Discovery is the third User Centred Design (UCD) phase but the first of the delivery phases.
Why do we need the Discovery phase?
The Discovery phase ensures the team frames their understanding of the problem around the users’ experience and challenges their preconceived ideas about what the problem and solution might be.
Typically, the discovery phase spans five weeks.
What happens in the Discovery phase?
To ensure the team frames their understanding of the problem:
- all the channels and touchpoints of the service (end-to-end and not just digital) that a user experiences will be examined
- the user researcher will work with the team to plan the research and establish a recruitment strategy
- all user research will be recorded and mapped to gain an understanding of touchpoints, pain points and opportunities. For more information see User research in the Reference Library
- clarify the government’s policy intent for the service so you can align this with user needs
- uUnderstand the business processes associated with the service by business process mapping
- if there are any obvious technical, legislative or other constraints relating to the service these will also need be understood during this phase.
How long does the Discovery phase last?
Typically, the Discovery phase spans five weeks.
Starting the Discovery phase
Before starting a Discovery, revisit the activities from the Mobilisation phase. Any uncompleted activities must take priority.
• Has the team completed a kick-off?
• Has the team prepared a vision statement and pinned it on the wall?
• Has the team agreed to a working rhythm?
• Has a working space been identified to fit the team?
• Has a user research plan been developed and shared with the team?
• Has the team developed a journey map and is it visible to your team?
• Has the team developed a service map?
• Has the team self-assessed against the Digital Service Standard?
• Has the team contributed to the discovery deck to report back the findings?
The next phase is Alpha.