02 / CONNECTED WORK
Less friction.
Clearer workflows.
Before adding another tool, understand how work actually happens. The most useful software conversation starts with the people, information, and handoffs involved.
Map the current process
Choose one recurring activity rather than trying to redesign the whole business at once. Record what starts it, who handles each step, which tools are involved, and what marks completion.
Include the informal work: a spreadsheet maintained by one person, a reminder sent in chat, or an approval given by email. These details often explain why an otherwise simple process takes longer than expected.
Find the real source of friction
A problem that looks like a software issue may be an unclear responsibility, missing information, or an unnecessary approval. Identify the specific point where work waits, repeats, or becomes difficult to track.
Describe the impact in practical terms. For example, staff may re-enter the same customer details in two systems, or an incoming request may lack the information needed to assign it. A precise example is more useful than a general request for automation.
Separate rules from exceptions
A repeatable process needs clear inputs, a known sequence, and an owner. Document what normally happens and what should happen when information is missing, an approval is declined, or a system is unavailable.
Do not assume every exception should be automated. Some decisions need a person to review context. A good scope explains where software can assist and where a human remains responsible.
Define an achievable first version
Select one useful improvement and decide how it will be assessed. That could mean removing duplicate entry, making status visible, or ensuring a request includes the required details.
Check how data will move between existing systems, who has authority to access it, and what ongoing administration is needed. Confirm the availability and scope of any implementation directly before committing to a project.
PREPARE THE CONVERSATION
Bring context.
Find clarity.
Use these details to frame an inquiry. Scope, availability, pricing, and any ongoing arrangements are confirmed directly for your needs.
Read the project guideUseful details to include
- A step-by-step example of the current process
- The people and tools involved in each handoff
- The most common delays or repeated tasks
- Rules, exceptions, and information-access requirements
LET’S TALK ABOUT YOUR NEXT STEP