In Australia, few digital platforms touch as many lives as MyGov, the federal government’s central online portal for accessing essential services like Medicare, Centrelink, the ATO, and child support.
For years, Australians complained that the MyGov platform was slow, clunky, and difficult to navigate. Users reported confusing interfaces, long loading times, and a frustrating experience when trying to complete critical tasks like lodging tax returns or reporting income.
But in 2024, MyGov unveiled a major UI overhaul, promising a smoother, more modern, and more user-friendly experience.
This article dives into:
✅ Why the MyGov app’s old UI was criticized
✅ What changes the government made in its new design
✅ How Australian users responded
✅ Best practices and lessons designers can take away
✅ FAQs about designing large-scale public UI systems
Let’s break down this landmark Australian UI project — and why it’s an important case study for designers everywhere.
Why the Old MyGov UI Was a Problem
Before the redesign, MyGov’s digital interface had become infamous among Australians for several reasons.
🔹 1️⃣ Clunky, Outdated Interface
The old MyGov app and website were:
- Packed with dense, text-heavy screens
- Using outdated visual design that didn’t align with modern UI standards
- Lacking clear visual hierarchy, making important tasks hard to spot
The interface often felt stuck in a different decade, frustrating users who were used to seamless digital experiences from private-sector apps.
🔹 2️⃣ Confusing Navigation
One of the biggest pain points was poor information architecture.
Users struggled to:
✅ Understand where to go for specific services
✅ Navigate between linked services like Medicare, Centrelink, and the ATO
✅ Find forms, documents, or status updates
The navigation system lacked intuitive labeling, progressive disclosure, and clear pathways, forcing users into trial-and-error journeys.
🔹 3️⃣ Accessibility Failures
For Australians with disabilities, the old MyGov interface posed additional barriers:
- Limited support for screen readers
- Small text sizes and poor color contrasts
- Forms that were hard to complete with assistive technologies
Despite serving millions, the platform failed to meet basic accessibility best practices.
🔹 4️⃣ Lack of Personalization
The old interface provided little:
✅ Contextual help or recommendations
✅ User customization or personalization
✅ Smart filtering of relevant services or updates
Instead, it treated every user the same — regardless of whether they were an aged pensioner, a student, or a small business owner.
The New UI Overhaul: What Changed?
The 2024 MyGov redesign was a top-to-bottom revamp guided by several key principles.
✅ A Modern Visual Refresh
The new UI introduced:
- Clean, minimalistic layouts
- Clear visual hierarchy using bold headings and iconography
- Simplified color palettes aligned with government branding
- Optimized mobile responsiveness for the app and web
The design now feels familiar and contemporary, reflecting user expectations shaped by private-sector apps.
✅ Improved Navigation and Task Flows
Major changes to the information architecture included:
- Clear top-level categories
- Smarter search and filtering
- Personalized dashboards showing only relevant services and alerts
- Improved breadcrumbs and back-navigation
These updates help reduce cognitive load and guide users more confidently through the system.
✅ Enhanced Accessibility
Accessibility upgrades were a major focus:
- Screen-reader-friendly layouts and semantic labeling
- WCAG-compliant color contrasts and font sizes
- Simplified forms with better input validation and error handling
These changes make the platform usable for all Australians, regardless of ability.
✅ Proactive User Guidance
The new design integrates:
- Tooltips and microcopy explaining common tasks
- Contextual help embedded within forms and flows
- Personalized notifications and reminders for time-sensitive actions
This helps reduce confusion and improves task completion rates.
How Australians Responded
The new MyGov UI received mixed but generally positive feedback.
✅ Many users praised the cleaner layout, faster load times, and easier-to-use navigation.
✅ Accessibility advocates welcomed the commitment to inclusivity.
✅ Older users reported that clearer labels and larger touch targets made tasks less stressful.
However:
❌ Some users still found the platform overwhelming due to the sheer number of linked services.
❌ Others reported bugs and glitches post-launch, a common challenge in large-scale rollouts.
Overall, the MyGov UI overhaul was seen as a major step forward — but also a reminder of the ongoing work needed to maintain and evolve such a critical platform.
Best Practices and Lessons for Designers
For UX/UI designers, the MyGov project offers important takeaways.
✅ Prioritize Clarity Over Complexity
Public systems often deal with complex services — but that doesn’t mean the interface should be complicated.
Good UI:
- Breaks down tasks into clear, manageable steps
- Uses familiar patterns and visual cues
- Minimizes jargon and maximizes plain language
✅ Design for Diverse User Needs
Unlike niche apps, public systems must serve:
✅ Young and old
✅ Digitally literate and first-time users
✅ People with disabilities or language barriers
This requires universal design thinking — not just designing for the median user.
✅ Use Personalization Thoughtfully
When done right, personalization:
- Reduces noise and information overload
- Surfaces the most relevant tasks or updates
- Helps users feel seen and understood
But designers must balance personalization with privacy and transparency.
✅ Build Accessibility Into Every Layer
Accessibility is not just about adding screen reader support at the end.
It should influence:
- Information architecture
- Visual design
- Interaction design
- Content strategy
Teams should test accessibility regularly with real users.
✅ Plan for Ongoing Improvement
Large-scale platforms can’t just launch and walk away.
They need:
✅ Continuous user feedback loops
✅ Ongoing bug fixes and optimization
✅ Regular UX audits and updates
Design is never “done” — especially in complex, evolving systems like government services.
FAQs
1. Why was the old MyGov interface so criticized?
Because it was outdated, hard to navigate, and poorly designed for accessibility and clarity.
2. What were the main goals of the UI redesign?
To improve usability, modernize the visual design, enhance accessibility, and provide a more personalized user experience.
3. What can designers learn from this project?
The importance of user-centered design, especially in public sector projects that serve diverse populations.
4. How did users react to the new UI?
Mostly positive, though some challenges and glitches remain as the system evolves.
5. What’s next for MyGov?
Continued improvement, guided by user feedback and best practices in ethical, accessible, and inclusive design.
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