01. Discover
Understand your users, business goals and technical context. Identify the assumptions that need testing.
02. Plan
Define the scope, responsibilities, milestones and acceptance criteria. Make dependencies visible early.
03. Create
Design, implement and review in manageable stages. Test key journeys and refine with feedback.
04. Launch and evolve
Prepare the rollout, document the essentials and agree on support. Use real feedback to guide the next iteration.
Make the next step practical
Our approach should connect to a clear business priority. Begin with your current situation, identify the people involved and describe what a better experience would look like. A useful plan makes both the desired outcome and the constraints visible.
Questions worth discussing
- Who is the primary audience, and what do they need to accomplish?
- Which existing content, systems and processes should be retained?
- Who will review decisions and maintain the result after launch?
- What would make the first phase useful without adding unnecessary complexity?
Turn discussion into a shared brief
Capture the decisions in a short document with the objective, audience, scope and responsibilities. Include examples that explain your expectations and separate essential requirements from future possibilities. This helps the team review the same problem rather than working from different assumptions.
Review before moving forward
Check that the plan accounts for content preparation, technical dependencies and approval time. A clear handover is just as important as the initial delivery: the people maintaining the work should understand how to use it and where to ask for help.
Frequently asked questions
What should we share in the first discussion?
Share your goals, existing website or system, main challenges and any timing constraints. Examples and process notes help make the discussion specific.
Can the work be delivered in phases?
A phased approach can be discussed during planning. The first phase should deliver a coherent user journey, with later improvements documented separately and dependencies identified.
How are scope and timelines agreed?
After discovery, the proposed deliverables, review stages and responsibilities are documented. Timelines depend on complexity, access to required systems and the availability of content and approvals.
How do we discuss support after delivery?
Discuss maintenance, content updates and technical support before launch. Coverage, response expectations and any ongoing work should be defined in the engagement agreement.
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