracting attention from the page's true functionality.
Some clients mistook Resources for direct access to tools instead of training content. We improved the UX writing to clarify expectations, which also pointed to a future opportunity to expand its functionality.
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Just as important, users told us they finally felt oriented like they understood where to go, what to do, and they could see possibility in their software experience.
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Simple wins matter
Login and navigation pain points often go unaddressed, but solving them can unlock huge UX gains.
Start with what people are already doing
We prioritized visual familiarity and allowed users to easily access self-selected favorite tools.
Iterate fast, listen well
From internal beta testing to client interviews, feedback shaped every major decision.
Build the bridge, not just the endpoint
ProService Home wasn’t just a destination. It was the connection between legacy tools and a modernized experience.
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When you fix friction in someone’s workflow, you don’t just save them time. You restore trust. ProService Home is functional, familiar, and quietly powerful.
It’s proof that thoughtful design doesn’t always need to reinvent the wheel. Sometimes, it just needs to put all the spokes in one place.
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More information on this project is available upon request in presentation form.
