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© 2026 GHO Sydney
We acknowledge the First Peoples of Australia and their deep connection to land, skies, waterways and community. We pay our respect to Elders past and present.
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© 2026 GHO Sydney
We acknowledge the First Peoples of Australia and their deep connection to land, skies, waterways and community. We pay our respect to Elders past and present.
Housing Australia set out to enhance the experience of its funding portal - improving accessibility, usability, and efficiency for organisations applying for housing support.
The goal was to create a more intuitive platform, that better supports the diverse range of users and application pathways.
Industry
Government
Project
UX/UI Redesign of the Housing Australia portal
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Accessibility and usability barriers created friction for applicants, resulting in an experience that was non-intuitive, time-intensive and required some data to be entered multiple times.
The fractured nature of the existing portal meant applications were frequently being submitted with incomplete information, increasing Housing Australia’s administrative workload.
The discovery & UX audit phase identified pain points, as well as front and backstage dependencies. Heuristic evaluation of current state UX audit and flow mapping provided an understanding of the gaps in the existing portal experience.
Future state customer journey mapping fed into a refreshed HAP experience design. Complex flows were brought to life using interactive prototypes, underpinned by a new digital design system.
Working in close collaboration with Housing Australia’s stakeholders and delivery team, GHO evolved the portal experience to suit the needs of the diverse user base and Housing Australia portal rules, reducing friction and workload for users and administrators alike.
A flexible design system based on Atomic Design principles provided structure and a consistent design language.
Critical form field fixes and a streamlined application process reduced friction for users.
Enhanced user-centric data and file collection addressed a significant pain point in the application process.
Cross-linking of flows and communication modules meant applicants could manage support inquiries through the portal, further increasing the utility of the portal.
Intuitive wayfinding allowed for clearer process orientation, reducing drop-off and allowing users to manage documentation and details for complex applications across multiple sessions.
