Filing a tax return for the first time is one of the earliest formal interactions between young adults and the tax administration. It is a legal obligation that arrives shortly after turning eighteen, and for many members of Generation Z, it does not mark a moment of empowerment or inclusion. Instead, it is experienced as an ambiguous, isolating task that lacks clarity, emotional guidance, and practical support. This project explores how Generation Z perceives and engages with the tax system.

The project uncovers a layered disconnect between institutional expectations and user experience. While tax authorities aim for compliance and efficiency, many first-time filers report confusion, hesitation, and fear of making mistakes — often leading them to seek informal help and avoid direct engagement. Over time, this pattern creates emotional detachment from the process itself.

The user experience is shaped less by a lack of ability than by structural and cultural barriers: unclear communication, complex language, and an impersonal tone that alienates rather than supports. These conditions reinforce the perception of tax filing as a task one is expected to complete correctly without ever being taught. Although digital platforms exist, many still feel unprepared, which can lead to rushed submissions, incorrect data, or avoidance. The process becomes a quiet obligation — something to get through, not something to learn from.

This leads to the question: What does it mean to design for institutional trust in a generation that feels disconnected from formal structures? The project makes visible the emotional and social dimensions of public service use and calls attention to the symbolic weight of a tax return as more than a financial formality. It shapes how young adults understand their civic responsibilities and their relationship to public systems.

Through the design intervention, insights were translated into an onboarding booklet that reframes the tax return as a moment of orientation rather than confusion. The booklet aims to reduce barriers, provide clear structure, and foster a tone of calm, constructive support. It offers a more accessible path through the unfamiliar terrain of financial obligations and encourages confident action and independent understanding.

The project contributes by connecting institutional practice with lived experience and offering a transferable approach for civic onboarding. It shows that public services can be designed to empower rather than discourage, and that trust grows when people are guided in ways that are practical and emotionally intelligent. By embedding empathy and clarity into communication, the project supports bridging the gap between the tax administration and young adults as they step into civic life.

Abou Design Management