National Tax Services Firm
Tax credit mobile app redesign.
Confidential
Role
UX Designer
Client
Confidential — National Tax Services Firm
Deliverables
Redesigned mobile app user flows, adapted digital design system, and developer-ready prototypes delivered within 2 sprints.
Problem Statement
The firm's tax credit application relied on a fragmented multi-application system that had grown organically over years. Field agents were juggling multiple tools to complete tasks that should have been handled in one place.
The goal was to consolidate the experience into a single mobile application without disrupting existing workflows or requiring retraining at scale.
Overview
Used whiteboard sessions to map and consolidate user flows based on the outdated multi-application system.
Identified the full scope of functionality spread across existing tools and prioritized features for the initial release.
Established design principles to guide the mobile-first adaptation of a historically print-based system.
Research
Identified high-priority functionality through structured stakeholder reviews with field agents and managers.
Observed agents using the existing system in context to understand real-world usage patterns and workarounds.
Reviewed the firm's existing print-based design system to identify elements transferable to a digital environment.
Synthesis
Adapted the print-based design system for digital implementation, creating a coherent visual language for the app.
Mapped consolidated user flows to a streamlined information architecture that reduced task completion steps.
Developed a component framework that could scale to accommodate future feature additions.
Outcome
Successfully completed rapid design and developer handoff within 2 sprints.
Delivered a mobile app prototype that consolidated the multi-application system into a single, coherent experience.
Stakeholder reviews confirmed the redesigned flows significantly reduced cognitive load for field agents.