Business Process Mapping

Question 1

What is Process Mapping

Answer 1

Visually breaking down a process into steps.

Includes who does what, steps taken, and how to measure success, additional context.

Universal Process Notation (UPN) for standard steps

Question 2

Capability Model

Answer 2

List out HIGH LEVEL Process Areas
- useful for scoping out area to focus on, see in terms of entire business

Question 3

SIPOC map

Answer 3

shows a SPECIFIC Process’s
suppliers, inputs, process, outputs, customers

identify key point in a process as a way to prepare for a more detailed process map

define scope of complex project

Question 4

value stream map

Answer 4

diagram the material and information needed until a product reaches the customer

can help remove waste by showing all activities in the process, including the ones that don’t add value to end users

Question 5

Universal Process Notation

Answer 5

Part of diagramming

Activity box - labeled with verb that describes activity in process

Resource - in activity box, shows who is responsible RACI

Activity boxed connected with lines detailing who is handing off the step to the next

Can add forms to each box for more detailed metrics in each activity box

display a process from high level to detailed view following rules

Question 6

Five principles of UPN

Answer 6

1 - No more than 8-10 boxes
2 - Drill down in activity box to show levels of detail
3 - Add supporting information - who and what for that step
4 - access control of process
5 - version control implemented to record changes at a diagram level (different granularities)

Question 7

Detailed Process Map

Answer 7

flowcharts that break down and details steps of a process and all underlying subprocesses

great for pointing out all areas of improvement, very detailed

Hierarchy:
CORE Process
Sub Process
Sub Sub Process

Question 8

business analysts do when starting projects

Answer 8

plan kickoff meeting to gather information on current state. Invite relevant stakeholders

Question 9

three C’s of diagramming

Answer 9

Clarity, consistency, contrast

Question 10

Business Process Documentation

Answer 10

practice of capturing, recording, and describing specific steps in a business process

Question 11

version control repository

Answer 11

central location where document is located
allows for multiple stakeholders to collaborate

manage and track changes to document over time

CONSISTS OF:
Information Flow
Product Flow
Timeline Flow

Question 12

what is the purpose of a process map?

Answer 12

show the relationship between the steps and the inputs of a business to establish a clear, consistent, and concise result

helps show if/where improvements can be made to be more efficient

Question 13

what items are inside the activity box of a process map?

Answer 13

Input = WHEN it happens
Output = WHY is happens

Activity box:
WHAT (verb - what are we doing)
WHO (who is responsible)
WHAT (what systems are used?)

HOW: Drill down to next level, see attachments

Question 14

When deciding to buy software to make process maps, what factors should you look for?

Answer 14

• Drag-and-drop interface
• formatting capabilities
• security and versioning
• publishing and sharing capabilitites
• intuitive design

Question 15

when should you review your process map with stakeholders?

Answer 15

right after making it! Get their feedback to improve it.

Question 16

what are the best practices for process mapping?

Answer 16

1- Identify the process you need to map

2- be clear about what your are mapping

3- get someone skilled to map it

4- validate your process mapping right after making it with stakeholders

5- don’t fix your processes until they are fully mapped

6 - build the right team

7 - keep it simple

8 - work with stakeholders to improve it

Question 17

true / false : choosing process map is the first step in the process

Answer 17

false! First step is choosing the process you need to map.

Question 18

A process mapped using UPN answers what?

Answer 18

who need to do what, when, why, and how

Question 19

what do activity boxes start with?

Answer 19

A verb phrase

Question 20

what do resources follow in the activity box?

Answer 20

responsible is the first thing under the verb phrase

shows who is responsible RACI
RACI - Responsible, Accountable, Consulted, informed

Question 21

how many levels can you go down in a UPN process map?

Answer 21

no limit, drill down shown in upper left corner of box

Question 22

how do you read UPN process maps?

Answer 22

left to right

Question 23

in a UPN process map, if the activity box has R: Connor, what does that mean?

Answer 23

Connor is responsible for the action

Question 24

what are the three questions you should ask when mapping a process map?

Answer 24

what is the audience and scope?
how can you define the process such that each step starts with a verb and has clear inputs and ouputs?
which rescources are engaged in each step?

Question 25

In process mapping, what are the 3 items to think about when figuring out what level of detail to drill down to?

Answer 25

Complexity - need all levels required to remove ambiguity
Regulatory Requirements - if process needs to follow standards, needs to be very detailed to ensure compliance at all steps
User Expertise - the less experienced the staff is, the more detailed the process should be for them to follow

Question 26

What stages are there in a UX design process?

Answer 26

Empathize - learn about your audience through observing or interviewing
Define - create a point of view from the user’s perspective
Ideate - brainstorm solutions
Prototype and Test - test rough drafts, get feedback, cycle

Question 27

what is a persona?

Answer 27

A persona describes a fictional person who represents someone who will use the product or service you’re designing. Each persona includes shared behaviors, motivations, goals, and demographics from the group of users involved with the solution you’re designing.

Question 28

what frames a persona’s desires and reasons for them. Focuses on the outputs customers want.

Answer 28

jobs to be done

Question 29

what are the three types of constraints in ux design?

Answer 29

technical - software limitations
business - time, budget, resources
design - brand guidelines

Question 30

when should you start the ux design process?

Answer 30

once you and the stakeholders have agreement on the goal and what you want to achieve

Question 31

what is a design brief in ux design?

Answer 31

document that defines the critical information and the plan for the work you’re about to start.

Guide to make sure you are designing the right things for the right people

Question 32

what is the design process lifecycle?

Answer 32

they are cyclical - make design, get feedback from stakeholders, improve design, etc..

Question 33

what are UX artifacts?

Answer 33

UX artifacts are craft-based deliverables, such as sketches, shapes, compositions, and interactions. They are outcomes of the design process. There are two main categories of UX artifacts: mapping and screens.

Question 34

map-type UX artifacts

Answer 34

diagrammatic repesentations of USER’s Experience!

contain broad view of experience and can zoom in on a particular step

Help you understand your users better

Question 35

journey map

Answer 35

type of ux map artifact -
visualization of each step a customer has with a product or service over a period of time

Question 36

service blueprint

Answer 36

type of ux map artifact -
extends the journey map that shows what happens before and after using the product or service.

Service blueprints go a bit deeper than journey maps and establish relationships between digital and physical interactions.

These maps help you understand the complete lifecycle of user interaction.

Question 37

ecosystem map

Answer 37

visualize complex relationships among multiple systems

Question 38

empathy map

Answer 38

empathy map is a visualization of how a user thinks, feels, acts, and speaks

helps to understand the psychology behind a persona

Question 39

mental model

Answer 39

interaction pattern in your brain.

It represents how you think a system should work.

Mental models are used in web and application design to build functionality that users learn to use easily because it parallels something they’re already familiar with

ex: clicking a shopping cart icon to go to checkout

Question 40

storyboard

Answer 40

sequence of illustrations that helps designers and stakeholders visualize how users interact with your product or service at each stage of their journey.