context

PayFit is a payroll SaaS where admins can manage their payroll. On the platform we have a dedicated space where admins can add, view and edit all their documents (company documents, payslips, employment contract…).

The document experience was designed many many years ago and needed a redesign because admins & accountants struggled to retrieve employee documents efficiently (CSAT: 2.9)

When I joined the project, the discovery part was already done and directed by the previous Product Manager but it was a project without PM.

objectives

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Reduce time spent resolving support tickets by streamlining document retrieval.

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Improve Customer Satisfaction (CSAT) from 2.9 to at least 3.6.

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define

We discovered our users were struggling with a document system that buried important files in layers of folders and subfolders organized by month and year.

Finding a single document required multiple clicks through a maze of empty folders, while uploading files was equally frustrating. The result? Users dumping everything into an "Other documents" folder just to avoid the navigation nightmare.

Our metrics revealed this pain point was significant.

3 key problems stood out :

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Find a document only via folders is painful

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To upload a file, users have to go into the right folder

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No ability to perform bulk actions on multiple documents

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