TAX PRACTITIONER BOARD

Fostering a positive customer experience

CHALLENGE

CONDUCTING USABILITY TESTING ON THE RECENT CHANGES TO THE TAX PRACTITIONERS BOARD’S (TPB) WEBSITE SERVICES TO  ENSURE THE DELIVERY OF A POSITIVE USER EXPERIENCE.

SOLUTION

We used our Service Design approach to conduct user testing with focused tasks. We conducted 25 in-depth user interviews, expert reviews, and online guerilla testing with over 150 users.


After analyzing the data, we could reveal the motivations that led to the behaviours or comments about the new services and the website in general.

IMPACT

Built a series of personas to reflect key user groups.

Captured and prioritised 20+ user needs and stories focused around content, navigation, and user interface.

Produced recommendations and a framework for implementation options.

LATEST WORK

WORKSAFE VICTORIA

ENGAGING YOUNG WORKERS

DON’T MAKE SMOKES YOUR STORY

AUSTRALIAN GOVERNMENT

INTERESTED
IN PARTNERING
WITH US?
We love a challenge big or small, local or global. So don’t hestiate to reach out.
OLIVER
RUST
+852.2882.3042

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