AMSA has particular challenges with a very geographically diverse workforce, with regional offices all over Australia, and many staff who spend the majority of their time on the field in maritime environments.
AMSA engaged Pragma Partners to conduct user research to uncover employees’ experiences of internal communications and the current intranet platform and identify opportunities as well as intranet design solutions, to better inform and connect staff across the agency.
Pragma developed a detailed research plan which outlined the approach for a series of workshops and interviews with staff from across the agency, and socialised this plan with internal stakeholders. As an initial discovery, Pragma also conducted a heuristic evaluation on the intranet. A heuristic evaluation provides a detailed review of the overall usability of the service, and is also accompanied by an analysis of the quantitative data found on Google Analytics. This was designed to complement the qualitative research that was undertaken.