IRS MODERNIZATION & AUTOMATION

Over six years, I led UX for the IRS on a multi-year modernization program aimed at replacing outdated, highly manual processes with digital-first, automated solutions. In this role, I managed a large design team while driving strategy, scaling design practices, and ensuring usability compliance in one of the most regulated environments in government.

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Client

Year

2020-2025

Industry

Government

Role

Experience Design Lead

Challenge

The IRS relied on decades-old legacy systems that were costly to maintain and difficult for employees and taxpayers to use. Processes were fragmented, accessibility compliance was inconsistent, and modernization had to be delivered in an environment where security, scale, and regulation left little room for error. Leading a large team, I needed to balance innovation with stability while aligning multiple workstreams and stakeholders.

Process & Solution

My design approach for the IRS modernization program centered on scalability, alignment, and accessibility across more than 20 enterprise applications. I led cross-functional workshops to define shared goals, mapped end-to-end workflows for both employees and citizens, and validated solutions through iterative prototypes. Every decision balanced usability with strict compliance standards, ensuring that modernization efforts improved both task clarity and consistency across teams.

I oversaw design strategy and execution for initiatives such as Innocent Spouse and ECM, managing a large, multi-disciplinary team to maintain quality and cohesion. The team built a scalable design system aligned with Section 508 accessibility standards, ran workshops with IRS employees to surface workflow bottlenecks, and delivered user flows and interaction patterns optimized for Pega’s low-code platform. These combined efforts created a unified, future-ready design foundation for ongoing digital transformation.