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User research

User research helps you to learn about users and create services that meet their needs.

Why should you do user research?

The better you understand your users, the more likely you are to design and build a service that works well for them.

User research delivers many benefits for your agency, because you:

  • reduce the risk of expensive failures by making fewer assumptions about your users
  • reduce delivery time by having more certainty about what to build
  • release increments of the service based on the new knowledge you gain about your users

When do you do user research?

Do user research in every iteration of every development stage starting in Discovery and continuing throughout Live.

This allows you to:

  • expand your understanding of users and their needs
  • test new design ideas, content and features
  • understand users' problems and how they might be resolved
  • save time by building only the things that you know your users need
  • respond to changing user behaviour and feedback by continuously improving the service

Get started

Examples and case studiesLink to section


Join the service design community

The Australian Cross Government Service Design Community is a place to share experiences and ask questions. It's for people who contribute to designing Australian government services, including:

  • user research
  • content design
  • web analytics
  • product management
  • accessibility

It is for all parts of government: federal, state and territory, and local.

You can join Australian Cross Government Service Design Community .

You’ll need a government email address. If you don't have one, let us know about the government product you are working on.

Email if you need help joining.

Give us feedback

This is the first release of Guides. We’d love to know what’s missing or could be done better.

Gives us feedback via email: