This expectation map is based on the experience multiple users had with the ATO point of contacts, while attempting to lodge their own tax 19/20.

I'm having a hard time trying to find the information i need

I'm not able to collate my findings into a complete list

I am going to mediate on it.

I cant undertsand this jargon

The website would be really functional if the information were understandable.

Use the navigation bar of the ATO website

Call the ATO for clarification

Look for clarification on social sites

Search for videos from the ATO directly on 'how to' achieve their outcome

Will I ever get on top of my finances

I don't understand how to manage my tax or what i'm eligibility to claim

I'd like to hear from the ATO, giving clear methods on how to achieve my outcome

I'd like to hear informative information when i call the ATO

Id like to hear some informative holding music

I feel like information should be freely available and free to the public about something so important and neccesary

Friendly staff with helpful attitudes when visiting office

Group learning facilitated by ATO (see general assembly, meetup)

A tax form with popup instructions for each section

I dont think i should have to have a degree to understand something that is fundamental to living in this society such as tax

Succumb to the appeal of having a tax professional do their dirty work

Feeling like im getting ripped off left right and centre