Day-in-the-life discovery
Follow the work across your organization.
We work with you to choose a service journey, follow a real request across the teams involved, and agree where the work can improve.
- One-day workshop
- On site or virtual
- Built with your team
- IT and the business
An example we could follow
One request. Several handoffs.
We follow the request with the people doing the work.
A sample day
Your work sets
the agenda.
We build the day with you. The teams, timings, and questions follow the service journey you choose.
Before we meet
Choose a workflow, a recent request, and the people who handle it. We agree the scope together.
Open a session to see what happens.
Choose the work to followAgree the focus with your team.
Choose a service journey, where it starts and ends, and the teams it touches. Bring a recent request so the conversation stays grounded in real work.
A shared starting point
The workflow, the customer need, and what a good outcome looks like.
Walk through a real requestSee the steps behind the service.
The people doing the work show us what happens, using their tools and records. We follow the steps, including the workarounds that the procedure may leave out.
The actual sequence
What arrives, who acts, which tools they use, and what moves on.
Connect the handoffsFollow the request beyond one team.
Trace the information, approvals, and asset responsibilities passed between teams. Depending on your workflow, this may include HR, IT, facilities, or finance.
Where work changes hands
Missing information, repeated entry, waiting, and unclear ownership.
Check what gets in the wayCompare the stories with the evidence.
Review the relevant controls, service measures, and request history. Ask the teams to confirm what we have seen and where delays or repeated work occur.
Findings the team recognizes
The obstacles, their effect on the service, and questions still to resolve.
Agree what comes nextTurn the discussion into priorities.
Review the findings together. Agree which improvements deserve attention first, who should take the next step, and what needs more investigation.
A practical way forward
Prioritized opportunities, recommended actions, and clear next steps.
Illustrative schedule. Sessions and breaks are agreed with you.
What you take forward
What we found. What to work on next.
A record of how the work happens today, with recommendations grounded in what your teams have shown us.
- Illustrative exampleObserved in the requestThe start date arrives after IT has begun preparing access.Confirm with HR and the service desk
Discovery findings
Where work waits, repeats, or loses information.
- Illustrative example
One request, across teams
Real-work journey
The steps, teams, and handoffs behind the service.
- Illustrative example
- 01Capture the start date at intake.
- 02Agree who confirms the handoff.
Prioritized opportunities
Recommended improvements, next steps, and owners.