Workflow Mapping

Workflowglossary×WorkflowA workflow is a defined sequence of tasks or steps required to complete a process.Open glossary term→ mapping is a UX and service designservice×Service DesignMap what happens across teams, systems, and touchpoints so services feel more joined up for users and easier to deliver internally.Open service→ method used to visualise how tasks, processesglossary×ProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term→, and interactions flow across people, systems, and touchpoints.

It captures the sequence of activities, who is involved, what systemsglossary×SystemA system is a collection of interconnected components that work together to achieve a specific function or outcome.Open glossary term→ are used, and how information moves through the processglossary×ProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term→.

Unlike task analysisguide×Task AnalysisBreaking down a specific task into steps, decisions, and dependencies so complexity can be reduced and workflows improved.Open guide→, which focuses on an individual user, workflowglossary×WorkflowA workflow is a defined sequence of tasks or steps required to complete a process.Open glossary term→ mapping looks at the broader processglossary×ProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term→, often involving multiple roles, teams, and tools.

It highlights dependenciesglossary×DependencyA dependency is a component or system that another part of the system relies on to function.Open glossary term→, handoffs, and bottlenecks.

The goal is to understand how work really happens and identify opportunities to improve efficiencyglossary×EfficiencyEfficiency measures how quickly and easily users can complete tasks once they are familiar with a system.Open glossary term→ and experience.

Use this method when processesglossary×ProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term→ involve multiple steps, people, or systemsglossary×SystemA system is a collection of interconnected components that work together to achieve a specific function or outcome.Open glossary term→.

It is most useful when:

Set up properly.

Before you start, be clear on what workflowglossary×WorkflowA workflow is a defined sequence of tasks or steps required to complete a process.Open glossary term→ you are mapping, who is involved (roles, teams, users), and what systemsglossary×SystemA system is a collection of interconnected components that work together to achieve a specific function or outcome.Open glossary term→ or tools are part of the processglossary×ProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term→.

Use real dataglossary×DataData is raw information collected and stored for analysis, processing, or decision-making.Open glossary term→ and stakeholderglossary×StakeholderA stakeholder is any individual or group with an interest in a product, project, or outcome, including internal teams and external parties.Open glossary term→ input where possible.

Run the method.

Workflowglossary×WorkflowA workflow is a defined sequence of tasks or steps required to complete a process.Open glossary term→ mapping is structured and collaborative.

Define the start and end points. Identify all roles and actors involved. Map each step in the processglossary×ProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term→. Capture systemsglossary×SystemA system is a collection of interconnected components that work together to achieve a specific function or outcome.Open glossary term→, tools, and dataglossary×DataData is raw information collected and stored for analysis, processing, or decision-making.Open glossary term→ flows. Highlight handoffs and dependencies.

Focus on what actually happens, not what should happen.

Capture and make sense of it.

The value comes from seeing the full processglossary×ProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term→.

Look across the workflowglossary×WorkflowA workflow is a defined sequence of tasks or steps required to complete a process.Open glossary term→ to identify bottlenecks or delays, unnecessary steps or duplication, breakdowns in communication, inefficiencies across systemsglossary×SystemA system is a collection of interconnected components that work together to achieve a specific function or outcome.Open glossary term→, and opportunities to streamline.

Use this to improve both experience and efficiencyglossary×EfficiencyEfficiency measures how quickly and easily users can complete tasks once they are familiar with a system.Open glossary term→.

Focus on:

Most issues come from:

If it doesn’t reflect real work, it won’t improve it.

Done properly, this method gives you:

If this sounds like something you need, we can help you map your workflowsglossary×WorkflowA workflow is a defined sequence of tasks or steps required to complete a process.Open glossary term→ and improve how your systemsglossary×SystemA system is a collection of interconnected components that work together to achieve a specific function or outcome.Open glossary term→ and teams work together.

No guesswork. No assumptions. Just clarityglossary×ClarityClarity is how easily users can understand what is happening and what they need to do.Open glossary term→ that drives better outcomes.