letting the return submit.” me know

submit. I hit the submit button again on accident without

correction.” This topic was extensively explored in user research. One research participant

described a negative experience having their return rejected due to having entered the wrong

Self-Select PIN (a number used to confirm your identity based on previous year’s return) and

had to contact customer support and submit multiple times before getting it right. During

another session observing this same section, a taxpayer entered a number, hit save, and

remarked, “Oh good, I guess that was right.” Unfortunately, Direct File wasn’t validating the

entry in the way the taxpayer expected, and if the info was wrong, the return would have been

rejected.

In the Report to Congress, the IRS wrote, “[Surveys and user research] suggest that taxpayer

interest in a potential Direct File tool is likely to be greater if it includes the capability to pre populate returns with tax information.” ¹⁴ While the lack of this capability did not prove to be a

barrier to adoption, it remained one of the most common feature requests. Quotes on this

theme include:

“Since the IRS already has my data on file, when I log in, how about pre-filling some of

the demographic fields?”

“You have access to our W-2's, [1099-] INT’s, and all other tax forms. I know it will take

some time to set up the proper methods but, eventually, it would be nice to have all

that autofilled.”

“Reference last year’s tax return and ask if anything changed.”

Another common answer taxpayers gave when asked how Direct File could be improved was

to suggest expanding it to more states and tax situations. One said, “If you can make Direct

File available to ALL Americans in all 50 states and all territories that would help the American

people and our economy.” Another wrote, “Con respecto a la declaración de impuestos, sería

bueno que todos los estados del país tengan este fácil acceso para declarar sus impuestos y

también agregar los formularios faltantes.” (Regarding filing taxes, it would be good for all the

states in the country to have this easy access to file their taxes, and to also add the missing

forms.) And another taxpayer suggested, “Allowing for filing on more types of income. Does

not affect me now, but in the future, I would wish to be able to file all my income not being

limited to specific forms.”