We worked with the Department of Home Affairs to develop business processes and rules for transforming their visa service delivery, aiming to meet increasing demands and improve user interaction across the visa journey.
We were faced with the challenge of modelling how visas are processed to enable standardisation and automation, addressing inefficiencies and enhancing the user experience for those wishing to visit, study, work, and live in Australia.
Pragma conducted extensive research, engaged with subject matter experts, and developed comprehensive documentation. This included hundreds of use cases, business processes, and rules that clearly articulated the analysis undertaken and demonstrated end-to-end processes to inform future service and system design. User research helped us understand the problems and opportunities faced by internal user groups for each visa category. It also covered users who went through the entire visa process, regardless of the visa type.
Key activities:
- Desktop research: We reviewed documents and best practices across the Department’s global network to get a full picture of standard and alternative approaches.
- Stakeholder enagagement: We gathered insights from subject matter experts to map out and validate how work is currently done.
- Development of use cases: We detailed key processes, who’s involved, what needs to happen beforehand, and the step-by-step rules that guide decisions.
- Business process mapping: We broke down every activity needed to achieve outcomes, outlining key decision points and criteria.****