Start with a specific outcome
Describe what should be achieved and for whom. Recording an order differs from answering a customer question. Identify the problem you want to reduce: rekeying, waiting, unclear status or corrections. Use a process name that the people involved recognise.
Choose a beginning and an end
Record what starts the task and when it is genuinely complete. Identify the main handovers between those points. Note where someone searches for or copies information. You do not need a full process model; a traceable description of an ordinary case is a useful start.
Identify systems and information
List the applications and the data moving between steps. Describe categories rather than real customer records. Leave out passwords and access codes. Identify the authoritative source and the person who can resolve uncertainty about the content.
Distinguish observation from estimation
Record volumes and handling time with a period and source. Label estimates as estimates. Waiting for approval is not the same as active handling time. An open question is more useful than a precise-looking number without evidence.
Include an unusual case
Describe what happens when information is missing, a request arrives twice or processing provides no confirmation. Identify who takes over and what they need. The aim is to expose where judgement or additional agreements are required.
Finish with an open question
Name the person responsible for the process and the outcome that matters to them. Then choose a question to discuss, such as where time is lost or which handover deserves investigation first. The canvas does not have to be complete before that conversation can happen.
Process, purpose and desired outcome
Beginning, end and main steps
Systems, data categories and authoritative source
Volume and active handling time: period, measured or estimated
Exceptions and current handling
Process owner, participants and open question
Record only necessary process information. Leave out personal data, passwords and confidential customer details.
What would you like to clarify?
Describe the process step or open question. We can explore a practical next step together.
Discuss your process