User centred information design practices and processes at the Australian Taxation Office

Abstract

This paper discusses results from a research study in the design and implementation of information documents and products in the Australian Taxation Office (ATO). It presents a composite ethnographic and case study analysis of user-centred information design practices at the ATO from 2001-2005, and shows that the ATO has been an active proponent of user centred design practices in developing business information documents and products for an extended period of time, while also identifying potential opportunities to improve business simulation, design and product construction. The article highlights that user-centred design principles may have broad based application in both the public and private sectors.