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Government Platform
Improving Data Quality & Workflow Efficiency
The Georgia Tax Tribunal needed to improve the QC process within its digital petition system (ePortal). Inefficiencies and unclear workflows impacted user experience and operational accuracy.
Led discovery research and partnered with stakeholders to identify key issues and shape product direction and backlog priorities.
Overview
The research revealed systemic issues in how users interacted with the QC process, including:
- Misalignment between system design and real-world workflows
- Lack of visibility into process status and next steps
- Cognitive overload caused by fragmented tasks and unclear requirements
These insights were reframed into actionable opportunity areas to guide product improvements.
- Defined priority areas for improving the QC workflow
- Informed product backlog through creation of 1 Epic and 15 user stories
- Guided decision-making through a cross-functional prioritization workshop
- Helped align user needs with business goals and development constraints
- Identified 10 key insights that informed product direction
- Enabled prioritization of high-impact improvements
- Strengthened alignment across product, UX, and engineering
- Rebuilt client trust through clear communication and strategic guidance
Affinity Mapping & Synthesis
Data Results
Over 243 data points were collected from the user interviews, which resulted in 31 themes discovered and 10 Key Insights.
Process Flow Mapping
Identifying Process Pain Points
Qualitative data was collected from the interviews and used to map out the user process flow. The diagram mapped the entire Petition's QC process from beginning to end and noted specifically what happens at each step, what user actions are taken within the UI, what user actions are taken outside of the UI, what the paint points are at each step, opportunities for enhancement, and How Might We guiding questions.
Prioritization Workshop
Following the Research Report, I created and led a Prioritization Workshop with my team in order to rank the pain points discovered by priority. Priority was determined by UX analysis of user needs in conjunction with the Product Owner/Client's business needs. Once prioritized, developers were then invited to help size each potential story, which was then added to the backlog for future sprints.