Discovery phase (Government & NHS Service Standard)

Our Service Standard Discovery is the foundation for developing or migrating user-centred digital services and websites. 

Discovery service journey map

Our range of research and technical activities reveals the problems, opportunity, costs, risks, and recommendations to conform with the Government and NHS Service Standards and Technology Code of Practice.

Get in touch

We’re always happy have a chat about your plans, or potential projects.

We can help you to:

  • Understand who your users are and what they truly need
  • Understand how well their needs are currently met
  • Observe research and interactions with your actual service users
  • Understand the technology and policy environment your service operates in
  • Identify options for adopting or migrating to cloud technologies
  • Recommend technology options to meet business and user needs
  • Actionable outputs to progress, including Agile user story backlogs
  • Clear next steps to confidently proceed to an alpha phase
  • Delivered by Service Standard discovery specialists
  • A highly collaborative approach with in-house teams

How we do it:

  • We lead the recruitment of user research participants 
  • Conduct user interviews, observations, workshops, surveys, card-sorts, and usability tests
  • Analyse stakeholder, business, and policy needs
  • Map current user experience, performance, governance, data, content, and technology
  • Articulate and evidence the scale and nature of the problem
  • Digital inclusion and accessibility needs assessment
  • Prioritised backlog of user needs for each service user persona
  • Co-design concept prototypes and test with users for immediate feedback on direction
  • Evaluate Technology Code of Practice compliant tech options
  • Final report with practical recommendations on user experience, content, data, technical, and governance
  • Roadmap to progress/build the service, including team resources

Who do we help

Any team needing discovery evidence, to inform decisions about their current or prospective digital service.

  • Any service owners responsible for a digital service
  • UK Government departments and arms length bodies
  • Local government
  • NHS bodies
  • Health, education and workforce providers


Read case studies from some of the 40+ discoveries we’ve delivered:

How to work with us

We’re on the Digital Marketplace Outcomes and Specialists and G-Cloud 13 frameworks offering our discovery, service design and user research services.

Get in touch

We’re always happy to have a chat about your plans, or potential projects.

Helen Taylor

Or phone: 01509 351040


  • ~£30k – £100k (depending on what is needed)

“Lagom Strategy has proved yet again why they are they are one of the top rated discovery providers in the public sector.” 

– Enterprise & Innovation Architect, NHS England

Why Lagom?

We draw on our experience of working with 40+ teams to deliver Service Standard discovery phases over the last 10 years, so we know what it takes to run an effective discovery phase (and the pitfalls to avoid).

Our team includes former civil servant digital specialists who ran digital services in Government departments, so we understand the challenges of navigating policy, assurance and commercial hurdles to get the discovery you need.

We are independently owned, technology-agnostic, and don’t build things: so you can trust our recommendations are truly objective, best value, and above all, user-centred.

Thinking about a different Service Standard phase? We also provide support to create the conditions for a successful Alpha phase.

“Great discoveries combine the rigour of gathering evidence against each Standard, and an openness to what the research might reveal.”

– Liam King, Lagom Strategy

Who we’ve worked with