Getting Started: Intranet Upgrade Discovery

In this 30-minute Ask Sympraxis session, we break down the discovery phase - what it is, why it matters, and how to do it right. From defining the problem to creating user personas and building a roadmap, we’ll walk you through the key steps that set the stage for a successful intranet transformation. If you’re planning an upgrade, don’t skip this essential first step!

NN/g Discovery Definition

Everyone has a slightly different idea of what “discovery” means, but we align with the Nielsen Norman Group’s definition: “Discovery refers to the preliminary phase in the UX-design process that involves researching the problem space, framing the problem(s) to be solved, and gathering enough evidence and initial direction on what to do next.” We then add our own special sauce to the discovery for each client. The goal of discovery is to ensure you’re solving the right problems - not just the ones that are easiest to spot. Sometimes what starts as a small complaint reveals deeper structural issues. This phase helps teams focus their energy on what truly matters to users and the business.

Double Diamond Thinking: The 4 D’s

Discovery is sometimes a hard sell, but thinking of it through the lens of the Double Diamond model can help. The four D’s - Discover, Define, Develop, and Deliver - offer a structured way to understand how ideas evolve into solutions. At the start, discovery helps clarify the challenge and explore possible root problems through interviews and research. Next comes the define stage, where problems are framed more precisely. Only then does development begin, followed by delivery. Discovery isn’t about jumping to solutions - it’s about learning enough to ensure the solutions are right.

Purpose of Discovery

The purpose of discovery is to uncover what’s not working in your current intranet - and what is. Through interviews with both stakeholders and end users, the process exposes disconnects between leadership’s assumptions and users’ real experiences. It can also reveal opportunities for differentiation and innovation, helping your organization gain a competitive edge.

Discovery Activities: Getting Started

Preparation is key for a successful discovery. Start by defining the tasks - what exactly are you setting out to learn? Next, set a timeline. Time-boxing activities helps maintain focus and prevents over-researching. Then, identify your team. Assign specific responsibilities and timelines to each team member. Finally, establish your working norms: where and how you’ll collaborate, ask questions, and share findings. Setting expectations early makes for a smoother process.

Discovery Activities: Defining the Problem

This stage involves digging deeper to uncover the real problem at hand. It often starts with a surface-level issue and evolves through continually asking “why?” and gathering information from multiple sources. Once you have a fuller picture, you can distill it into a clear, concise problem statement. This statement guides the rest of the process, anchoring your goals and helping you determine what a successful outcome looks like.

Discovery Activities: Research, Analysis & Testing

This is where the real exploration happens. Activities might include content inventories to understand existing assets, interviews with both content owners and users, and usability testing to observe how people navigate your intranet. Watching real users in action can be especially illuminating. All of this research generates insights that will inform your outputs and help shape the solution.

Outputs

A strong discovery phase concludes with tangible outputs: a well-defined problem, identified opportunities, documented user feedback, and in some instances, a clear roadmap. The roadmap is particularly important - it lays out what needs to happen and in what order. It distinguishes between must-haves for the initial launch and enhancements that can follow. These outputs serve as a foundation for your project’s next phase.

Discovery is Ongoing

While discovery may seem like a one-time phase, it’s actually continuous. As you move into development, you’ll encounter new challenges and opportunities that require revisiting earlier assumptions. The discovery mindset is evergreen - it should remain active throughout the entire project. Staying open to new information helps keep your solution aligned with user needs and business goals.

Intranet upgrades are complex, but starting with discovery ensures you build with intention and clarity. By investing time up front to explore the real problems and user needs, you set the stage for a more successful, user-centered outcome. Whether you’re planning a redesign or just beginning to explore what’s possible, a solid discovery phase is your best first step.

All Resources

• Discovery: Study Guide
• Problem Space vs Solutions Space
• 7 Tips for Successful Discoveries
• Setting up a discovery to succeed with a small team

Do you have any questions for us? Continue the conversation on BlueSky with the hashtag #AskSympraxis and mention @sympraxisconsulting.com.