In 30 seconds

Use this before and after a discovery interview. It keeps the conversation anchored to a real case and makes sure you leave with decisions, sources and exceptions, not just a tidy summary.

Before the conversation

  • You know who performs the work, not only who manages it.
  • You have asked for one ordinary example and one difficult example.
  • You have written down what you think starts and ends the workflow.
  • You have made clear you are studying the work, not evaluating the person.
  • You have left enough time to follow an unexpected branch.

During the conversation

  • You walked through at least one real, recent case in order.
  • You captured each step in the person's own words.
  • You slowed down at compressed phrases like "I just check it."
  • You asked where key information comes from and how they know it is current.
  • You asked what makes a case unusual and when they escalate.
  • You asked what happens when information is missing or records disagree.

Exceptions and knowledge

  • You asked how often each exception happens and who handles it.
  • You identified any personal spreadsheets, notes or messages used.
  • You noted important knowledge that is not written down anywhere.
  • You know who owns each unresolved or unusual case.

Before you finish

  • You played the workflow back and the person corrected it.
  • You know the trigger and the expected result.
  • You have a short list of open questions to resolve.
  • You know whether other people would describe this differently.

What this checklist does not prove

Completing it does not prove the workflow is fully understood. One conversation captures one perspective. Compare several examples and people when the differences would change the design.