As the Lead UX/UI Designer for the IRS Tax Pro Account, I had the unique opportunity to modernize a complex government-facing application that serves tax professionals across the country. This wasn’t just about a new coat of paint—it was about deeply understanding user needs, collaborating across multiple disciplines, and introducing Lean UX principles into a traditionally waterfall-driven environment.
Why Lean UX?
Government projects often come with layers of requirements, compliance constraints, and long feedback loops. Traditional UX methods can stall progress when time and resources are limited. Lean UX allowed us to be nimble, test hypotheses quickly, and make evidence-based decisions without waiting for full documentation or final sign-off at every step.
Although we operated in an Agile environment, we faced a major turning point when we lost our design contractors. With an accelerated roadmap and multiple features in development at once, I became the sole designer responsible for maintaining momentum. To manage this increased workload effectively and continue delivering high-quality design outcomes, I introduced Lean UX into our workflow.
Building the Right Foundation
Our team inherited a product that lacked consistency and scalability. I started by auditing the current experience, identifying friction points, and mapping them against user pain points gathered from feedback channels. From there:
- I created a design master file in Sketch, later transitioned to Figma to support real-time collaboration.
- Established a file structure and component library that other IRS product teams now rely on.
- Documented reusable patterns to align the Tax Pro Account with broader IRS design standards.
Collaborating with Agile Dev Teams
I worked across four scrum teams, each focused on different functional areas. Dual-track Agile was key—we balanced discovery and delivery in tandem. Each sprint, I:
- Co-created with BAs, developers, and testers to ensure design feasibility.
- Delivered just enough design—low-fidelity flows when needed, clickable prototypes when alignment was key.
- Iterated quickly based on stakeholder feedback and constraints.
A Real Example: View Taxpayer’s Details Feature
The “View Taxpayer’s Details” feature is a great example of Lean UX in action. We:
- Identified this as a high-priority need based on user interviews and stakeholder feedback.
- Prototyped key interactions to ensure the most relevant taxpayer details were accessible and understandable.
- Conducted internal walkthroughs and usability testing during the 2024 IRS Nationwide Tax Forum.
- Partnered with researchers who collected data from five cities—we synthesized that feedback into iterative design refinements.
This approach allowed us to validate our assumptions quickly and adapt to real-world use cases while maintaining alignment with federal standards.
Lessons Learned
- Design systems matter: Having consistent patterns speeds up dev and simplifies onboarding.
- Working small helps you move fast: Narrowing scope helped us test, learn, and build trust.
- Federal UX is about more than usability: Accessibility, policy, and security considerations shape every decision.
Looking Ahead
This work laid the foundation for the future of authenticated experiences across IRS platforms. By applying Lean UX principles, we didn’t just ship designs—we helped shape a more human-centered way of working within government.