What is the discovery phase? The discovery phase of any service design project is one of the most important and one of the most intense. You start understanding the service as it currently exists (if it does) and where you want it to end up.
Many of you will be familiar with the ‘Undercover Boss’ series on television. For those who aren’t the basic concept is a CEO puts on a disguise and starts doing some of the jobs within their own company to discover what the issues facing their