CATEGORY 2 - DELIVERING EXCELLENCE IN DIGITAL SERVICES
FIRST-TIME FILER CUSTOMER JOURNEY TEAM
Office of Online Services
Internal Revenue Service
U.S. Department of the Treasury
The Customer Journey Team at the Internal Revenue Service (IRS) is being recognized for enhancing user experience on IRS.gov, a heavily trafficked federal website receiving 3 billion page views annually. Recognizing the importance of clear and accessible information for first-time tax filers, they conducted extensive research including site metrics, surveys, and user testing. This led to the creation of a new interlinked page type and the rewriting of 20 key pages, aimed at simplifying content and improving navigation.
Following implementation in January 2024, the redesigned pages quickly garnered over 103.7 million views within the first month, comprising 28% of IRS.gov traffic. Six new pages entered the top 500 most viewed, with additional positive metrics showing reduced internal searches and improved external search rankings. Notably, user engagement with the interlinked series was high, indicating effective navigation through related tasks.
Overall, these efforts significantly improved the taxpayer experience by making information easier to find, understand, and utilize on IRS.gov. The project’s success underscores the impact of data-driven content realignment and sets a precedent for enhancing other user journeys across the website, ensuring that users can efficiently navigate IRS resources to meet their tax obligations.
A PROUD MOMENT WITH THEIR CUSTOMER
ELIZABETH GONZALEZ
Senior Web Strategist
KATHY TUITE
Web Strategist
CATHERINE PARKER
Digital Project Manager
DAWN FITZELLE
Web Strategist
SHANNON LANCASTER
Web Producer
SHANEE MCFADDEN
Senior Web Producer
CHELI RIOS
Senior, Web Strategist
HECTOR SOTO TORRES
Web Producer
CLAUDE STEINBERG
Web Producer
ANNIE POWER
Web Strategist
BOB GREINER
Senior Web Strategist
KIRA PRIN
Product Development Specialist
(Product Manager)
KATHRYN HOPPER
Senior Web Strategist
CONNIE BUTLER
Web Strategist
AMANDA REILLY
Web Strategist
KIM MANZI
Web Strategist
HANNAH HOPE
Web Producer
DANE SCHLEA
Management And Program Analyst
AMY SCHNEIDAU
Supervisory Web Specialist
ANNE CORCORAN
Senior Web Producer
BARRY SUMMERLIN
Product Development Specialist
(Product Manager)
QUYNH PHAM
Web Strategist
SAM CHAPMAN
Digital User Experience Analyst
DANIEL ROBINSON
Digital User Experience Researcher
HAI VUONG
User Experience Designer
NIKKI TRUCCO
User Experience Designer
CLAIRE TRAINER
Supervisory Web Specialist
L'TANYA CHEW
Supervisory Web Specialist
ANGELA RENDER
Supervisory Digital Services
KARIN RICE
Suvy Public Affairs Specialist
TIM HOBSON
Supervisory Public Affairs Specialist
MARK HANSON
Lead Public Affairs Specialist
CESANNE GREATHOUSE
Public Affairs Specialist
AL BERGER
Supervisory Public Affairs Specialist
MICHELE LASSAUX-HARLAN
Lead Public Affairs Specialist
JENNIFER BREUCHAUD
Public Affairs Specialist
ALLISON MACGUIRE
Lead Public Affairs Specialist
SARAH PRICE
Supervisory User Experience &
Design
BRANDON SZABO
Supervisory User Experience & Design
STEPHEN CHOVANEC
Supervisory User Experience & Design
PATRICK PRUGH
Supervisory User Experience &
Design
ERIN MITCHELL
Supervisory User Experience & Design
WALTER KIRKLAND
Supervisory Digital Services Manager