Our team partnered with the Paychex UX Content team on a full-scale simplification effort, condensing hundreds of procedural steps into tight, navigable guides. From there, we produced over 150 videos, blending custom animation, voiceover, sound design, and live-action footage with animated overlays where it made sense. Each video was built as a branching experience in Brightcove, letting users choose their own path through the content based on what they actually needed to do.

That modular structure paid off operationally too. When Paychex rolled out new functionality or styling updates to Flex, we only needed to rework 15-20 second snippets instead of re-shooting full videos. The impact on the user side was just as significant: Help Center calls dropped by roughly 54%, with support tickets falling even further. That same library of revised content became the foundation for a rebuilt help center, structured and tagged to power Paychex’s first smart chatbot.