The start of a project is a period of discovery: gathering inspiration and insights, identifying user needs and developing initial ideas. Specific tools and techniques to consider include: market research, user research, user journey mapping, user diaries, service safaris, user shadowing.


  • Identify the problem, opportunity or needs to be addressed
  • Define the solution space
  • Build a rich knowledge resource with inspiration and insights

Key questions/considerations

  • Do you know who the service users are and what that means for digital and assisted digital service design?

Useful links

Know your users (via GDS)

Warwickshire Observatory


Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s