Government services touch more people, more often, than almost any other digital product. Yet for many Australians, interacting with government platforms still feels more difficult than it should be. Whether it’s applying for support, accessing healthcare information, renewing identification, or navigating regulations, citizens aren’t seeking complexity. They want clarity, fairness, and systems that respect their time.
As Australia continues its investment in digital transformation, one truth has become clear: technology alone does not create better public services. Understanding people does.
And this is exactly where human-centred design (HCD) is reshaping how government teams build, modernise, and evolve services for millions of Australians.
