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Service discovery programme

Ensure your services are working at their very best — for you and for your residents.

A comprehensive work package to design a new service, or vastly improve an incumbent one, based on the very best practice.

Our experienced Design & Discovery team will work with your teams to discover, design and prototype a new service, or refine, improve, or reinvigorate an existing one. We’ll help you to find efficiencies, expand responsibilities or support the delivery of adjacent programmes in a fixed amount of time at a fixed cost.

To ensure the best solution is designed and delivered, we run a multidisciplinary requirements validation and architecture exercise prior to design and development.

At the end of the discovery programme, you’ll have a clear way forward to a successful online service.

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For all process-based services

We have over a decade’s worth of experience in designing workflows and online services that prioritise the user’s needs – whether that user is a citizen or a member of your staff.

Our knowledgebase lies primarily in finding efficiencies in transaction-based services, like smoothing citizen-to-council interactions, facilitating channel shift, reducing unneeded contact and automating repeat tasks.

We examine users’ journeys and remove irritants large and small. The resulting recommendations will propose how to create a service that is a joy to use: for you, for your staff and for your residents.

Wondering whether the service you have in mind is suitable for the service discovery programme? The answer is almost certainly yes. If it’s online (or you would like it to be) and it involves a series of steps, whether internally or public-facing, we can help you make it the best it can be.

Fulfill accessibility guidelines.

Avoid costly mistakes before you build.

Be confident that citizens will take up your online service.

Give your staff the tools they need to work more efficiently.

Incorporate up to date best practice in usability standards.

See a clear way forward for the next phase of development.

How it works

Once you’ve decided to employ our services we’ll work with your teams to run a combination of discovery exercises and find out:

  • What is the process?
  • Who are the users, and what do they need to do?
  • What are the external systems and processes and how do they need to interact?
  • What are the constraints?
  • What are the elements of success?

Our discovery programmes can be conducted on-site, or remotely with the assistance of industry-standard collaborative software. In attendance with our service design team can be council officers, citizens, senior and middle management, elected representatives or a combination.

We use the product of the workshop exercises to inform our recommendations and findings.

Recommendations and findings

At the conclusion of the discovery programme, we will deliver to you:

  • Current and future-state service blueprints;
  • Sitemap capturing the architecture of the proposed solution;
  • Wireframes covering key user journeys;
  • Report documenting findings from research and other outputs.

These recommendations and findings are yours to take away and use how you wish: create the service in-house, employ a third party to build it, or take advantage of our development services. The recommendations are technology agnostic and delivered in clear, concise, transferable format, ready for action.


Our discovery programme covers pre-workshop preparation, on-site or remote workshop/s and follow up prototyping and report writing.

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