Exploring the Tax Professional Digital Experience

Tax professionals are an important user group of Australian Taxation Office products. My team conducted a large user research piece to gain a better understanding of this group.

We conducted over 20 contextual interviews and an online survey exploring how Tax Professionals use ATO digital products and services in their workplace. I was involved in:

  • writing the survey transcript,
  • running interviews,
  • analysing the interview and survey findings,
  • writing a report presenting the user needs and findings,
  • developing personas and user journey maps of the tax professional digital experience; and
  • conducting a stakeholder workshop

Findings from this research are being used to inform the re-design of the ATO website.

DXP Report Journey Map