To embed this focus in the design and development to improve current and future services and information systems, the Department is working to build an internal capability sufficient to engage users and conduct effective research to support the fight against terrorism.
Pragma was engaged to build this internal capability by providing coaching and mentoring, which included:
- Utilising Pragma’s tailored user research framework to coach and mentor a dedicated team in user research planning, methodology and practice; and
- Assisting the team to conduct user research to distil key insights and illustrate both the frustrations of users and opportunities to improve the user experience of the website.
Pragma conducted a series of intensive workshops with the dedicated team to coach them in the different user research methods. The workshops also involved highly interactive exercises in which the team was able to practice real user research techniques in a controlled environment.
Once the team had a solid grounding in user research methods and practices, we moved into coaching the team to begin applying those methods to plan and conduct extensive baseline user research. This included conducting research activities in partnership with the team.
To ensure a good understanding of the research synthesis process, Pragma then conducted interactive workshops to coach the team in proven synthesis and analysis techniques using the findings of the research to contextualise the learnings.