Upending our reliance on “common sense" and the way we've always done things, the Discovery stage involves intentionally slowing down to gather new information. This module gives you an array of tools for empathetically observing and engaging with users and stakeholders. The goal is to gather diverse perspectives related to the problem through desk research, surveys, one-on-one interviews, and group conversations.

Inside This Toolbox

Desk Research

The first step in the Discovery phase is desk research, also referred to as secondary research. Get video lectures, tips and techniques to understand the broad segment you are working in and to uncover macro and micro trends, regulatory concerns, financial data, competitive forces, potential disruptive forces in the space, etc.


Observation

Fieldwork begins with observation. It is important to understand what users do, not just what they say. Find out how to do so effectively and how to document your discoveries along the way.


Field Interviews 

The third step in Discovery is interviewing users. An interview generally lasts long enough to get beyond trivial or expected topics. In addition to interviewing tools and techniques, you will have access to a recorded model interviews as well as downloadable worksheets and templates. 

Bonus Materials

In addition to 23 exclusive, expert-led video lessons, you will get:

  • 4 PDF guides and worksheets

    Downloadable PDF guides and worksheets that you can use anytime and anywhere.

  • 3 guest speakers

    Get in-depth industry insights from a Salesforce innovation veteran and German service design consultants.

  • 1 case study

    Analyze a model discovery interview with service designer and Pacific Crest Trail hiker Kasey Koopmans.