Co-Designing for Inclusion: Enhancing MyHousing NSW

Homes NSW engaged our team to identify strategic opportunities for improving the MyHousing digital platform—enhancing usability, accessibility, and cultural safety for Aboriginal tenants. This initiative aligns with national priorities outlined in the Closing the Gap Annual Data Compilation Report (July 2024) and aimed to “meet clients where they are” by delivering intuitive, inclusive digital services.

The project delivered a roadmap of actionable recommendations across five interconnected themes: Communication, Culture, Education, Technology, and Trust. These spanned improvements to MyHousing’s core functions—such as e-Repairs, e-Pay, and e-Letters—and targeted changes to interface design, digital literacy support, culturally safe engagement, and data transparency.

Key highlights included:

• Co-designed communications like animated guides and in-language explainer videos featuring First Nations voices.
• Cultural competency training for UX and policy teams, embedding trauma-informed practices into digital delivery.
• Enhanced accessibility through mobile-first design, voice navigation, and low-bandwidth optimisations.
• Community-based education programs to close the digital literacy gap.
• Trust-building actions such as data sovereignty, live chat with trained Aboriginal staff, and safe complaint channels.

Next steps include co-designing prototypes with clients, testing improvements, and developing a phased implementation roadmap. This project marks a significant step toward rebuilding trust, improving digital access, and embedding Aboriginal voices in service design—ensuring that MyHousing becomes a platform shaped with community, not just for them.