Optimizing user and client experiences in the tax industry

Summary: While at H&R Block, I pioneered a new user experience team and mindset. Previously, all UX design resources had been focused on the client experience, while the experience of the tax professionals fell to the wayside by means of outdated and inefficient applications. The team I created and led was the first to focus solely on the tax professional experience across the thousands of nation-wide offices. By evangelizing design systems and human-centered design principles, both the field staff and app developers saw the value in this work and we delivered monumentally better experiences for our tax pros and clients.

Team resource map

Design sprint plan

Team project management

  • "Bree is one of the best UX practitioners out there. She’s been an inspiration for designers and partner teams.”

    Max Kunakhovic - Design Manager

  • “She is quick to understand complicated processes and offers intuitive and creative solutions to help others think outside the box to solve problems.”

    John Hiller - Director of Product Experience

  • "She is passionate about people and purpose, focusing on how she can really make a difference in lives. Inclusivity, accessibility...for many people, these ideas are often buzzwords. For Bree, they truly matter."

    Tiffany Smith - Content Manager

  • “One of the traits/behaviors I appreciate the most from Bree is her passion and it comes out in everything she puts her hands on.”

    Tony Ogden - IT Director