I normally subscribe to the norman-nielsen best practices, the design principles and laws I've learned over the years AND apply the non-linear Design THINKING process from Empathize, to Define,  to Ideate, to Prototype, and to Test

I do this because I like to leave very little room for guess work that is why... 

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I would investigate the business goals initially by soliciting it from stakeholders. I will engage with end-users directly to identify user personas, pain points and friction areas, then bring those insights into early product discovery.

From there crafting the end-to-end user journey with the team will be a lot easier as we have more facts from discovery which can lead to identifying touch points, to onboarding, to daily use, and support.
 

In my experience with global companies, systems are integrated into mission-critical operations, I’d also work with solution architects, service and sales teams to ensure UX doesn’t stop at the interface level but extends to performance, deployment, and issue resolution. I would combine qualitative insights with usage data to continuously refine the experience by continous discovery, which I am a big fan of because you get to know the audiences better, shifts in behaivour and more importantly prevents the end-of-life of a digital product.



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