Design Collection
Design Collection
Design Collection
IRS.gov
IRS.gov
IRS.gov
The IRS website serves as a critical platform for taxpayers to access tax-related information, forms, and resources. The aim of the redesign was to simplify the navigation, streamline the content, and improve the overall usability to enable taxpayers to find information quickly and complete their tasks more effectively.
The IRS website serves as a critical platform for taxpayers to access tax-related information, forms, and resources. The aim of the redesign was to simplify the navigation, streamline the content, and improve the overall usability to enable taxpayers to find information quickly and complete their tasks more effectively.
The IRS website serves as a critical platform for taxpayers to access tax-related information, forms, and resources. The aim of the redesign was to simplify the navigation, streamline the content, and improve the overall usability to enable taxpayers to find information quickly and complete their tasks more effectively.
Current IRS Website
Current IRS Website
Current IRS Website
Proposed IRS Website
Proposed IRS Website
Proposed IRS Website
Project Duration
Project Duration
Project Duration
April 2023 - May 2023
(4-week Sprint)
April 2023 - May 2023
(4-week Sprint)
April 2023 - May 2023
(4-week Sprint)
Tool
Tool
Tool
Figma | Optimal Workshop |
Pitch | Zoom
Figma |
Optical Workshop |
Pitch | Zoom
Figma | Optimal Workshop |
Pitch | Zoom
Role
Role
Role
UX/UI Designer
Team of 5
UX/UI Designer
Team of 5
UX/UI Designer
Team of 5
Problem
Problem
Problem
The existing IRS.gov website presents significant challenges in terms of navigation and unclear instructions that overwhelm users. Consequently, users experience frustration and are prone to making mistakes during the tax filing process. The focus on this redesign was to provide a simple step by step tax filing process with quick access to the refund tracker.
The existing IRS.gov website presents significant challenges in terms of navigation and unclear instructions that overwhelm users. Consequently, users experience frustration and are prone to making mistakes during the tax filing process. The focus on this redesign was to provide a simple step by step tax filing process with quick access to the refund tracker.
The existing IRS.gov website presents significant challenges in terms of navigation and unclear instructions that overwhelm users. Consequently, users experience frustration and are prone to making mistakes during the tax filing process. The focus on this redesign was to provide a simple step by step tax filing process with quick access to the refund tracker.
Approach
Approach
Approach
We took initial approach with user interviews of individuals’ taxpayers on their current tax filing process and gathering insights on their experiences, challenges, and expectations.
8 participants
And at the same time, having interviewees to walk through the current IRS website for their behaviors and additional insights for below task:
Finding the tax filing page
Finding the refund tracker
We took initial approach with user interviews of individuals’ taxpayers on their current tax filing process and gathering insights on their experiences, challenges, and expectations.
8 participants
And at the same time, having interviewees to walk through the current IRS website for their behaviors and additional insights for below task:
Finding the tax filing page
Finding the refund tracker
We took initial approach with user interviews of individuals’ taxpayers on their current tax filing process and gathering insights on their experiences, challenges, and expectations.
8 participants
And at the same time, having interviewees to walk through the current IRS website for their behaviors and additional insights for below task:
Finding the tax filing page
Finding the refund tracker
Identifying the pain points:
Identifying the pain points:
Identifying the pain points:
As the result of user interviews with individuals’ taxpayers on the current IRS website and gathered insights into their experiences, challenges, and expectations as below:
As the result of user interviews with individuals’ taxpayers on the current IRS website and gathered insights into their experiences, challenges, and expectations as below:
As the result of user interviews with individuals’ taxpayers on the current IRS website and gathered insights into their experiences, challenges, and expectations as below:
Complex navigation and overwhelming information architecture that was difficulties in finding relevant information
Complex navigation and overwhelming information architecture that was difficulties in finding relevant information
Lack of clear guidance and instructions for various tax processes
Lack of clear guidance and instructions for various tax processes
Inconsistent visual design and outdated interface
Inconsistent visual design and outdated interface
Design Thinking:
Design Thinking:
Design Thinking:
Based on the valuable insights gathered from user interviews, here are the core of the re-design:
Rearrange information architecture to be more simplified with user friendly access
Optimize the priority features for recognition and accessibility
Simple streamlined tax filing process with step by step guideline
Quick access for common feature of refund tracker
Communicate to ensure overall functionality of design was aligned as team
