Lesson 1 of 5, 13 min with the exercise

Map the task as it really happens

Avoid automating the version of the process that only exists on paper.

Sit with the person who does the task, and watch them do it twice. Write down every step, including the copying, the checking and the times they message someone to ask.

For each step, note the input, the output, the tool and the time it takes. Ask about the exceptions, because that's usually where the time goes: "What do you do when it's missing or wrong?"

Often you'll find steps nobody needs. Remove them first. Automating a pointless step just makes it faster.

See it in practice

Invented example: the documented process for new customer accounts has 4 steps. Watching it reveals 9, including a spreadsheet only one person knows about and a weekly chat message to check credit limits. Those hidden steps are what would have broken the automation.

Common mistake: Mapping from memory, or from a manager's description. The person who does the work will tell you about the steps that never made it into the documentation.