Pre-tax Claims: Fixing Reimbursement Blockers with Bank Linking
Pre-tax Claims: Fixing Reimbursement Blockers with Bank Linking
Pre-tax Claims: Fixing Reimbursement Blockers with Bank Linking
Date
Aug 2023 – Sep 2023
rOLE
Product designer
Product designer
Product designer
As Forma expanded into pre-tax benefits, a key gap surfaced: users could file claims without linking a bank account, leaving reimbursements unpaid. I partnered with a PM and engineers to redesign the flow and introduced a gate before claim submission. In the first month, this change unlocked over $260K in payouts and significantly reduced support volume.
As Forma expanded into pre-tax benefits, a key gap surfaced: users could file claims without linking a bank account, leaving reimbursements unpaid. I partnered with a PM and engineers to redesign the flow and introduced a gate before claim submission. In the first month, this change unlocked over $260K in payouts and significantly reduced support volume.
As Forma expanded into pre-tax benefits, a key gap surfaced: users could file claims without linking a bank account, leaving reimbursements unpaid. I partnered with a PM and engineers to redesign the flow and introduced a gate before claim submission. In the first month, this change unlocked over $260K in payouts and significantly reduced support volume.
The Problem
Many users submitted claims without linking a bank account, which led to thousands of reimbursements that couldn’t be paid out, resulting in user confusion, unmet expectations, and increased support volume.
👤 For user: At year-end, many users were unsure how to manage their remaining pre-tax funds. Some of them missed important deadlines and lost unused funds, which led to frustration and a lack of trust in the experience.
Background
This issue stemmed from early product assumptions, where bank linking was optional due to payroll-based reimbursements. As the platform expanded to support pre-tax benefits that required direct deposit, the product never introduced a hard requirement. Users could complete the entire claim flow without realizing a bank account was needed, leading to delays, confusion, and support overhead.
This issue stemmed from early product assumptions, where bank linking was optional due to payroll-based reimbursements. As the platform expanded to support pre-tax benefits that required direct deposit, the product never introduced a hard requirement. Users could complete the entire claim flow without realizing a bank account was needed, leading to delays, confusion, and support overhead.
Opportunity size
As of July 26, 2023, approximately $600K in reimbursements were pending due to missing bank account information. Although the number dropped to $530K by August 1, the volume remained substantial, indicating a clear need for experience and process improvements.
