Resolving an Erroneous Tax Return – Enhancing the IRS Error Resolution Experience

Title and Introduction

Resolving an Erroneous Tax Return – Enhancing the IRS Error Resolution Experience

This research initiative focused on improving the IRS process for resolving erroneous tax returns. In collaboration with W&I and the Taxpayer Digital Communications (TDC) office, the IRS UXD team investigated the experiences of taxpayers, Customer Service Representatives (CSRs), and Error Resolution System (ERS) staff. The goal was to identify communication breakdowns, systemic inefficiencies, and service gaps in order to improve the taxpayer experience and streamline resolution processes.

Problem Statement

The process of correcting tax return errors is cumbersome and confusing for all involved. Taxpayers struggle to understand 12C letters and submit required documentation. CSRs are limited by outdated tools and lack real-time visibility into ERS workflows. ERS staff operate in silos, slowed by manual reviews and unclear communication loops. These challenges contribute to inefficiency, taxpayer frustration, and processing delays.

Process and Methodology

Timeline: November 2022 – January 2023

Methodology: 25 one-on-one virtual sessions with 8 CSRs, 8 ERS staff, and 9 taxpayers

Activities: Journey mapping, live account walkthroughs, scenario discussions, and tool evaluations

Analysis: Pain point synthesis across journeys, followed by collaborative ideation with stakeholders

Outcome: Journey mapping and stakeholder input revealed the need for a unified, integrated visual that became a service blueprint combining user experience and operational insights.

Solution and Implementation

The service blueprint mapped each phase of the resolution process—Assess Issue, Resolve, and Close—across user roles and systems. It helped identify where friction occurred and where digital tools could provide the greatest relief. Three priority solutions emerged:

1. 2-Way Secure Messaging (SM): Authenticated, asynchronous communication that reduces paper handling and allows real-time updates
2. Dedicated 12C Chatbot: Available 24/7 to answer FAQs and reduce simple call volume
3. Enhanced 12C Page on IRS.gov: Improved language, usability, and alignment with taxpayer mental models

Results and Impact

• Journey Integration: Created a holistic service blueprint aligning taxpayer, CSR, and ERS experiences
• Unified Understanding: Replaced siloed journey maps with a shared reference that drove solution prioritization
• Efficiency Gains: Potential to reduce call volume, processing delays, and resubmission rates
• Scalable Design: Blueprint model can be adapted to other IRS processes requiring multi-user coordination

Visuals and Design

• Three Journey Maps (Taxpayer, CSR, ERS)
• Service Blueprint: A system-wide view of workflows, user goals, tools, and pain points
• Decision Matrix: Evaluated each proposed solution by feasibility and impact
• Before/After Process Visuals: Illustrated improvements with digital tools integrated into key process stages

Credits and My Role

My Role: Lead UX Researcher and Blueprint Architect

• Led qualitative sessions and synthesized journeys
• Identified the need for an integrated framework and created the service blueprint
• Facilitated cross-functional ideation with W&I and TDC
• Collaborated with design and strategy teams to define tool requirements and next steps

Collaborators:

• Taxpayer Digital Communications Office
• IRS Wage & Investment Division SMEs
• UX Design Team

Call to Action

Looking to visualize and fix complex, multi-user service problems? Let's connect. I specialize in using service blueprints and journey diagnostics to turn fragmented processes into human-centered systems that work—for users and staff alike.