Business Process Mapping Flashcards
What is Process Mapping
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
Capability Model
List out HIGH LEVEL Process Areas
- useful for scoping out area to focus on, see in terms of entire business
SIPOC map
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
value stream map
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
Universal Process Notation
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
Five principles of UPN
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)
Detailed Process Map
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
business analysts do when starting projects
plan kickoff meeting to gather information on current state. Invite relevant stakeholders
three C’s of diagramming
Clarity, consistency, contrast
Business Process Documentation
practice of capturing, recording, and describing specific steps in a business process
version control repository
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
what is the purpose of a process map?
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
what items are inside the activity box of a process map?
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
When deciding to buy software to make process maps, what factors should you look for?
- Drag-and-drop interface
- formatting capabilities
- security and versioning
- publishing and sharing capabilitites
- intuitive design
when should you review your process map with stakeholders?
right after making it! Get their feedback to improve it.
what are the best practices for process mapping?
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
true / false : choosing process map is the first step in the process
false! First step is choosing the process you need to map.
A process mapped using UPN answers what?
who need to do what, when, why, and how
what do activity boxes start with?
A verb phrase
what do resources follow in the activity box?
responsible is the first thing under the verb phrase
shows who is responsible RACI
RACI - Responsible, Accountable, Consulted, informed
how many levels can you go down in a UPN process map?
no limit, drill down shown in upper left corner of box
how do you read UPN process maps?
left to right
in a UPN process map, if the activity box has R: Connor, what does that mean?
Connor is responsible for the action
what are the three questions you should ask when mapping a process map?
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?
In process mapping, what are the 3 items to think about when figuring out what level of detail to drill down to?
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
What stages are there in a UX design process?
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
what is a persona?
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.
what frames a persona’s desires and reasons for them. Focuses on the outputs customers want.
jobs to be done
what are the three types of constraints in ux design?
technical - software limitations
business - time, budget, resources
design - brand guidelines
when should you start the ux design process?
once you and the stakeholders have agreement on the goal and what you want to achieve
what is a design brief in ux design?
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
what is the design process lifecycle?
they are cyclical - make design, get feedback from stakeholders, improve design, etc..
what are UX artifacts?
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.
map-type UX artifacts
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
journey map
type of ux map artifact -
visualization of each step a customer has with a product or service over a period of time
service blueprint
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.
ecosystem map
visualize complex relationships among multiple systems
empathy map
empathy map is a visualization of how a user thinks, feels, acts, and speaks
helps to understand the psychology behind a persona
mental model
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
storyboard
sequence of illustrations that helps designers and stakeholders visualize how users interact with your product or service at each stage of their journey.
