Process Map
Understand
Co-design processes with frontline input.
A clinic kept misplacing patient test results. After interviewing nurses, lab techs, and admin staff, they mapped the full journey—from blood draw to results delivery—on a wall. They found the problem: results were printed and hand-delivered, often getting lost before reaching the doctor.
Steps
Meet with leadership to define big-picture challenges, agree on goals, identify success indicators, and list relevant stakeholders and partners involved in the response.
Interview each stakeholder for up to 1 hour to understand their specific roles, challenges, and the detailed steps of the process. Include any additional key players mentioned.
Using the interview insights, write the steps of the process on sticky notes. Use:
Ovals for the start and end points.
Rectangles for each step.
Diamonds for decisions.
Parallelograms for inputs or outputs.
Arrows to show the flow between steps.
Gather all stakeholders in a session to confirm the map, uncover missed challenges, and brainstorm improvements. Prioritize ideas based on feasibility, stakeholder commitment, and potential impact.
Based on the ideas of Frank and Lillian Gilbreth (Early 1900s).
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