Our discovery process drew from the clients’ internal sources including running a series of workshops with core internal teams. We built upon the MoSCoW from a previous requirements gathering exercise, reviewed their website architecture and design brief, digital content strategy and information on their target audience.

During this process we challenged their thinking in a number of areas including questioning whether they had fully considered the impact of the new Target Operating Model upon their engagement aspirations. This led us to construct a RACI matrix to demonstrate the impact upon personnel involved. It also surfaced requirements around the kind of account and technical support they might need. We also challenged thinking around the appropriate technological approach with advancements in technology, the use of mobile, social media and video.