Once you've chosen what program focus on, articulating the process is next. Essentially, what we're doing here is breaking down the tasks that SAM and your team will do to transition clients through your program. This isn't a one time thing, but rather a step that will be repeated for each program. Hence, why we recommend prioritizing!
We love Tom Wujec's TED Talk using the preparation of toast to understand more complex processes.
- Systems are made of nodes and links. These are steps and the relation between them.
- About 5-13 tasks is the sweet spot to clearly communicate a process.
- Put each task on a sticky note, as our brains are more willing to understand and reconsider a system when it's easy to change the order.
What are the major stages of your program?
Create a document for your program and list the stages that describe the overall flow of the program. Here are general workflows that we have come across working with agencies like yours.
What moves your team through each stage?
Within each stage, come up with the steps needed that lead people from the beginning to the end of that stage. Too many can overwhelm users initially and additional can always be added later. You'll be refining these into tasks in the next step and you'll continue to, as your team becomes more familiar with SAM.
As you're creating or pulling together these steps, consider:
- When it's due in relation to others? Determine the order of them .
- Who's responsible for completing it? This could be your team, a client, or someone external to your agency.
- What is the objective of the task? Is it to provide or collect a document, get a signature, in person meeting, etc.?
- If/then scenarios.
Document your workflow (this is very important, don't skip!)
Now's the time to put together what we've been talking about. Below are a few tools we recommend SAM Leads reference when diagramming your program's workflow (sticky notes work too!)