Improving our website

We’ve improved our Services Australia website to make it easier for our customers to find what they need.

About our website

Our website helps customers find a payment, service and guidance. It helps customers claim and complete tasks online.

We strive to continually improve the experiences of our customers using the website. Following a successful private and public beta, we rolled out our new and improved Services Australia website on 11 December 2021.

Our improvements

We improved the structure and organisation of our website. We made navigation easy, with relevant choices that made sense to the customer.

Our design ensures customers get better help based on their individual life circumstances. Our extensive research found a life event based structure removes complexity in how customers interact with government and access payments and services.

We developed new content to help guide customers through life events. This new content puts customers first and aims to provide a seamless user journey.

We researched with a diverse representation of customers including people with disabilities, Aboriginal and Torres Strait Islanders and people from diverse cultural backgrounds and with English as their second language.

We completed 2,000 research and evaluation sessions with Australians testing the life events model, 10,000 rapid online tests of UX components and icons, and over 3,800 online surveys with staff and website users.

We also rolled out the Services Australia brand on the website. The simple look and feel allows customers to find information based on their needs instead of specific service delivery programs. 

The website reflects our brand values of simple, helpful, respectful and transparent.

Our next steps

Now we‘ve launched our new and improved website, we’ll continue to work on enhancements.

Page last updated: 11 December 2021