Blueprinting the void: The story of ‘Reinventing the ATO’
A new leadership! A refreshed direction! The need for change…
Led by our Commissioner Chris Jordan, at the ATO we have begun a journey of ‘reinvention’, to change the way we work, and the products and services we deliver to make it easier for everyone to participate in the tax and super system.
But it hasn’t been easy; And with something as large and complex the tax and super system, where do you start?
In the beginning, there were projects starting up across the organisation, all at different points, and all trying to solve different problems. But as designers we noticed a ‘void’.
We had a vision and mission for change, but we needed to develop a truly integrated view of the user experience across the entire system, ensuring you – the user – was at the centre of everything we did.
By uncovering this ‘void’ and defining our problem we were able to set an anchor point and give the organisation the direction it needed to move forward.
This presentation is a reflection of the journey we have just gone on. It has been a design marathon not a sprint. Using design thinking and user-centred approaches we have developed a client focused blueprint that tells the story of the future experience for our users.
And this is only the beginning!
