Workflow Mapping
Map manual workflows before automation or build decisions. Version 1.0 documents how InfoWebPlus captures current state, actors, systems, pain points, and target flow—so the next step is evidence, not assumptions.
When to use
Use this framework when a team wants to automate, buy SaaS, or build custom software—but the real process still lives in inboxes, spreadsheets, and verbal handoffs. If nobody can draw the workflow on one whiteboard, you are not ready to scope a solution.
1. Current state
Document the workflow as it runs today—not the process diagram from onboarding three years ago. Start from a real example that completed in the last 30 days: a booking, an invoice, a support ticket, an onboarding.
List each step in order. Note where work waits (queues), where data is re-typed, and where a human makes a judgment call that no system records.
Output: a numbered step list with inputs, outputs, and average time per step (ranges are fine; precision is not the goal).
2. Actors
Name roles, not only job titles. One person may be “operations lead” on paper but “the only person who knows the Excel macro” in practice.
For each step, record who initiates, who approves, who fixes errors, and who is accountable when the customer complains.
Flag single points of failure: if one person is sick, does the workflow stop?
3. Systems
Inventory every tool that touches the workflow: CRM, PMS, accounting, WhatsApp, shared drives, paper forms, personal inboxes.
Mark official vs shadow systems. Shadow tools (personal spreadsheets, side-channel chats) often hold the truth—ignoring them produces failed integrations.
Note integrations that exist vs copy-paste bridges. “We export CSV every Friday” is an integration with operational cost.
4. Pain points
Separate symptoms from causes. “Too slow” is a symptom; “approval happens in email with no SLA” is a cause you can design against.
Score impact: revenue delayed, compliance risk, staff overtime, customer churn. Score frequency: daily, weekly, seasonal.
Prioritise the top three pains that would still hurt if you bought the shiny SaaS demo tomorrow.
5. Target flow
Describe the workflow after mapping—not after buying software. What should be automated vs stay human? Where should data be entered once?
Define non-negotiables: audit trail, multilingual support, offline fallback, GDPR retention, manager approval thresholds.
Stop before tool selection. The target flow is the contract for discovery; vendors and build estimates map to it later.
Sign-off checklist
- One real completed example from the last 30 days
- Numbered steps with inputs, outputs, and wait times
- Actors named per step with accountability
- Official and shadow systems listed
- Top three pain points ranked by impact × frequency
- Target flow written without naming a vendor
How long does Workflow Mapping take?
For a single critical workflow, a focused workshop plus follow-up interviews typically takes 3–5 business days. Larger operations with multiple handoffs may need two weeks. The output is a written map, not a slide deck.
Is this the same as business process re-engineering?
No. Workflow Mapping is lighter and decision-oriented. The goal is enough clarity to choose between automate, integrate, buy SaaS, or build—without a six-month transformation programme.
Map before you build
Workflow Mapping is how we start engagements where automation or custom software is on the table.