Every year-end, our support team sees a spike in tickets from users confused about their remaining pre-tax funds. Many only realize too late that their accounts reset annually. To make matters more complex, each account type comes with its own set of rules, and employers often define different grace periods. This variability leads to user frustration and a significant support burden.

In Q3 2023, I identified this recurring pattern and initiated this project as a proactive way to address the confusion. I started with design research and discovery work, and in Q4, partnered with a PM to form a small cross-functional team to bring the solution to life.