Before initiating any user engagement activities, I collaborated closely with key stakeholders primarily the Business Operations Team to align on business objectives, clarify assumptions, and map out existing service workflows. This preparation phase allowed us to frame meaningful hypotheses around potential user pain points and identify critical areas to explore. With this foundation in place, we conducted a Focus Group Discussion (FGD) to validate our assumptions and uncover deeper insights into user behavior, daily workflows, and specific challenges. This approach ensured that our discovery process was grounded in both business context and user realities, setting a clear direction for developing solutions that are both relevant and impactful.