We map that workflow stop by stop, decide what software should do on its own and where a person reviews, then build a focused first release your staff test while it is being built.
One workflow, mapped stop by stop
Before anything is designed we follow one piece of work, such as a referral, a quote or a work order, from the moment it arrives to the moment it is done. Every stop gets an owner, a status and a time it should move by.
- Who receives it and how
- What has to be true before it moves on
- Who owns each stop
- Where it usually waits
A first release your team uses early
You test working screens during Build, with your own data, so problems are found while they are cheap to fix. The first release covers one workflow well before we add the next.
- 1 Understand the work
- 2 Map the system
- 3 Build the first release
- 4 Use it for real
- 5 Extend it
Grows with the business
The same system extends to the next department, location or customer portal, so you add capability without adding another disconnected tool.
✕Work spread across spreadsheets
✓One shared record
✕Nobody sees the whole path
✓Every stop visible with an owner
✕Overdue work found by phone calls
✓Overdue work at the top of the list
The system handles
- Assigning the next step
- Reminders and follow-ups
- Status updates between teams
Your people decide
- Judgement calls and approvals
- Customer conversations
- Exceptions that need a person
