How to help (when people would prefer not to talk to you). The story of ATO Community.
We have an interesting UX problem in the ATO. Most of the time people would rather get root canal without anaesthetic than talk to us. Ok, that may be a slight exaggeration – but you get the idea. So how do you support your clients day-to-day when they don’t want to talk to you? More importantly, how do you run a proper design process?
This is the tale of ATO Community - the first government peer-to-peer online platform. A channel that grew from a small proof of concept into the number one hit on Google when you search for your tax or superannuation questions (and without paid advertising!).
Over 20 minutes, Kelbe (Product Owner of ATO Community) and Lyle (Director of Design and Creative Services) will talk candidly about how struggling with competing user needs gave way to a revelation – That sometimes we aren’t the best people to solve the day to day informational needs of our users. Sometimes it’s the users themselves.