Australia is in the midst of a housing shortage and cost-of-living crisis, with new data showing a startling 25% increase in the number of people experiencing long-term homelessness.

In WA, the figures are just as alarming, with the number of people accessing Specialist Homelessness Services (SHS) increasing by 39% over the last five years.

For those experiencing homelessness, the process of finding accommodation can be a frustrating and humiliating one with applicants forced to repeatedly explain their circumstances to different gatekeepers. The slow manual process also forces people to wait hours at physical locations just to receive updates.

To combat the growing homelessness crisis, The Department of Communities invests more than $100 million in specialist services and programs for people experiencing homelessness each year. These funded services range from accommodation to life essentials and specialist support.

As part of their commitment to break the cycle of homelessness, the Department engaged a consortium of specialist providers that included Anthologie, ThirdStory InfoXchange and Anglicare WA. Together, they were tasked with developing a platform to enable people experiencing homelessness to connect more easily with accommodation service providers and apply for accommodation through an accessible, self-service portal. Digitising an outdated manual process, the platform would also allow users to record their stories, so that these could be shared safely with with less trauma.

But, how do you design a digital experience accessible to people with very complex needs? The solution was a blend of simplicity, safety and support.

combating the growing homelessness crisis

Driven by unaffordable housing, the number of people in Western Australia sleeping rough on the streets, living in cars and in parks has surged as homelessness soars well above pre-pandemic levels.

And it’s not just a problem confined to the city, with communities right across regional Western Australia calling for urgent solutions to a growing homelessness crisis.

More Australians than ever are trapped in long-term homelessness, and even those who find housing are struggling to maintain it without adequate support.
KATE COLVIN CEO of Homelessness Australia

The aim was to create a safe, inclusive digital platform that made it easier for people experiencing homelessness to find and apply for accommodation. At the same time, it would streamline a previously manual and time-consuming process for service providers — freeing up resources to focus on more meaningful, human-centred support.

From a governance perspective, the old system lacked transparency and made it difficult to ensure accountability. By digitising the process, the platform also creates clearer oversight and lays the groundwork for broader systemic change.

a community-led design process

Unlike commercial products that prioritise conversions and click throughs, we set out to design a platform that reduced harm and provided agency and hope.

Anthologie and Third Story conducted observations at homelessness service centres and interviewed individuals with lived experience, community members and advocates. 

A committed Lived Experience Advisory Group and Design Team guided us throughout the journey. Together we developed design principles, personas, service blueprints, user journeys and their contributions informed our solutions all the way through the project.

A number of key insights emerged during the research phase. It was clear that the community needed a platform that:
We are deeply grateful to the Lived Experience Advisory Group, the Design Team, and the many service providers, advocates and community members who contributed to this project. Their stories were shared with courage – not just to be heard, but to help create a better future for others.
Amy Sutton Founder and CEO or Anthologie

a platform for providing hope for those with housing insecurity

The solution was a national first — the Find My Way Homelessness Services Portal, a platform that empowers those experiencing homelessness to find and secure safe housing. We focused on radical accessibility, delaying any required complexity until later in the process and offering real-time visibility into application progress.

The One Story database also enabled individuals to tell their story once and, through clear consent mechanisms, securely share it with multiple service providers — reducing the retraumatisation often caused by having to repeat their experiences.

I’ve been active in this space for a very long time, and this is the first time I’ve seen people been given the agency to make choices.
Lived Experience Advisory Group Team Member

Find My Way supports the State Government’s All Paths Lead to a Home: Western Australia’s 10-Year Strategy on Homelessness 2020-2030 and the sector-wide adoption of a No Wrong Door approach to service delivery. The platform launched in January 2025, click here for the Ministerial Announcement.

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