Rethinking Tax by Design
from The Extra Seat Hosted by Stephan Hitchins
In this episode of The Extra Seat, we explore why the Australian Taxation Office (ATO) adopted design thinking and how it has reshaped the way services are delivered to millions of Australians. We’ll unpack how design thinking principles—championed by leaders like Professor Richard Buchanan and adapted for practice in Australia by experts such as Dr Stefanie di Russo—helped the ATO place citizens at the center of service design. From simplifying online forms to redesigning client touchpoints, design thinking has enabled the ATO to improve accessibility and trust. Yet the journey hasn’t been without challenges: entrenched systems, cultural resistance, and the complexity of balancing compliance with user experience. This episode highlights both the breakthroughs and difficulties, showing how design thinking can make even a tax office more human-centered.
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