The written process and the real one
A procedure describes the intended path. To understand everyday work, we ask people to show us the informal steps too: the extra file, the repeated check, the email needed to unblock an approval.
These details help us ask precise questions. What information is missing? Who decides? Why is the same data entered more than once? Which exceptions recur regularly?
Separate causes from symptoms
Waiting at one point in a process can depend on something that happened much earlier. An incomplete request, an ambiguous responsibility or a criterion that is not shared can lead to rework later.
We connect the evidence and discuss hypotheses with the people working in the process. The aim is to identify a cause we can address, along with a way to verify the change.
Simplify, then choose the technology
Sometimes the first intervention is to clarify a responsibility, remove duplication or make information available. In other cases, it makes sense to introduce automation or test an AI application.
We choose the solution to suit the problem and context. We define who will use it, who will maintain it and how exceptions will be handled. These operational questions need answers during design.
Verify in everyday work
The redesigned process needs to be tested. We agree on indicators aligned with the objective, collect people’s observations and assess what emerges in use.
For us, a useful delivery leaves the business with a clearer way of working and the tools to keep improving it.