{"id":731,"date":"2025-01-27T14:53:45","date_gmt":"2025-01-27T22:53:45","guid":{"rendered":"https:\/\/embedded.gusto.com\/blog\/?p=731"},"modified":"2025-01-27T14:53:45","modified_gmt":"2025-01-27T22:53:45","slug":"designing-small-business-compliance","status":"publish","type":"post","link":"https:\/\/embedded.gusto.com\/blog\/designing-small-business-compliance\/","title":{"rendered":"Designing for Small Business Compliance: A UX Perspective"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Design can transform the complex world of small business compliance into a seamless experience. <\/span><a href=\"https:\/\/www.linkedin.com\/in\/amythibodeau\/\"><span style=\"font-weight: 400;\">Amy Thibodeau<\/span><\/a><span style=\"font-weight: 400;\">, Chief Design Officer and Head of Core Experiences at <\/span><a href=\"https:\/\/gusto.com\/\"><span style=\"font-weight: 400;\">Gusto<\/span><\/a><span style=\"font-weight: 400;\">, discusses designing intuitive, compliant experiences for small businesses. Drawing from her career at Facebook, Shopify, and Gusto, Amy shares insights into balancing compliance with user-friendliness.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>Key Takeaways:<\/b><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Compliance requires small businesses to follow regulatory rules, often assumed to be fully managed by their software.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Regulatory changes highlight the challenge of staying current with shifting compliance requirements.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Compliance design can guide users, preserve choice, and enable flexibility and trust for small businesses.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Collecting accurate data at the right time is critical to avoid costly penalties.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Simplifying jargon helps SMBs understand compliance without feeling overwhelmed.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Continuous updates in compliance workflows foster trust and alleviate user anxiety.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Generative AI has the potential to synthesize vast regulatory datasets, offering SMBs personalized and actionable compliance guidance.<\/span><\/li>\n<\/ul>\n<p><iframe style=\"border-radius: 12px;\" data-src=\"https:\/\/open.spotify.com\/embed\/episode\/6253jBLgz7WBNyx3xXbBEh?utm_source=generator\" width=\"100%\" height=\"152\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" data-load-mode=\"1\"><\/iframe><\/p>\n<h2><span style=\"font-weight: 400;\">Simplifying compliance through UX innovation<\/span><\/h2>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Many SaaS platforms embedding Fintech products underestimate their responsibility in compliance. This podcast explored how compliance impacts small business owners and intersects with product design and strategies for streamlining the experience.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Designing software to help small businesses navigate compliance requirements can be daunting, as regulations are often complex and constantly changing. In a recent <\/span><a href=\"https:\/\/www.smbtechinnovators.com\/\"><span style=\"font-weight: 400;\">SMB Tech Innovators<\/span><\/a><span style=\"font-weight: 400;\"> podcast, Amy shared her expertise in designing intuitive, user-focused compliance solutions. Drawing from her experience at Facebook, Shopify, and now Gusto, Amy provided valuable insights into how user experience (UX) design can simplify regulatory obligations.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-733 lazyload\" data-src=\"https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-1.png\" alt=\"\u201cWe want to give you some guidance on how to resolve the compliance requirement, and we can make it really easy for you to do that within Gusto.\u201d\nAmy Thibodeau\nChief Design Officer and Head of Core Experiences, Gusto\" width=\"1200\" height=\"1200\" data-srcset=\"https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-1.png 1200w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-1-300x300.png 300w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-1-630x630.png 630w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-1-150x150.png 150w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-1-768x768.png 768w\" data-sizes=\"(max-width: 1200px) 100vw, 1200px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1200px; --smush-placeholder-aspect-ratio: 1200\/1200;\" \/><\/p>\n<h2><span style=\"font-weight: 400;\">Understanding Compliance for Small Businesses<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Amy defined compliance as the set of regulatory rules small businesses must follow to avoid penalties or legal issues. These rules exist at multiple local, state, and federal levels and often overlap or conflict. For instance, a business in Chicago must follow the city&#8217;s rules, Cook County&#8217;s regulations, Illinois state laws, and federal requirements.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Small business owners often lack awareness of the full scope of these rules. Many assume that compliance is automatically handled by using software. While this is an ideal scenario, the reality is more nuanced. Amy explained that software should guide users through compliance seamlessly without overwhelming them, but achieving this balance is complex due to the volume and variability of regulations.