Discovery is the first phase of the transactional service design and delivery process.
The purpose of discovery is to help the team get an understanding of the problems they are setting out to address in the service by understanding:
- What people are really trying to do when they encounter your service (e.g. wanting to legally catch a fish, not just get a fishing licence).
- What the current experience is for users.
- What their needs are as they interact with the service.
The discovery phase will help the team to challenge their preconceived ideas of what the problem and solution may be, and to frame their understanding of problem and solution around the user’s experience. Discovery is also used to uncover and document policies and legal requirements that will impact service delivery.