What to do in discovery

During the discovery phase you need to understand and map out the user journey, both for external users (citizens) and internal users (employees). You shouldn’t use discovery to design a service to work around existing processes in your organisation. Use discovery to find out whether you can build a service that meets user needs.

You should find out:

  • The vision for why this service should exist and what it will do.
  • Who your users are, both external and internal organized into groups.
  • Your users’ needs and how you’re meeting them, along with any needs you’re not meeting.
  • Which services currently meet your users’ needs and whether they are government services or private sector.
  • What the user journey for someone using your current service looks like.
  • What the user journey for someone using the proposed service could look like.
  • What the internal process for the current service looks like.
  • What the internal process for the proposed service could look like.
  • How you might build a technical solution using the eServices Platform given the constraints of your organization’s legacy systems and IT infrastructure.
  • Current policies and legislation that relate to your service and how they might impact or prevent you from delivering a good service to your users.
  • New policies or updates to existing policies that need to written and approved.
  • What some of the key performance indicators are for the service: Number of transactions completed, transactions aborted or failed, user satisfaction, user empathy score, etc.

 

Next: How long discovery takes →

Last update:
Jul 5, 2018