People first: How to make our digital services work for us rather than against us

Advancements in technology have shown greater efficiency and benefits for many. But if we don’t invest in human-centric thinking, we risk leaving our most vulnerable behind.

As businesses from the private and public sector continue to invest in improved digital processes, tools and services, we are seeing users empowered with greater information, accessibility and connectivity. 

However as critical services for healthcare, lifestyle and support systems have become increasingly digitised, the barriers for vulnerable, remote or digitally excluded individuals must also be considered against these benefits. 

It’s no wonder the much-maligned MyGov app underwent an audit review earlier this year, resulting in a major overhaul of the service. Reading through their chat rooms and forums where customers can express their experiences, comments like these fill the pages: 

“…If you’re trying to do something online, even if you’ve got a super reliable connection, you can spend hours wandering around in a fog because there’s no transparency about – they’re not trying to make it easy for people.” 

“You need to have acquired the technology to do it, but you get on their websites, and I don’t know who designs their systems. But you’ve got to be psychic to be able to follow what they want. In order to get what you need, you’ve got to run through this maze, it’s complete bullshit.” 

“And you’re already putting elderly people and keeping them in a home, it all goes online and digital, they stop having that outside interaction. It’s another chip away of community. That’s where the isolation comes in.” 

Reading these statements, you get a sense of the frustration and confusion felt, not just due to time wasted but also the loss of a personal connection and agency. These experiences can lead users to doubt the reliability of business’ processes and chip away at the trust in their systems.  

The Australian Digital Inclusion Index cites digital inclusion as “one of the most important challenges facing Australia.” Their 2023 key findings presented that digital inclusion remains closely linked to age and increases with education, employment and income.

So, as technology becomes more ubiquitous in our lives, how do we maintain human centric thinking? How do we avoid exacerbating existing inequalities while maintaining respect, autonomy and dignity for all?  

Looking for some answers, I spoke to Jordan Hatch, a First Assistant Secretary at the Australian Government and someone who is passionate about designing for user needs. Hatch is currently working with the care and support economy task force in the Department of Prime Minister and Cabinet, exploring some of the challenges and opportunities across the care sector.  

Hatch is acutely aware that amidst this digital transformation, the welfare of vulnerable individuals remains a priority. He explains human-centered design principles must play a crucial role in shaping digital solutions. Importantly, understanding the user base, including different cohorts and their specific needs, is foundational to designing inclusive services. Extensive research and involvement of First Nations communities, individuals with low digital literacy, or limited internet access are also essential to developing solutions that address their unique challenges. 

Hatch explains how technology is transforming the face-to-face experience. He says the digitisation of services has prompted a re-evaluation of the role of physical service centres. The integration of digital and in-person channels is allowing for streamlined processes and improved customer experiences.  

A great example is Service NSW, which has become a centralised hub offering access to several support services. The availability of digital options has not led to the exclusion of those who prefer face-to-face interactions. On the contrary, it has allowed for a more comprehensive and improved service for individuals seeking in-person assistance. The digital transformation has become a means to augment the service experience, rather than replacing it. When visiting a Service NSW centre, you are met by a representative who directs you to a computer and, if required, walks you through the online process, offering personalised support. This evolution caters to diverse needs, ensuring that the face-to-face experience remains valuable while offering alternative modes of engagement. 

Of course, increasing the capability and use of technology has its downside. Digital interactions have become a societal norm and an opportunity for scams. This has led to a number of digital hoops users are obliged to make in an attempt to protect their data and privacy. This process can impact the users’ wellbeing as passwords are lost or forgotten and the digital path is often confusing. 

Hatch explains in this learning journey, how a shift in his perception occurred regarding the relationship between security and usability. Previously, it was believed that security and usability were at opposite ends of the spectrum—either systems were easy to use but lacked security, or they were secure but difficult to navigate. However, recent technological advancements have challenged this notion. Innovations emerged, offering enhanced security measures that were user-friendly. For example, modern password theories promoted the use of longer passphrases consisting of simple words, resulting in both stronger security and increased user-friendliness. 

Technological transformation is a process and technology is not a panacea – it is a steppingstone and an opportunity for simplification and identifying unique solutions. What we can’t do is allow technology to overshadow the need to address regulation and the complexity it can create.

Hatch shares an insight from Edward Santos, the former Human Rights Commissioner to Australia: the prevalent mindset of the technology world being, “move fast and break things”. This is often seen as innovation, and an opportunity to learn from failure and adapt. However, in the realm of public service, where real people’s lives are at stake, the stakes are higher. The margin for error in this context can have tangible consequences for vulnerable individuals. 

Slowing down is not necessarily the solution, particularly when you see or experience the harm caused by a misalignment between requirements and the capacity to meet them. It is the work Jordan Hatch describes where the issue is not when, but how services are designed and delivered that will make the difference. 

The intersection between technology and policy creates an opportunity for regulators and digital experts to come together. Rather than digitise what exists, they can identify the unnecessary complexities and streamline the rules. This then creates a win-win situation – through the lens of human-centred design, it facilitates the digitisation process and creates a simpler regulatory framework for those who choose not to use a digital process. 

With this approach we can design technology to work for us rather than against us.