Background

In an increasingly digital world, customers expect seamless, secure access to their accounts across various environments - whether at home, on the go, or at a Service Centre. MyServiceNSW, a platform designed to simplify access to government services for over 8 million residents of New South Wales, has become an essential tool for many. It enables users to access important services, such as renewing licenses or managing applications, all from a single account. While convenient, this reliance on digital access presents challenges for users who manage their accounts in different environments.

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Problem

For many users, logging into their MyServiceNSW account from home is easy, as credentials are often stored in the browser, making login nearly automatic. However, when accessing the system from a new device, such as a Service Centre kiosk, users may find themselves locked out due to forgotten credentials. This presents a significant challenge for frontline staff, as password resets are the only recovery option, and many customers are reluctant to pursue them.

The challenge is clear: streamline the login and recovery experience to reduce friction and improve satisfaction for both customers and staff.