Discovery Accelerator Program: Embedding user-centered design

d.velop’s solutions are designed for the intelligent exchange of documents and information. A good user experience (UX) is central to these products; the company recognized this, and the teams’ UX maturity was already advanced. However, rigorous processes and methodological expertise had not yet been fully implemented across the board. User testing was conducted sporadically, but there was a lack of consistent procedures and structured discovery processes to identify problems based on facts. Teams repeatedly found that a lack of product discovery came back to haunt them. There was a strong desire for the certainty of developing the right solution, especially given the limited development resources and tight deadlines. Furthermore, collaboration among the trio of UX designers, project managers, and tech leads was not always efficient.

Product development was very sales-driven, and in day-to-day project work, the primary focus was on the immediate results of current activities. The actual added value in terms of business goals, and for users, was often not given sufficient consideration.

UX&I was brought in to work hand in hand with d.velop to launch a Discovery Acceleration Program. From the initial concept through planning to implementation with our partner codecentric, we collaborated closely with the client, incorporating our diverse skills and perspectives. 

Our knowledge and practical experience were to be transferred and made scalable within the program in such a way that the entire product development process would benefit. Instead of a one-way lecture, the goal was to hold up a mirror to the program participants and develop methods and processes using real-world cases. In the spirit of “learning by doing,” the goal was to impart knowledge that could be directly applied in day-to-day operations. The aim was not merely to provide isolated input, but to embed the content and establish a sustainable UX mindset.

The program’s cornerstones were to be the key phases of digital product development. These were to be made accessible through best practices, methodological knowledge, and processes, and integrated into the daily workflow at d.velop.

The 12 participants came from different teams and disciplines. They did not all have the same level of knowledge or experience. We had to continually assess how best to engage everyone and respond to participants on an individual basis.

This task was made more difficult by the hybrid setting. Most program participants were on-site, but some were also working remotely. We had to keep this situation in mind and often respond to challenges on the fly. One lesson we learned, for example, was that hybrid workshops always need to have a remote point of contact, because direct communication was essential.

From the very beginning, speed was the top priority. The teams at d.velop were expected to learn as quickly as possible how to develop better products right away. Striking the right balance between theoretical knowledge and practical application was crucial. Knowledge always had to be conveyed in a practical context, and participants had to be empowered to apply what they had learned using real-world scenarios.

For most participants, it was no small feat to integrate an 8-week training program into their daily work routine on relatively short notice. As a result, everyone involved had to be flexible, which, for example, also led to a hybrid setting.

What made this project particularly special was that we worked closely with d.velop from the initial concept through to the end of the program and beyond. Together, we developed a compact 8-week product discovery program. 

Teresa Torres’ framework provided the foundation. With “Continuous Discovery Habits: Discover Products that Create Customer Value and Business Value,” she has created a seminal work on systematic, user-centered product discovery. This discovery phase lays the groundwork for products that are aligned with both user goals and strategic business objectives. Torres also emphasizes the importance of effective collaboration between departments and teams.

The program’s cornerstones were the three Discovery phases: Alignment, Research, and Ideation and Testing. Participants worked through the entire Discovery process using concrete case studies and were equipped with all the knowledge they need to apply these methods independently.

Key topics included establishing and optimizing processes, methodological knowledge, cross-team collaboration, and awareness of cross-functional workflows. Above all else: the focus on the user’s voice.

Through a mix of training, coaching, independent work, and informal get-togethers, the group gained more than just practical knowledge. The UX mindset was gradually made tangible and reinforced.

The primary goal has been achieved: Participants are now empowered to prioritize discovery as part of their day-to-day work. There is now company-wide awareness of the discovery process. Many Discovery habits have already become part of daily routine. For example, over 100 user interviews were conducted in just two months. Every customer interaction is used to address overarching user questions. This is well-received by customers. At the same time, their awareness of Product Discovery is also increasing. Program participant Till Schweizer, Product Manager at d.velop, confirms: “Without the opportunity for sufficient Discovery, I don’t make any commitments to customers.”

The program has also influenced the language and mindset at d.velop. “Why” has become the standard question and is continually challenged within the product team. Participants were able to sharpen their mindset toward the user’s perspective. When in doubt, the rule is: the user is always right.

“We’ve got a toolbox full of methods. Now we have the tools we need to move these topics forward,” said participant Sophie Nacke, Product Manager at d.velop. The teams are equipped to be effective on their own and to drive the discovery process independently, from initial alignment to prototype testing.

The Discovery Accelerator Program was met with overwhelmingly positive feedback. We noticed this not only during the program itself but also based on the subsequent rating of 4.22 out of 5 points. 

Throughout the program, we continually made adjustments to ensure everyone got the most out of it. Following the program, we will further optimize its organization and structure, and refine the training and coaching plan for future programs. For example, we plan to place even greater emphasis on the teams’ daily challenges. We’ve also learned a great deal about hybrid settings.

Internally at d.velop, we’re working on how to share the insights gained from the program across the entire company. Follow-up initiatives that build on the new focus on product discovery are already in the planning stages.

2021–2023