One TTB | Using a User-centered Systems Approach to Developed a Unified Regulatory Experience

Strategy and design ideation for Permits Online Modernization Effort, for the Alcohol and Tobacco Tax and Trade Bureau (TTB)

2017-18, 1 Source supporting TTB

From left to right: 1) Swim lanes to understand current processes. 2) Cartooning of processes to stimulate design thinking 3) Diagramming the interactions of systems and workflows 4) A sample of the detailed personas developed based on research, this one highlights Accessibility needs 4) Conceptual wireframe that aggregates all the data internal users require for decision making

Project Summary

Modernization strategy and for TTB and single point for TTB Applications and support documentation (permits online, COLA)  to streamline regulatory requirements

My Role

  • Led problem analysis, user research, business process reengineering, and system design as a part of a technology modernization effort for the Tax Services Branch (TSB). 
  • Worked with internal and external stakeholders to optimize the experiences of Bureau users and industry members to facilitate transparency and the enforcement of regulations.
  • Conducted user interviews, performed cognitive task analysis (CTA), captured business needs, diagramed existing (and future-state) processes, facilitated ideation and design solutions sessions, and developed wireframes and proto-types.
  • Lead UX Researcher and Designer
  • Created prototypes, wireframes