Creating user research resources for collaboration and capability


Department of Human Services


User Research



WPIT is a large scale business transformation to modernise how DHS deliver welfare payments and services to improve the way they service the community. By modernising their processes and technology they hope to better meet the needs of their customers and make it easier for people to interact with government. They will do this by offering users a seamless experience across face-to-face, phone and digital channels to deliver on their goal of providing a flexible welfare service delivery system now and into the future.

Pragma provided specialist User Research assistance in scaling the capability of the Department’s Chief Citizen Experience Office. We assisted DHS with developing a community of practice for user researchers within the Department, including creating a user research resource library. The resources were both created and collated to support sharing and collaboration of user research insights across multiple WPIT projects.

Driven by Pragma’s core belief that user research and evidence-based design is fundamental in creating positive digital experiences, our consultant advised and collaborated with the team to develop best-practice reference materials for user researchers and digital service teams. We also created a user research service manual to assist junior researchers to understand the context and proven techniques of greatest benefit in WPIT delivery. This was based on the Digital Transformation Agency’s ‘Digital Service Standard’, specifically related to working inline with Criteria 1 – User Research.

Pragma developed the resource library, and made it available on the Department’s collaboration platform. Pragma advised on library content that outlined best practice principles for designing and delivering government services, specific to the WPIT context.

We also developed the user research service manual including template materials for:

  • Understanding user research across the different design phases
  • Preparing for user research
  • Commonly used methods and techniques
  • Synthesising, analysing and sharing findings

The user research resource library allowed DHS staff to quickly scale their user research capability. It provided much needed uniformity to how user research was conducted. The library also provided a platform for improving collaboration across WPIT projects and made it easier to quickly share research insights across teams working on key user and claimant groups.

While you're here, explore what we did for Department of Veterans' Affairs.

From the archive

Research-based prototyping to design for real user needs

Read about the Department of Veterans' Affairs program