During the discovery phase, we focus on understanding and framing the problem users face. We take a multidisciplinary approach to discoveries, usually led by user researchers and service designers.

During a discovery, content designers make sure content is a core part of how the service is designed, framed around user needs and behaviours.

What content designers do during discovery

One of your key content responsibilities during discovery is naming the service. You’ll work with the team and stakeholders to make sure the name reflects the service’s purpose and is consistent with our style and standards. You’ll work with user researchers to test options with users to make sure the name is clear, meaningful and easy to find.

As a content designer, you might also:

• help the team understand what information users need and how content supports the service
• work closely with user researchers and service designers to explore user needs, behaviours and language
• investigate how users talk about the problem and what information they need to complete tasks
• review any existing content, identifying any gaps or duplication
• understand policy or operational constraints
• map how information currently flows through the service, highlighting areas where content could help solve user problems
• shape early ideas for information architecture, terminology and content patterns to support the user journey

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