Internal Revenue Service
Client
The Internal Revenue Service Media and Publications Office (M&P) is responsible for maintaining, adding to, and fulfilling the database of 15,000+ forms and publications that the IRS uses to communicate with internal and external stakeholders.
Challenge
M&P needed to improve the IRS publishing, design, and communications processes; create ways to better serve IRS employees and the public; enforce IRS regulations; and modernize to keep up with changing trends in publishing and communications.
Enter Reingold
Reingold worked closely with M&P to identify "pain points" in the internal design process that are difficult for employees to navigate. We conducted focus groups with M&P staff and 34 one-on-one phone interviews with employees across the IRS. This research yielded information on the challenges and opportunities M&P staff encounter with the organization's current processes, as well as the obstacles general IRS employees (M&P's primary customers) face when trying to use M&P's services.
Results
Based on these pain points, we conducted a gap analysis to assess the need for change; reported on industry best practices that could improve M&P's processes; created a PowerPoint presentation to raise awareness among IRS employees about the importance of adopting a more efficient and consistent use of graphic design; and redesigned the M&P's intranet to make its most-used services more accessible for all customers.