Business area: Internet Technology

Start with a task that occurs frequently: submitting an enquiry, confirming an order or handing work to another team. Observe where information is re-entered, where users wait and where responsibility becomes unclear.

Describe the journey from entry to completion, including exceptions. Agree the minimum information required, the person responsible for each handover and a measurable completion condition. Build a small working version and ask actual users to complete the task without coaching.

Compare completion rate, errors and handling time with the original process. Use the findings to prioritize the next change. A release is ready when the main journey, failure recovery and support ownership are clear, not simply when every requested screen exists.