Iterative Taxpayer Experience Testing for Online Account Release
Wage and Investment
Project Plan
Study Points of Contact
Fors Marsh Group and IRS points of contact
IRS
WI COR: Veronica Ogletree & Jeffery McConnell
Research Study Leads: Ariel Wooten & Courtney Rasey
Research Team Lead: Sasha Lanes
FMG
Director of Qualitative Methods: Kinsey Gimble
POC and Recruiting Lead: Julie Brown
Online Account Background and Research Objectives
Testing functionality and features of OLAs
Testing rounds to be conducted based on rollout of OLA updates
Project Scope
144-168 total (recruiting 20 to seat 12-14 per city, per round), 60 minute interviews, four cities, 3 rounds per city
Cities
Atlanta, GA – Jackson Associates
Memphis, TN – Axiom Research
Columbus, OH – Lextant Labs
Phoenix, AZ – Plaza Research
Target population
Individuals must be 18 years of age or older
Mix of age and income
Individuals must have filed taxes within the last 4 years
Individuals must have made a payment to the IRS within the last 4 years
Individuals must have an OLA or are willing to set up an OLA to participate in the study
Up to 50% of participants can be from previous rounds of OLA study – capping participation at 2 rounds only
Can use individuals that do not have access to their account, but attempted to access, so long as they provide us with information as to why they were unable to get into an account.
Population might change if transcript request become a focal point in the OLA updates
Atlanta location – Can use participants from IRS Rapid Response study that took place in 2017/2018, but participants can have participated in one round only and cannot be used in additional OLA rounds (capping total participation at 2 rounds between both studies)
Screening materials & consent form
Provided by IRS to FMG
Facility rental and coordination
Two IRS researchers conducting interviews at each location
Two room rental over a day and a half to conduct interviews
FMG to send IRS recruitment on T/Th each week during recruitment
Will need audio recording at each location
Per contract “Audio recording of the sessions is also required.”
Will require participants to sign consent form prior to participation
Project Timeline
Anticipated update release dates & fielding dates
Round 1
Update release April 8th – April 12th
Fielding weeks of April 15th & April 22nd
Round 2
Update release June 10th – June 14th
Fielding weeks of June 24th, July 8th/15th
Round 3
Update release August 12th – 16th
Fielding end of
August/beginning of September
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