Case: IRS using lean design

This is a case I’ve used a lot over the years to demonstrate the value of doing user testing, and having a small batch, lean designer mindset in place.

One of the big elements of lean methodology is to determine what in your plan might be an assumption rather than a fact and then come up with a way to test those theories before fully building out a product.


While the product is still new and continues to be considered a soft launch, taxpayers have initiated over 400,000 sessions and made over $100M in payments after viewing their balance.

Original source: “Your IRS wait time is 3 hours.” Is lean possible in government?