The Clean Energy Regulator (CER) are working to ensure that all new and improved services and products are designed and implemented based on genuine user needs.
CER has an important focus on ensuring that all user interactions with the agency are positive. In order to embed this focus within the organisation, the agency is working to train and mentor their staff to conduct effective research and engage users.
Pragma came onboard to help deliver a broad program of user research, coaching and support that included:
- Developing a user research framework for CER
- Coaching and mentoring a team in user research planning, methodology and practice
- Creating an extensive user research program to illustrate to the CER staff key insights such as user frustrations but also opportunities to improve their experience.