Based on the valuable insights gathered from user interviews, here are the core of the re-design:
Rearrange information architecture to be more simplified with user friendly access
Optimize the priority features for recognition and accessibility
Simple streamlined tax filing process with step by step guideline
Quick access for common feature of refund tracker
Communicate to ensure overall functionality of design was aligned as team
Based on the valuable insights gathered from user interviews, here are the core of the re-design:
Rearrange information architecture to be more simplified with user friendly access
Optimize the priority features for recognition and accessibility
Simple streamlined tax filing process with step by step guideline
Quick access for common feature of refund tracker
Communicate to ensure overall functionality of design was aligned as team
Design Process:
Design Process:
Design Process:
To better evaluate the information architecture rearrangement, the priority design flows were created and tested via Tree Test from Optimal Workshop
12 participants were recruited
To better evaluate the information architecture rearrangement, the priority design flows were created and tested via Tree Test from Optimal Workshop
12 participants were recruited
To better evaluate the information architecture rearrangement, the priority design flows were created and tested via Tree Test from Optimal Workshop
12 participants were recruited
Task #1 Start filing tax
Task #1 Start filing tax
Task #1 Start filing tax
12 /12
12 /12
12 /12
with 10 Direct success and 2 Indirect for task of start filing tax
with 10 Direct success and 2 Indirect for task of start filing tax
with 10 Direct success and 2 Indirect for task of start filing tax
Task #2 Check refund status
Task #2 Check refund status
Task #2 Check refund status
6 /12
6 /12
6 /12
with Direct and Indirect Success for Refund Page
with Direct and Indirect Success for Refund Page
6 /12
6 /12
6 /12
with Direct and Indirect Fail for Refund Page
with Direct and Indirect Fail for Refund Page
As test result indicated, our team has optimized the recognition of Refund to Top Navigation on the site
As test result indicated, our team has optimized the recognition of Refund to Top Navigation on the site
As test result indicated, our team has optimized the recognition of Refund to Top Navigation on the site
Simple streamlined tax filing process with step by step guideline
Simple streamlined tax filing process with step by step guideline
Simple streamlined tax filing process with step by step guideline
Quick access for common feature of refund tracker
Quick access for common feature of refund tracker
Quick access for common feature of refund tracker
Progress Disclosure:
Progress Disclosure:
Progress Disclosure:
Next step is to test and understand how the redesign was recognized with users with below tasks
Describing what they saw on the homepage
Walking us through the steps they would take to file their taxes
Taking us through the steps they would go through to check their refund status.
Next step is to test and understand how the redesign was recognized with users with below tasks
Describing what they saw on the homepage
Walking us through the steps they would take to file their taxes
Taking us through the steps they would go through to check their refund status.
As usability disclosed, user was still having difficulty to locating and understanding their refund status
As usability disclosed, user was still having difficulty to locating and understanding their refund status
As usability disclosed, user was still having difficulty to locating and understanding their refund status
User also stated that there was lack of recognition on the current stage of tax filing and filing steps completion as well as user control of go back for editing.
User also stated that there was lack of recognition on the current stage of tax filing and filing steps completion as well as user control of go back for editing.
User also stated that there was lack of recognition on the current stage of tax filing and filing steps completion as well as user control of go back for editing.
Team collaborated to improve the structure of tax filing and refund tracker to give users more easy access with recognition under 2 iteration of usability testings as result of 5 out of 5 success.
Team collaborated to improve the structure of tax filing and refund tracker to give users more easy access with recognition under 2 iteration of usability testings as result of 5 out of 5 success.
Team collaborated to improve the structure of tax filing and refund tracker to give users more easy access with recognition under 2 iteration of usability testings as result of 5 out of 5 success.
Future State:
Future State:
Future State:
Add Clickable Short Explanation to step by step filing question
Add Clickable Short Explanation to step by step filing question
Add Clickable Short Explanation to step by step filing question
Demonstrate Save my progress in next Prototyping
Demonstrate Save my progress in next Prototyping
Demonstrate Save my progress in next Prototyping
Demonstrate Confirmation Page to Tax filing process of next Prototyping
Demonstrate Confirmation Page to Tax filing process of next Prototyping
Demonstrate Confirmation Page to Tax filing process of next Prototyping
Add Refund Amount to Refund Status
Add Refund Amount to Refund Status
Add Refund Amount to Refund Status
