Creating a New Vision for IRS.gov

Client

Internal Revenue Service (IRS)

Goal

Provide the IRS with a vision for a taxpayer-centered IRS.gov.

Problem

How do we communicate simply and accurately about one of the most complex systems that nearly every American must interact with?

Original homepage Information overload: Designed for the agency, not the taxpayer	Vision homepage Audience and task based plain language navigation
Before: How to get a transcript	Vision: How to get a tax record Organized reflecting taxpayers' mental models and language
Before: 20 minute wizard	Vision: Quick and easy calculators Instead of 20 minutes, this task can be completed in under 30 seconds by avoiding edge cases

Solution

Develop a lean site that addresses the top tasks most taxpayers are seeking to accomplish. Demonstrate an agile design process with users that cuts costs and improves outcomes.

Services Provided

Project Management, User Research, Writing & Editing, Creative Vision, Publishing Model and Governance Planning

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Original homepage

Information overload: Designed for the agency, not the taxpayer

Vision homepage

Audience and task based plain language navigation

Before: How to get a transcript

Vision: How to get a tax record

Organized reflecting taxpayers' mental models and language

Before: 20 minute wizard

Vision: Quick and easy calculators

Instead of 20 minutes, this task can be completed in under 30 seconds by avoiding edge cases