What is discovery?
The purpose of the Discovery process is to help the Sublime team get a deep understanding of the problems they are setting out to address by understanding:
what users are really trying to do when they interact with the business
the current experience for users during the process
what the users’ needs are as they interact with the application.
Sublime examine all the channels and touch-points of the process (not just digital); the end-to-end experience and key user groups. This includes end users, customers, staff, partners, vendors and managers, even if you are only planning to focus on a small part of that experience. Sublime achieve this by doing contextual user research that involves the entire team and all stakeholders.
The Discovery stage will help the team to challenge their assumptions and preconceived ideas of what the problem and solution might be and to frame their understanding of problem and solution around the users’ experience.
The key outputs from this stage are:
a map of the actual users’ experience of the service
user needs for the service (stated, unstated and created).
In the Discovery stage Sublime will clarify the business intent for the application so that we are able to align this with user needs. Sublime need to understand the business processes associated with the service by business process mapping.
If there are any obvious technical, legislative or other constraints relating to the application these will also need be understood in the Discovery stage. This stage is for discovering not validating, so the team does not start prototyping and testing application design.
Customer Experience = Customer Loyalty
Your best opportunity for business growth may be right under your nose.
"80% of my business comes from 20% of my customers. How can I make sure that I retain the 1 in 5 who keep my business going?"
There are a lot of ways to measure customer satisfaction and increase customer loyalty, but nothing does it like a great loyalty program.
It costs 5-10X more to acquire a new customer than it does to sell to an existing one.
Your best opportunity for business growth may be right under your nose.
Showing your customers that you care can dramatically increase customer satisfaction - and that can mean greater loyalty and greater sales.
Discover why "It is 7 times easier to sell to existing customers."