Canada Revenue Agency
IT Self-Service Portal Modernization
Redesigning a legacy government IT Self-Service Portal into a modern, scalable platform.
The Final Result
Frictionless experience that would drive user adoption and measurable financial growth.
Project Overview
The Canada Revenue Agency (CRA) needed to modernize its internal IT self-service portal. Because the original system was built on early-2000s legacy technology, the outdated experience was difficult to navigate. This friction led to significant inefficiencies and placed a high demand on support staff. My goal was to redesign this portal into a modern, scalable platform for 75,000 CRA and CBSA employees.
My Role
Senior Product Designer
July 2023 – May 2024
I led the vision, UX strategy, and visual design for this large-scale modernization effort. During this time, I partnered with cross-functional Agile teams to transform complex workflows. Together, we modernized over 100 forms and established a scalable design system that will serve the agency for years to come.
The Problem
The primary issue was fragmentation. Four separate legacy systems created an inconsistent and inefficient portal experience. Consequently, employees were unable to resolve their IT needs quickly, which stalled productivity across the agency.
The Team
I worked within a cross-functional Agile team. This group included Business Analysts, designers, developers, and key government stakeholders, all focused on a unified digital transformation.
My Methods
To build a better solution, I utilized behavioral and ethnographic research. I also conducted co-design workshops, service design mapping, and rigorous usability testing to ensure every design decision was backed by user data.
The Tools
I leveraged Figma for high-fidelity design and prototyping. Additionally, I utilized specialized research frameworks and accessibility testing tools to ensure the portal met strict federal standards.
Final Design Direction
The modernized portal delivered a streamlined and intuitive platform. Employees can now easily complete common tasks, such as chatting with IT, resetting passwords, and reporting issues. The final design introduced modern navigation and a powerful search engine. Furthermore, the interface is fully aligned with modern accessibility standards to ensure inclusivity.
Design System
The final solution automated outdated processes and reduced the user’s dependency on memory or support staff.
By creating a cohesive digital service experience, we empowered employees to manage their IT needs independently.
Exploration & Discovery
To understand the challenges employees faced, I began with a deep dive into legacy artifacts. I spoke directly with end users to uncover the most common workflows. This allowed me to prioritize the improvements that would provide the highest value to the agency.
Artifact Review
I immersed myself in the legacy forms and documentation that had previously stalled modernization efforts.
User Interviews
I conducted 12 in-depth interviews with CRA/CBSA employees, IT consultants, and managers.
User Group Identification
I identified two key audiences: the general agency staff and the IT support branches.
Key Task Prioritization
Through research, I highlighted three primary needs: IT chat, password resets, and issue reporting.
UX Design Process
I used an iterative, Agile approach to translate these insights into functional solutions. Every stage was validated with users and stakeholders to ensure alignment.
Wireframes & Prototypes
I created interactive flows to test navigation and task prioritization.
Homepage Redesign
We placed high-frequency tasks directly on the homepage for immediate access.
Form Modernization
I redesigned 114 legacy forms, simplifying inputs and ensuring visual consistency.
Design System
I built reusable components and style guides to ensure scalability across all CRA products.
Accessibility Compliance
My team implemented WCAG-aligned standards to ensure the portal remains inclusive.
Responsive Design
We ensured the portal worked seamlessly across all devices used by the agency.
Testing
I ran usability sessions and surveys to validate the new flows and language.
Impact & Results
The redesigned CRA IT self-service portal went live in December 2024. Today, it serves thousands of employees daily. While funding cycles ended before long-term outcome measurement, the immediate project milestones demonstrated immense value. We successfully transformed a 20-year-old legacy system into a modern, user-centric ecosystem.
Automated workflows reduced reliance on memory and support staff.
Streamlined homepage navigation for the most common IT requests.
Shifted CRA’s internal UX team toward Agile, iterative delivery
