Describe the work first
Begin with the journey a customer or colleague needs to complete. Identify the steps, handoffs and information involved. A clear picture of today’s workflow gives your team something concrete to improve and helps keep the technology conversation tied to an actual business need.
Listen across the business
Invite the people who use the process every day to describe what slows them down. Compare that experience with management priorities and customer expectations. Shared understanding helps a team decide which problems matter most.
Define a useful outcome
Describe what a better experience would look like before creating a feature list. It might mean clearer ownership, fewer repeated entries or more visibility across a team. Agree on how you will review that outcome together.
Plan for adoption
Leave room for training, feedback and adjustments to the way people work. Introduce changes in manageable stages and make responsibility for ongoing support clear. The conversation should include both the system and the people who will depend on it.