Improving the Taxpayer Experience Through User-Centered Design

2023 | UX Designer

As a UX Designer at the IRS, I focused on enhancing the user experience for IRS.gov and several key unauthenticated applications (PUPs). My work centered on identifying and addressing critical usability issues to improve taxpayer satisfaction and streamline processes. For example, I redesigned the tax withholding estimator (TWE) results page, creating clear instructions and a visual guide to help taxpayers understand how to adjust their withholdings. I also identified the need for a system to remind taxpayers to re-evaluate their withholdings annually, a crucial enhancement for the next phase of the project. In addition, I updated the Tax Assistance Office Locator (TAC) application, enhancing its functionality and bringing its user interface up to modern standards while identifying further opportunities to improve the overall user experience. This work highlights my ability to leverage user research, identify critical usability gaps, and implement effective design solutions to improve the taxpayer experience.

My Role

UX Design Lead

Platform

Drupal

Team

• UX Branch Chief: Brandon Szabo
• UX Research Lead: Sam Chapman
• Dev Project Manager (Accenture): David Ruiz
• UX Designer (BAH): Mark Dyson
• UX Researcher (BAH): Lindsay Hauptman