Discovery : Reviews
Review Business Operations
At the start of our engagement we start by understanding client’s business. We review business architecture, operations, purpose, value chains, people, process and other aspects specific to the business. This review can be carried out for a business unit/ division or the whole business as per customer requirement. If the business already has existing repository of published operating models, we carefully peruse the same. If there are no published operating models, we conduct workshops with key stakeholders to understand and create these at the level of details that are relevant for the business.
Insights into business operations, purpose and value chain.
Review Systems and Users
We review system usage to understand problems and pain points in the organisation.For example, a review of Web Analytics includes analyzing error logs, analysis of process utilization, log analysis and call center logs and other system usage data can provides base data which when combined with our analytics, paints a good picture of the pain points of system usage. We follow these with further interactive investigations and observations to conclude root cause analysis.
We use our industry leading system improvement methods that can be deployed to either eliminate the pain points or enhance system usage. Where a service does not exist or insights are required to test new ideas or concepts, we have methods which addresses this requirement. We investigate and understand using a plan that includes data gathering and analysing using Surveys, Interviews and Focus Groups .
Review Organization Culture
We conduct studies to observe individuals as they conduct day to day business. Weuse Interviewsto capture data related to how people behave and interact with each other, and how people use the technology and systems as part of a wider social context. Observation is also used to understand how a specific technology is used as part of a wider service, or how people interact with other people at a service touch point. During these studies as a responsible organisation, we take care so our results are scientific and not impacted by stereotypes. We have techniques and processes in place that eliminates prejudice that may be introduced in such studies because of the race, religion, gender or such non-actors in the business operations, focussing purely on the relevant factors impacting business operations.
These studies provide rich insights into the general behaviour of people and specific cultural aspects of the organisation, when they interact with technologies, people, processes and environments. This also provides insights into the context under which the business operates and the pace of adaptability of new technologies and systems into the organition.
Discovery Review Methodology
Observation techniques such as shadowing is a key stage within the Discovery phase as observing what people actually do, as opposed to what they say they do is considered the most reliable way of understanding what should be improved or where service or design innovations can be made.
An interview with a person can take many forms. Structured interviews are the same as face-to-face surveys, and unstructured interviews are used have no defined questions . Typically, unstructured interviews can take much longer, are more conversational in nature and used when either little is known about a subject or when the research requires a conversation that is not guided by structured questions. The most common type of interview is a semi-structured interview where there is a framework of questions designed to understand more about a person’s knowledge, experiences, influences, motivations and how they think and feel about different topics. Semi structured Interviews provide insights related to the industry standard topics covered within the Interview; findings that may not have been previously known or understood by the interviewer. Due to the structured part of the Interview, high level comparisons can be made across all the interviews conducted. Data collected from unstructured interviews can be analyzed to highlight common themes and behaviors, but is best suited to understanding what an individual knows and thinks, and why they behave in a certain way.