Internal Revenue Service
-
Electronic Case Management System
This project centered on the design of the IRS’s electronic case management system, an internal platform used to track, process, and resolve a wide range of tax-related cases.
I worked alongside product managers, developers, and business analysts across multiple teams. My responsibilities included creating mockups and prototypes, ensuring design consistency across the platform.
Role
As a Product Designer, I translated business requirements into visuals, improved UI consistency, and ensured accessibility standards.
Industry
Governement
Tools
Justinmind, Pega
The visuals presented are conceptual mockups created to represent the type of work I contributed to on the project. They do not reflect actual screens or confidential information from the project.
Business Objectives
Our team was responsible for improving existing screens and designing new workflows from the ground up. Some interfaces had been built directly from business requirements, resulting in layouts that were functional but lacked clarity, consistency, and usability. Other areas had no existing UI at all, requiring us to define structure and flow from scratch.
These gaps created friction for users, tasks were harder to complete. For the IRS, this impacted efficiency and increased the need for support and training. Our goal was to deliver thoughtful, user-centered designs that streamlined workflows and supported long-term scalability.
Research
Formal user research and usability testing were outside the scope of this project. However, I gained insights through ongoing collaboration with client stakeholders and subject matter experts. We reviewed our progress and captured feedback that often revealed user pain points, such as unclear labels, misaligned groupings, or overwhelming screen layouts.
This frequent feedback loop served as a stand-in for traditional research methods and played a vital role in shaping design decisions sprint by sprint.
Design
Although the core framework had already been established, I took ownership of designing high-fidelity mockups and prototypes for new and more complex screens, particularly those that required thoughtful structuring beyond standard templates. Working from baseline layouts provided by business analysts, I actively evaluated the intended functionality and restructured the designs to enhance flow, hierarchy, and clarity.
I focused on creating developer-ready mockups that emphasized clear field groupings, intuitive spacing, consistent labeling, and adherence to accessibility standards. Given the modular nature of the platform, I proactively reused and adapted patterns to maintain a cohesive visual system across different screens.
Business Analyst's layout: Functional structure outlining key requirements.
My contribution: A refined mockup translating requirements into an intuitive, developer-friendly UI.
Results
The designs I contributed helped reduce confusion and improved consistency across an increasingly complex platform. While this is an ongoing project, our work has already led to smoother development cycles and clearer user flows. Mockups and prototypes provided developers with actionable, visual context, which improved build accuracy and reduced the need for clarifications or design rework post-sprint.
Stakeholder feedback has been consistently positive. For me, this project reinforced the value of collaboration in Agile environments and the importance of clear, accessible design even within the constraints of enterprise platforms like Pega.
The visuals presented are conceptual mockups created to represent the type of work I contributed to on the project. They do not reflect actual screens or confidential information from the project.