UX audit for an HR & Payroll SaaS Platform
Enabling global scale through a clear, prioritised improvement roadmap.
Human Resources
B2B
SaaS product
Global
Context
Technology1 is Australia's largest enterprise SaaS company, providing integrated solutions across government, education, and financial services. With over 30 years in market and serving more than 1,200 organisations, they aim to simplify business processes through innovative software.
The problem
Technology1 identified that their HR & Payroll product was underperforming in key areas, limiting its ability to scale globally. Two core challenges emerged:
Scaling across markets: As the product expanded into new regions, differences in language, user expectations, and workflows created friction and slowed global adoption.
Usability at scale: Usability issues, friction points, and a dated interface reduced user confidence and adoption, making it harder for the product to scale effectively.
The result
Digital Product People gave Technology1 immediate clarity on what was holding the product back from scaling, and what to focus on next to drive growth:
21 critical usability issues identified, giving the product team a clear, prioritised focus on the most significant barriers to adoption and growth
Prioritised 6-12 month improvement roadmap balancing quick wins with bigger ticket changes, the development team could confidently deliver
Stronger alignment across stakeholders, with a shared understanding of what was working, what wasn’t, and where to invest effort now and in the future
Increased confidence in user-centred decision-making, supporting more informed product and prioritisation discussions as the product scaled
The result was confidence - not just in what needed fixing, but in how to move the product forward to support growth.
21
Critical usability issues
19
Existing customers informed the solution to de-risk investment.
5*
“Working with DPP was a positive experience for our cross-functional product team. Their UX audit combined detailed heuristic analysis and thoughtful user research, delivering practical and insightful outputs. Their approach enabled us to clearly identify and organise opportunities for enhancing our user experience, with the effort undertaken in a short amount of time and over the end of year period.
The team was professional, collaborative, and effective in communicating across time zones. I recommend DPP to any organisation seeking to improve their UX and user understanding.”
— Sophie Tobin-Webb, General Manager UX, Technology1, Australia
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![Image of team on Google Meet call]()
The dream team working between Australia & UK
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![Screenshot of Figma user flows]()
User flows
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![Screenshot of a user research plan]()
User research plan
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![Screenshot of our user research insights]()
User research
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Heuristic evaluation
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![Picture of two people presenting in an office]()
In-person presentation of insights
Need a UX review of your product?
We can help you identify areas of prioritised areas for improvement through our comprehensive UX audit approach.
The approach
Our approach combined stakeholder alignment, usability evaluation, and customer validation to produce a prioritised, actionable roadmap.
Stakeholder sessions to align on the vision, define success and gather the team’s perspectives on the existing issues and feedback on the platform.
Mapped out the user flows with key stakeholders to understand the different use cases, user roles, permissions and states to be reviewed.
Undertook a Heuristic Evaluation following Jakob Nielson’s Usability Heuristics to audit the usability of the platform and workflows. This audit contains how to address any raised issues, along with good practice platform examples to visualise & articulate what good looks like.
Conducted user testing with 19 HRP customers over 7 days. Users shared their screens and performed tasks, talking us through their experiences, allowing us to understand their pain points, friction points and opportunities.
Created a meticulously organised insights repository empowering Technology1 teams to delve deeper into the insights and easily find data. The database will continue on as a live artefact that grows as future research is conducted.
Shared a list of actionable recommendations that would support the implementation both in the short as the long term. Where relevant, we shared visual examples to bring the recommendations to life.
Need help auditing your product?
Whatever your business objective — reducing operational costs, increasing efficiency, improving customer satisfaction or increasing revenue — we can help you achieve your digital ambitions with the guidance of our user experience expertise.
