Using the service delivery model to drive forms design.


Australian Renewable Energy Agency


Service Design
Process Optimisation




As part of the Australian Renewable Energy Agency (ARENA) organisational transformation program, Pragma delivered an inter-organisational service design blueprint for ARENA. The purpose was to articulate the service delivery model for ARENA to improve its services across the application value chain, from awareness raising and outreach to application decision. The design drove tangible, practical action and change that is strategic in its considerations of the consumers of ARENA services, along with ARENA staff. The idea was to replace a number of forms with a single form that could be used throughout the application and assessment process and build upon the previously provided information.

The first step in the design process was to outline the user architecture to determine the key form logic and user flow that would drive the development of the form. The second step was to develop the questions and related question mapping logic required to support the user flow through the forms.


In order to understand how to redesign the form, detailed analysis of the current forms was required to be used in conjunction with the user research. This enabled the understanding of where the key issues exist and how to resolve them from a more quantitative perspective. Pragma conducted usability and suitability testing with users before going live to ensure that the form was fit for purpose and met user and business requirements. This process was repeated twice to ensure the form was appropriate to be used in a live context.

The process of mapping user flows and then the detail is key to all Pragma form development processes. This ensures that the user can be placed at the centre of the development and initial paper-based validation activities can be conducted at this point. This architecture and related question logic was used by forms developers to create the form simply and quickly affording validation with users across a number of iterations.

The result was a deep understanding of how to make the new form more convenient to use by focusing on data reuse, reduced complexity and restricting answers to focus responses.

Project Team

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