Decision to make
What decision should this discovery enable?
Example: decide whether a self-service request portal is worth piloting.
People and the current journey
Name the sponsor, delivery owner and user groups. Describe the current workflow and the friction to investigate.
Example: staff enter the same request in several systems; validate this through interviews and observation.
Evidence and success
Record the current baseline, how it was measured, and the desired change. Leave targets uncommitted until the baseline is understood.
Evidence to collect: request volumes, handling steps, user feedback and existing system constraints.
Scope and boundaries
In scope: journey research, options, feasibility and a prioritised pilot backlog.
Out of scope until agreed: production build, live data migration and integrations.
Outputs and acceptance
A problem statement, options with trade-offs, risk register, outline architecture and recommended next step.
Acceptance: the sponsor reviews the evidence, records decisions and agrees whether to proceed.
Inputs and open questions
Identify stakeholders, approved system access, budget boundaries and decision dates. Track each unanswered question with an owner and review date.