SERVICE CAPABILITY

User Research & Human-Centred Design

User research and human-centred design for Australian Government services, grounded in evidence, accessibility and real user needs.

What this service entails

Pinaka helps agencies understand users, test assumptions and design accessible services that work in practice. We combine ethical user research, co-design, prototyping and usability testing across the service lifecycle.

Challenges we help address

Limited evidence about user needs, behaviours or barriers.
Services shaped by assumptions rather than tested insight.
Accessibility and inclusion gaps across digital and non-digital channels.

Key activities

Research planning, recruitment and interviews
Journey mapping, synthesis and service design
Co-design, prototyping and concept testing
Usability and accessibility evaluation

Typical deliverables

User research plan and discussion guides
Personas, journey maps and insight reports
Service blueprints, prototypes and design recommendations
Usability findings and prioritised improvement backlog

Client outcomes

Clearer evidence for service and policy decisions
More accessible and inclusive user experiences
Lower delivery risk through early validation

Where this applies

Suitable for digital service transformation, policy and program design, citizen-facing services, internal platforms and Digital Experience Policy assurance.

How we deliver

We use proportionate, ethical research methods and multidisciplinary collaboration, adapting discovery, alpha, beta and live-stage activities to agency governance and delivery needs.

Panels and approved entities

Available through approved government panels and entities shown below.

Approved panels

DTA Digital Marketplace 2 (DMP2) – Professional and Consulting Services (PCS)

Approved entities

A Square Consulting Group, Virtuoso Consulting

Included skills

Accessibility, DesignOps, Human-Centred Design, Prototyping, ResearchOps, UI/UX, Usability Testing, User Research

Ready to design around real user needs?

Discuss your user research and human-centred design requirement with Pinaka.