Motivated to rapidly improve the PLN service user experience, Pragma sought to engage key stakeholders while simultaneously designing planning documentation. Given the short timeframe we had to undertake the diagnostic, we prioritised internal users to ensure we achieved the maximum value out of the research activities. 

We undertook stakeholder interviews and contextual enquiries with each team member, and in four days, prepared a report for the Department. In this time, we were also able to extract, analyse and showcase data from the team’s SharePoint site (where all data was stored) in a usable format. Prior to this, there had been no relevant or useful reporting on simple metrics such as volume of enquiries broken down by years, state/ territory or Electorate.