Research & Design: Discovery Plan

Scoping, Resourcing & Planning Discovery

Pre-Discovery Planning

Everything that needs to be in done by R&D before Discovery Starts

• Identify key Stakeholders
• Identify Key Services Involved.
• Plan & Schedule Primary Research
• Kick-off brief session with Core Discovery team
• Plan Stakeholder / Service Workshops
• Define Discovery brief & Manage expectations

Discovery Team

Discovery Phase

We can't make an informed decision

• Primary Research
• Current State Blueprint
• Expert Review
• Competitor Analysis
• Existing Systems & Processes
• Existing Analytics
• Identify best practice guidelines & principles for the service
• Workshops with the Services, Contact Centre
• Technical Discovery

Discovery Conclusion

We can make an informed decision