Here are the top five takeaways from process maps:
- 1. Draw them: Process maps are a visual tool. Take the time to draw them out. Simply talking about the process does not capture with the same level of precision and usefulness the nuances of the adoption process. It’s a lot harder to identify a kink in the process if you can’t see it.
- 2. Be thorough: Don’t gloss over steps. Sometimes it’s those seemingly minor steps that are the issue. Capture every signature, every transaction, every moment in the case. You might be surprised by what you find.
- 3. Recognize that one (or two, or three) process(es) might flow into one another. Sometimes you’ll see that there are several “tracks” in the process that run concurrently and then meld together. These confluences can be important moments and tweaking a step on one track might have a cascading effect on the entire process.
- 4. Get specific: Is a form required? Do people assume a “policy” is in place that demands a course of action? Is that slowing down the process? Tease out these so-called “requirements.” Often we find the aren’t really required. If they are, cite the authority on the process map.
- 5. Corroborate with data: Always check whether the data confirms your suspicions about where the kinks are in the process. It’s essential that you substantiate your conclusions with data. Don’t mistake your own experience for the ultimate truth. Every perspective has its limits.