Service guides / Web & mobile apps
Workflow mapping · Web & mobile appsCustomer enquiry forms: workflow mapping
Make the steps and handoffs visible. Start with required enquiry fields and routing rules and plan a validated submission and receipt flow.
Available remotely for local and international enquiries. Platform choice and final scope depend on your requirements.
The project in view
- Start with
- required enquiry fields and routing rules.
- Proposed result
- a validated submission and receipt flow.
- A decision to resolve
- failed submissions that appear successful.
This is a planning example. It does not describe a completed client engagement.
Workflow mapping for this project
- Start when required enquiry fields and routing rules is available and approved for use.
- Create a draft of a validated submission and receipt flow, with source references attached.
- Route failed submissions that appear successful to the nominated reviewer before issuing the final result.
Questions to answer together
- What starts the work, and what marks it complete?
- Who reviews the intermediate result?
- Where does an exception go, and who resolves it?
What to have at the end
A sequence of steps showing inputs, decisions, handoffs and completion.
Record the decision on failed submissions that appear successful alongside the source material. If it is still unresolved, identify who can answer it and what work depends on the answer.
Prepare your enquiry
Use this as a starting point. Add your current process, available examples and constraints before sharing.
Send your completed brief to hello@iansamonte.com or visit the main page to discuss your project.