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">The Triad of Compliance Design<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Amy&#8217;s framework for designing compliance solutions into three core elements:<\/span><\/p>\n<p>&nbsp;<\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>What<\/b><span style=\"font-weight: 400;\">: Identifying the data required for compliance.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>When<\/b><span style=\"font-weight: 400;\">: Determining the right time to request data from users, ensuring it&#8217;s feasible and relevant.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Why<\/b><span style=\"font-weight: 400;\">: Explain the importance of compliance steps in building trust with users.<\/span><\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Designing for compliance is, at its core, designing for trust. The software can reduce user anxiety and foster confidence in the process by clearly explaining why certain data is needed, or specific steps are required.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">Personalization, Context, and Guidance<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">At Gusto, Amy and her team use three key principles to make compliance manageable for small business owners:<\/span><\/p>\n<p>&nbsp;<\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Personalization<\/b><span style=\"font-weight: 400;\">: Showing users only the compliance rules directly relevant to them.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Contextualization<\/b><span style=\"font-weight: 400;\">: Providing compliance information at the right moment, such as during a specific workflow like adding an employee or processing payroll.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Guidance<\/b><span style=\"font-weight: 400;\">: Offering actionable steps to resolve compliance issues through software or external resources.<\/span><\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Amy shared an example involving anti-harassment training, a legal requirement for businesses of certain sizes in specific states. Gusto notifies business owners when they reach the threshold, provides easy access to training resources, and even automates employee enrollment. This proactive approach reduces friction while empowering users to meet their obligations.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-734 lazyload\" data-src=\"https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-1-1.png\" alt=\"\u201cIf you reach a certain size in certain states, you are required to provide anti-harassment training to certain people in your company. We want to help.\u201d Amy Thibodeau Chief Design Officer and Head of Core Experiences, Gusto\" width=\"1200\" height=\"1200\" data-srcset=\"https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-1-1.png 1200w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-1-1-300x300.png 300w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-1-1-630x630.png 630w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-1-1-150x150.png 150w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-1-1-768x768.png 768w\" data-sizes=\"(max-width: 1200px) 100vw, 1200px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1200px; --smush-placeholder-aspect-ratio: 1200\/1200;\" \/><\/p>\n<h2><span style=\"font-weight: 400;\">Balancing Flexibility and Prescriptive Guidance<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Amy acknowledged the tension between giving users flexibility and providing prescriptive guidance. Small business owners value autonomy and want to make informed decisions, but they also need clear recommendations for complex compliance tasks.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">For instance, when businesses must submit an employer identification number (EIN), asking for the EIN prematurely can lead to users entering false information to move forward. To avoid this, Gusto designs workflows that account for real-life scenarios, allowing users to proceed temporarily without the EIN while ensuring they circle back to provide accurate information later.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">Designing for Trust Through Transparency<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Amy emphasized that transparency is vital for building trust in compliance solutions. Many small business owners are unfamiliar with regulatory requirements or why certain data is needed. Communicating the purpose behind compliance requests helps users feel more confident and engaged.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">For example, Gusto explains the importance of an EIN for tax filing and offers flexibility for users who don&#8217;t have it immediately available. By demystifying complex processes, Gusto improves user understanding and fosters trust.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-735 lazyload\" data-src=\"https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-2-1.png\" alt=\"\u201cSome of what we do at Gusto is put information in the context of a flow to let a customer know why something matters.\u201d Amy Thibodeau Chief Design Officer and Head of Core Experiences, Gusto\" width=\"1200\" height=\"1200\" data-srcset=\"https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-2-1.png 1200w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-2-1-300x300.png 300w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-2-1-630x630.png 630w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-2-1-150x150.png 150w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-2-1-768x768.png 768w\" data-sizes=\"(max-width: 1200px) 100vw, 1200px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1200px; --smush-placeholder-aspect-ratio: 1200\/1200;\" \/><\/p>\n<h2><span style=\"font-weight: 400;\">The Role of Empathy in UX Design<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Designing for compliance involves understanding users, especially since regulatory topics can be intimidating. Amy noted that small business owners often experience significant pressure to avoid errors, which can result in fear and anxiety.