IRS: Design Thinking


The IRS is a bureau of the Department of the Treasury and one of the world’s most efficient tax administrators. In fiscal year 2015, the IRS collected almost $3.3 trillion in revenue and processed almost 240 million tax returns.

I was invited by members of the payment team to help them refine their online product to better serve citizens and businesses that use it everyday. To that end, I performed a two day design thinking workshop with their teams to help them understand user needs, develop the big ideas they wanted to go after, and then use storytelling techniques such as job stories and story boards to explain what their new product might look like.