Illustrative discovery output
An example of the decision discovery should support
This is a sample for a service business, not a delivered client project or a measured result. The actual engagement would include the agreed workflow maps, findings and estimate.
Problem to investigate
Enquiries arrive in several inboxes. Staff retype the details, and nobody can reliably see who owns the next action. First establish how often this happens and what it costs the team.
A possible first release
- One enquiry queue with an owner and status for each request
- A record of the contact, requested service and next action
- Access rules for the people managing enquiries
- A simple report showing unassigned and overdue work
Keep outside the first scope
Payments, route optimisation and a customer mobile app would need their own evidence and estimate. Avoid adding them simply because the technology can support them.
Evidence needed before a build decision
Review representative enquiries, time the current handoffs and test whether an existing tool can do the job. Define what an accepted enquiry flow looks like, who will own it and how the team will compare results after a pilot.
The decision record
Choose an existing tool, approve a defined first release, run a smaller test or stop. Record the reasoning, estimated cost, main risks and the person approving the next step.