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.