Background
In 2022, we recognised a growing need during our scoping conversations with clients: a more visual and collaborative way to understand and streamline business processes. This realisation marked the beginning of our journey with process mapping, a methodology that has since become integral to our digital transformation projects. What started as a tool to visualise processes during early discussions with clients has evolved into a fundamental aspect of how we approach all change initiatives. Today, our new (aptly named!) service, evolve, leverages the power of AI enhanced process mapping to drive success across a wide range of business needs.
The Challenge
Initially, our challenge was to capture better and leverage the diverse ways in which individuals within client teams actioned their processes. We noticed that, although teams often reached the same outcomes, the routes they took naturally varied. This diversity was not a flaw but rather an opportunity to harness different perspectives, engage participants early in the change process, and foster a more inclusive approach to transformation.
IMPLEMENTATION AND INNOVATION
2022: Early Adoption and Engagement
Our first step was to integrate process mapping into our scoping conversations. By doing so, we could visualise the processes that clients described, creating a shared understanding among all stakeholders. The response was overwhelmingly positive. Clients appreciated the clarity that process mapping brought to discussions. Our Client Design Hubs became dynamic spaces of synchronous and asynchronous activity, with Miro emerging as the go-to platform for all project management activities.
We began to see the transformative impact that collaborative process mapping was having within our own team. As we worked together to explore client processes, we found that this methodology brought our internal teams closer. The shared visual language and collaborative nature of process mapping helped us to break down silos, align our goals, and foster a more cohesive working environment. It revolutionised the way we work together as a team, making our internal collaboration more efficient and more meaningful.
2023: Expanding the Scope
As our expertise in live, dynamic process mapping grew, so did our understanding of its broader applications. We began using As-Is process maps not just for understanding current workflows, but as foundational elements for designing future state innovations. These maps evolved iteratively, becoming essential tools for testing and training during digital transformation projects. This approach ensured that every step of the process was informed by a deep understanding of the current state, leading to more effective and sustainable change.
This phase also underscored the importance of process mapping in our own journey as a business. By continuously mapping and refining our processes, we were able to innovate more rapidly and effectively, ensuring that our methodologies remained at the cutting edge of industry best practices. Collaborative process mapping became a cornerstone of our internal development, allowing us to consistently deliver high-quality outcomes for our clients.
2024: Standardisation and Continuous Improvement
By 2024, we had developed our own set of Miro templates specifically for process mapping workshops. These templates provided consistency, clarity, and continuity across our teams, ensuring that every project benefited from our cumulative experience. As technology advanced, particularly in the realm of AI, we continued to refine our templates. AI now allows us to analyse and synthesise data more effectively, leading to greater and more meaningful outputs. This innovation has also freed up our facilitators to be more present and engaged during client sessions, enhancing the overall experience for everyone involved. Collaborative process mapping has now become not just a tool we offer to clients, but a core part of our identity as a business.
THE INTRODUCTION OF EVOLVE
Recognising the power and versatility of process mapping, we decided to take this methodology beyond digital transformation. Our new service, evolve, applies the principles of process mapping to any business need, offering a multi-faceted approach that considers people, processes, technology, and data. This holistic analysis, combined with our commitment to continuous improvement, ensures that our clients receive tailored solutions that drive lasting, meaningful change. Read more about evolve
Results and Impact
Since 2022, we have applied process mapping to all our digital transformation projects, leading to measurable improvements in engagement, efficiency, and overall project success. The introduction of evolve marks a significant step in our journey, allowing us to offer process mapping as a versatile tool for navigating complex business challenges.
Internally, collaborative process mapping has transformed our operations. This transformation has directly translated into the success we achieve for our clients, making process mapping an indispensable part of our business strategy.
CONCLUSION
Process mapping has revolutionised our approach to change projects, evolving from a useful tool into a core methodology. From its early adoption in 2022 to the launch of evolve in 2024, we have demonstrated our ability to innovate and adapt, ensuring that our clients are always at the forefront of our human-centred approach.
As we continue to refine our methods and explore new possibilities, we remain committed to delivering exceptional results for every client, every time. Moreover, by embedding collaborative process mapping into our own operations, we have strengthened our internal team, ensuring that we are not just delivering success, but embodying it in every aspect of our work.
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