Overview

In response to the American Rescue Plan’s expansion of the Child Tax Credit (CTC) in 2021, we developed GetCTC. This was a free, mobile-friendly tool designed to help low-income families, who typically do not file taxes, claim the CTC and any missed stimulus payments. The tool aimed to bridge the gap between eligible families and the benefits they deserved.

Challenge

Many families eligible for the expanded CTC did not traditionally file taxes due to low income, meaning their information was not on file with the IRS. Without a tax return, these families would not automatically receive the CTC payments. The challenge was to create an accessible solution that allowed these non-filers to submit the necessary information to claim their benefits.

Key pain points included:

• Many low-income families don’t file taxes because they don’t make enough money, so the IRS doesn’t have their information.
• Filing taxes can be complicated, especially for people who aren’t used to doing it, don’t have internet skills, or have limited English proficiency (LEP).
• A lot of people don’t have desktop computers, so the tool needs to work well on phones.
• It’s tough to connect with people who need help the most, like those dealing with homelessness, legal issues, or language barriers.

Approach

The website’s legacy design, siloed content, and disconnected services made it difficult for people to complete essential tasks, especially those unfamiliar with government processes or facing language barriers.

Understanding Client Needs

• Conducted in-depth research to understand the challenges faced by people who don’t normally file taxes. This included both quantitative and qualitative research.
• Ran usability tests where real users tried the tool without guidance, so we could see where they got confused or stuck. This helped us make changes to improve the experience.
• Conducted randomized control trials to find the best ways to design for and reach people who were missing out on tax credits.
• Made sure to include people from different backgrounds, including those dealing with homelessness or legal issues.

Building a Better Tool

• Added clear options for users to get help or continue their application whenever they might get stuck in the process.
• We made the tool mobile-friendly, since many users don’t have desktop computers.
• As the IRS expanded simplified filing regulations to Puerto Rico, we updated the tool to include nearly 300,000 additional families and ensured full Spanish translation
• We continuously improved the tool over time to make sure it reached as many eligible people as possible.

Sharing and Promoting the Tool

• Worked with the White House and Treasury to promote GetCTC, including a White House briefing and a speech by our CEO.
• Featured in major news outlets like the New York Times, Wall Street Journal, and Washington Post.
• Spoke at the 2021 Center for Taxpayer Rights workshop: “Reimagining Tax Administration.”
• Kept GetCTC visible in the news and government sites so more families could find it and get benefits.

Key Contributions

• Led the design of GetCTC.org, using iterative, and human-centered methods
• Conducted extensive user research with non-filers and underserved communities to shape a simple, accessible experience
• Collaborated with IRS, Treasury, White House, and community partners to coordinate design, launch, and outreach
• Ensured mobile-friendly design and multilingual support, including full Spanish translation
• Continuously improved the tool to reach more eligible families and increase benefit delivery