Originally developed during the COVID-19 pandemic for proof of vaccination and check-ins, the ServiceWA app was meant to evolve into a long-term, all-in-one platform for accessing government services in Western Australia. In mid-2024, that transition became official—introducing digital licences, fines payment, fishing permits, health alerts, and more in a redesigned, modular interface.
But rather than streamlining access to government services, the new design was cluttered, inconsistent, and difficult to navigate—turning what could have been a model of modern civic design into yet another government digital service failure.
Everything, Everywhere—All at Once
The update introduced a tile-based homepage with over 15 service icons at launch, many with no labels beyond a vague symbol. Users were suddenly presented with:
- A scale icon (fines)
- A water droplet (boating safety)
- A medical cross (health notifications)
- A map pin (public venue search)
Tapping on these led to entirely different layouts, navigation styles, and form patterns. There was no unifying UX model, and users felt like they were entering 15 separate apps disguised as one.
This made onboarding extremely confusing—especially for older users, first-time citizens, and anyone unfamiliar with government jargon. What should have been a single, powerful interface became a maze of inconsistent mini-platforms.
Redundancy Without Context
In several cases, users were confused by duplicate entries. For example, the app offered:
- A “Digital ID” module
- A “Licences & Credentials” module
- A separate “Fishing Licence” tile
Each used different UI patterns, had overlapping but slightly different data, and none explained how they connected. Some users accidentally applied twice for the same ID, while others missed renewals because they only checked one of the areas.
Rather than consolidating services into a coherent experience, the app relied on surface-level integrations with existing departments, leaving users to piece together their own journeys.
Login Fatigue and Broken Sessions
Another major pain point was session expiry. Every module required a login—and those logins frequently timed out without warning. Users trying to pay a fine after checking their boating registration had to reauthenticate, sometimes twice within a 10-minute window.
Multi-factor authentication failed silently for some users, especially when switching between app modules. On Android, these issues were compounded by session state bugs that left users staring at blank screens or being looped back to the login page.
When a citizen tries to use a public service app to complete five small tasks and instead hits five different login walls, they abandon the platform entirely.
Inconsistent Mobile Behaviours
Buttons in one section looked like tabs in another. Form fields auto-advanced in one module but required manual entry in another. Progress indicators were used inconsistently, and alerts sometimes appeared as toasts, sometimes as pop-ups, and occasionally… not at all.
This lack of consistency in UI feedback and action flows eroded user confidence. People began second-guessing whether their data had been saved, whether they’d completed a task, or whether they’d even been charged for a fine.
In one Reddit thread, a user joked: “It’s like each department designed their tile using a different UI kit and none of them spoke to each other.” That was not far from the truth.
Accessibility and Language Oversights
WA is home to a significant number of non-English speakers and remote communities. Despite this, the 2024 ServiceWA update:
- Had no multilingual support
- Relied heavily on icons with no tooltips or labels
- Didn’t include voice or text assistance
Users with dyslexia, vision impairments, or limited English were at a significant disadvantage. The app failed basic WCAG standards in several areas—particularly colour contrast and input field labels.
Worse still, critical services like emergency contacts and vaccine certificates were no longer “pinned” by default. Users who had relied on the app for months during the pandemic suddenly couldn’t find what they were used to, and received no explanation why.
Feedback Ignored
Following the launch, hundreds of one-star reviews poured into app stores citing:
- “Too confusing now”
- “Used to be simple, now it’s a puzzle”
- “Impossible for older relatives to use”
But the WA Government’s official response? A press release stating that “usage numbers are up” and that “Western Australians are embracing the digital shift.”
Privately, internal sources reported that many departments refused to give up autonomy over their modules, resulting in a platform full of fragmented logic and siloed UIs.
Lessons from the ServiceWA Failure
- Super apps must act unified. If modules look, feel, and behave differently, you’ve failed.
- Clarity beats completeness. Offering everything means nothing if people can’t find anything.
- Onboarding and labeling matter. Icons alone don’t communicate purpose—especially in public services.
- Login persistence must be user-friendly. Government apps should remember you, not kick you out after each tap.
- Respect user habits. Never remove familiar features without explanation.
FAQs
1. What was the main problem with the ServiceWA 2024 redesign?
Too many disjointed services, inconsistent interfaces, and a lack of unified user experience.
2. Why was it difficult to use?
Vague icons, inconsistent navigation patterns, redundant logins, and unlabelled tiles made finding and completing tasks frustrating.
3. Was it accessible for all users?
No. It lacked language support, had accessibility compliance gaps, and didn’t account for older or non-digital-native users.
4. Did the app have any technical failures?
Yes. Session expiry, login loops, and broken authentication flows were common complaints.
5. Has it been improved since the backlash?
Minor fixes have been released, but the core fragmented experience remains in place.
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