Mapping what actually happens, not what the manual says
Every digitisation project starts with a process map, and most of those maps describe the intended process rather than the real one. The gap between them is where all the informal work lives: the exceptions handled by email, the approvals granted verbally, the second spreadsheet kept because the official one is missing a column.
The map worth having is built by following three or four real cases end to end, including one that went wrong. It takes a day and it changes the design, because it surfaces the steps that exist for a reason nobody remembers and the ones that exist for no reason at all.
- Three or four real cases followed end to end
- At least one case that went wrong included
- Informal steps recorded, not corrected on the map
- Waiting time between steps measured, not estimated