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">She highlighted the importance of continuous reassurance throughout the user journey. For example, when users submit compliance forms like beneficial ownership filings, Gusto keeps them informed at every step\u2014acknowledging receipt, explaining the next steps, and updating them on progress. This transparency helps users feel supported and reduces the stress of navigating opaque regulatory processes.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">The Potential of Generative AI in Compliance<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The conversation shifted to the role of generative AI in simplifying compliance. Amy expressed optimism about its potential to synthesize complex data and provide personalized guidance.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">She explained that compliance involves navigating thousands of rules across different jurisdictions, many poorly documented or inconsistently updated. Generative AI could analyze and organize these regulations, enabling software to deliver more tailored and accurate experiences for small businesses.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">However, Amy cautioned that technology must remain grounded in customer needs. While generative AI offers exciting possibilities, its implementation should prioritize clarity, trust, and usability.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-736 lazyload\" data-src=\"https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-3.png\" alt=\"\u201cI think what generative AI already does pretty well is synthesizing a lot of complicated data and giving you an answer.\u201d\nAmy Thibodeau\nChief Design Officer and Head of Core Experiences, Gusto\" width=\"1200\" height=\"1200\" data-srcset=\"https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-3.png 1200w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-3-300x300.png 300w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-3-630x630.png 630w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-3-150x150.png 150w, https:\/\/embeddedblog.wpengine.com\/wp-content\/uploads\/2025\/01\/GUSTO-quote-1200x1200-3-768x768.png 768w\" data-sizes=\"(max-width: 1200px) 100vw, 1200px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1200px; --smush-placeholder-aspect-ratio: 1200\/1200;\" \/><\/p>\n<h2><span style=\"font-weight: 400;\">Leadership Lessons for Preserving People at the Center<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Reflecting on her career, Amy shared key leadership principles for keeping people at the forefront of technology design:<\/span><\/p>\n<p>&nbsp;<\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Start with the Customer<\/b><span style=\"font-weight: 400;\">: Always anchor technology solutions in what users need and how they experience the product.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Empathize Deeply<\/b><span style=\"font-weight: 400;\">: Understand users&#8217; challenges and fears, particularly with high-stakes topics like compliance.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Simplify Complex Processes<\/b><span style=\"font-weight: 400;\">: Act as a user translator, breaking down complex regulations into clear, actionable steps.<\/span><\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">The ultimate goal of compliance design is to empower small business owners, reduce their anxiety, and help them focus on growing their businesses.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Listen to <\/span><a href=\"https:\/\/www.smbtechinnovators.com\/episodes\/amy-thibodeau\"><span style=\"font-weight: 400;\">Simplifying compliance through UX innovation with Amy Thibodeau<\/span><\/a><span style=\"font-weight: 400;\">, then learn more about <\/span><a href=\"https:\/\/gusto.com\/\"><span style=\"font-weight: 400;\">Gusto<\/span><\/a><span style=\"font-weight: 400;\"> and <\/span><a href=\"https:\/\/embedded.gusto.com\/\"><span style=\"font-weight: 400;\">Gusto Embedded<\/span><\/a><span style=\"font-weight: 400;\">. And connect with <\/span><a href=\"https:\/\/www.linkedin.com\/in\/amythibodeau\/\"><span style=\"font-weight: 400;\">Amy on LinkedIn<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Design can transform the complex world of small business compliance into a seamless experience. Amy Thibodeau, Chief Design Officer and&#8230;<\/p>\n","protected":false},"author":11,"featured_media":732,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-731","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-behind-the-paycheck"],"acf":{"exclude_from_embedded_resources":false,"popularity":0,"essentiality":0},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Designing for Small Business Compliance: A UX Perspective - Embedded Blog<\/title>\n<meta name=\"description\" content=\"Explore Amy Thibodeau&#039;s insights on designing user-friendly small business compliance experiences, balancing regulatory requirements and user needs.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/embedded.gusto.com\/blog\/designing-small-business-compliance\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Designing for Small Business Compliance: A UX Perspective - 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