Starting From Zero: My Approach to Undocumented Workflows
You know that feeling when you walk into a new client's office and ask for their process documentation, only to be met with nervous laughter? I've been there more times than I can count. As a Californian working with German companies, I initially found this shocking - weren't Germans supposed to have everything documented down to the smallest detail?
Let me share my approach to this all-too-common scenario.
First, breathe. Lack of documentation isn't a roadblock - it's an opportunity. Think of it like being a detective; you're not just gathering information, you're uncovering a story that's been hiding in plain sight.
Here's my tried-and-tested method:
Start With Shadow Sessions: I literally sit with key team members and watch them work. No interruptions, just observation. It's amazing what you notice when you just watch. People have brilliant little shortcuts and solutions they don't even realize are special - they're just "how we do things."
The Coffee Chat Technique: Instead of formal interviews, I set up casual conversations. Something magical happens when people aren't being "officially" questioned. They share the real stories - the workarounds, the frustrations, and those unofficial but critical processes that keep everything running.
Build a Visual Story: As I gather information, I start mapping it out visually - right there in the room, with the team. I use simple boxes and arrows on a whiteboard. Nothing fancy. The moment when someone says "Oh, wait, you forgot about..." is pure gold.
The Reality Check Loop: Every few hours, I pause and reflect what I've learned back to the team. "So, if I understand correctly..." This simple practice has saved me from countless misunderstandings and revealed hidden complexities I might have missed.
Here's the thing - and this took me years to understand - the lack of documentation often means the processes are still evolving. They're alive. And sometimes, that's exactly where the opportunity for innovation lives.
Remember, your goal isn't to create perfect documentation. It's to understand enough to make meaningful improvements. Start small, stay curious, and keep asking questions.
What's your experience with undocumented workflows? I'd love to hear your stories and strategies.
