Lesson 6 - Discovery Is Not a Checkbox
Discovery is where automation projects are either saved or quietly sabotaged. Yet it’s often treated as a formality ,schedule a meeting, ask a few questions, document the “happy path,” and move on. That approach almost guarantees rework later.
Real discovery is uncomfortable. It forces teams to confront where processes break, where rules are bent, and where unofficial workarounds exist. These realities rarely appear in SOPs or flowcharts, but they define how work actually gets done. Ignoring them doesn’t make them disappear, it just ensures automation will collide with them after go-live.
Across industries, failed automations almost always trace back to shallow discovery. The workflow made sense on paper, but not under real conditions. Volume spikes weren’t discussed because they were considered “edge cases.” Exceptions were glossed over to keep things moving. Dependencies between systems or teams were assumed instead of confirmed. Each of these omissions becomes a problem once automation enforces the process consistently.
Effective discovery requires observation, not just interviews. Watching work happen reveals delays, handoffs, and decision points that people forget to mention or no longer notice. Asking what happens when things go wrong often yields more insight than asking how the process works when everything goes right.
Discovery also includes identifying what should not be automated. Some steps exist for good reason. Some flexibility is intentional. Understanding those boundaries prevents over-automation and builds trust with users who know the nuances of their work.
Discovery isn’t about documenting perfection. It’s about exposing reality early, when fixing issues is still cheap and expectations are still flexible. The time spent here determines whether automation becomes a stabilizing force or a source of ongoing frustration.
When discovery is done well, automation feels obvious. When it’s rushed, automation feels imposed. The difference shows up long after the project is “complete.”
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