A process map is a simple description of the steps people take to complete a task. It helps reveal what could be improved before software is added.
Write down what happens
Ask the people doing the work: who receives the request, what gets copied, who approves it and what happens if information is missing? Include the real steps rather than the ideal version.
Look at handovers
Work can slow down as it moves between people, for example from sales to finance or from support to a specialist. A reminder or shared record may help, but not every problem needs AI.
Choose an outcome
Decide what matters, such as fewer missed tasks or faster responses. Compare the expected benefit with the cost and test the change.
Capture the exceptions
Beside the ordinary route, record the decisions that change what happens next. Who can approve an exception? What happens if a customer supplies incomplete details or a connected system is unavailable? Include the informal checks colleagues rely on.
Mark where the team waits for a decision and how it notices work that has stalled. Ask the people involved to check the map against a recent unusual case. A simple map is useful when it shows the real handovers and exceptions.
An example of a useful map
For a customer enquiry, the map might begin with a form submission, continue through a completeness check and assignment to a colleague, and end when the customer receives a response. Add the systems used at each step and the person responsible for the handover.
Now add a branch for missing details and another for an urgent request. Note where the team waits, repeats an entry or checks an exception. Walk the map through with the people involved, then improve one point and check that the rest still works.
Next, explore how to find repetitive work to improve.