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Over six years, I led UX for the IRS on a multi-year modernization program aimed at replacing outdated, highly manual processes with digital-first, automated solutions.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.

Solution

I oversaw design strategy and execution across programs including the Innocent Spouse and ECM initiatives. Key contributions included:

Managing and mentoring a large, cross-functional design team to ensure quality, alignment, and consistency.
Establishing a scalable design system aligned with Section 508 accessibility standards.
Running workshops with IRS employees to identify workflow bottlenecks.
Delivering user flows, prototypes, and interaction patterns that simplified highly complex case management tasks.
Embedding with development teams to ensure design feasibility within Pega’s low-code platform.

Impact

Streamlined workflows, reducing task times and error rates.
Drove employee adoption and satisfaction with more consistent, accessible interfaces.
Scaled design practices across a large, multi-year, multi-team modernization program.
Strengthened organizational trust in human-centered design within government systems.