Redesign a Broken Workflow Using Process Mapping

This guide will walk you through how to redesign a broken workflow using this simple but effective technique. We will give you a clear, step-by-step framework so you can make your work life easier and more productive.

Step 1: Find the Broken Workflow

You cannot fix a problem if you do not know what it is. The first step is to identify which workflow is causing the most trouble. Look for common symptoms of a broken process.

Signs of a broken workflow include:

Frequent Complaints: Team members or customers often complain about delays or confusion.
Missed Deadlines: The same type of project is consistently late.
High Error Rates: Mistakes happen often, and work needs to be redone.
Bottlenecks: Work piles up at one specific person or stage.
Lack of Clarity: No one is sure who is responsible for the next step.

Example:

Imagine a marketing team that struggles to get blog posts published on time. Writers complain that feedback from editors is slow. Editors say they are overwhelmed with requests sent through email. This "content approval process" is a perfect candidate for workflow redesign.

Step 2: Gather Your Team

You should not try to fix a workflow all by yourself. You need input from the people who actually do the work every day. They understand the real-world challenges and will have the best ideas for solutions.

Assemble a small group of people involved in the process from start to finish. For our content approval example, you would include:

A writer (who starts the process).
An editor (who reviews the work).
A marketing manager (who gives final approval).
A designer (if graphics are involved).

Getting different perspectives is key. A writer sees the process differently than an editor, and their combined knowledge is what you need for a successful workflow analysis.

Step 3: Map the Current Process (The "As-Is" Map)

Now it is time to draw your map. This is the core of process mapping. Your goal is to visualize the workflow exactly as it happens today, including all the messy parts. You can use a whiteboard, sticky notes, or a simple digital tool.

Symbol Key:

([Oval]) = Start/End points
[Rectangle] = Tasks/Activities
{Diamond} = Decision points
Arrows → = Direction of workflow

Flow Explanation:

Start (Oval): Process begins when writer finishes blog post
Writer emails document (Rectangle): Document sent to editor
Email waits (Rectangle): Email sits in editor's inbox (unknown status)
Editor adds comments (Rectangle): Editor uses Track Changes
Editor returns document (Rectangle): Document emailed back to writer
Decision point (Diamond): Writer needs clarification?
- Yes: Writer replies → Creates email chain → Loops back to editor's inbox (Step 3)
- No: Writer implements edits
Writer emails manager (Rectangle): Final version sent for approval
Email waits (Rectangle): Email buried in manager's inbox during meetings
Manager forwards (Rectangle): Approved document sent to web team
End (Oval): Blog post published (often delayed)

Pain Points Highlighted:

Two waiting states (Steps 3 & 8) cause delays
Yes-loop at decision point creates confusing email chains
No visibility into approval status at any stage
Linear process with sequential dependencies creates bottlenecks

Step 4: Analyze the Map to Spot Problems

With your "As-Is" map in front of you, your team can analyze it. Look for the root causes of the problems you identified in Step 1.

Ask these questions as you look at your map:

Where are the bottlenecks? (e.g., The editor's inbox, the manager's approval).
Are there redundant steps? (e.g., Sending files back and forth multiple times).
Which steps cause the longest delays? (e.g., Waiting for email replies).
Can any tasks be automated? (e.g., Notifying the next person in the chain).
Where is communication breaking down? (e.g., Using long email threads for feedback).

In our example, the team would see that email is the main villain. It creates bottlenecks and makes tracking impossible. This is a crucial part of workflow improvement.

Step 5: Design the New and Improved Workflow (The "To-Be" Map)

Now for the fun part: designing a better way. Brainstorm with your team to solve the problems you found. Your goal is to create a new map—the "To-Be" map—that is simpler, faster, and more efficient. This is where you focus on workflow optimization.

Example: The "To-Be" Content Approval Workflow

The team decides to use a project management tool (like Trello, Asana, or Monday.com) instead of email. Here is the new process map:

(Start) Writer creates a new task card for the blog post in the project management tool.
(Task) Writer completes the draft in a shared document (like Google Docs) and links it to the card.
(Task) Writer moves the card from the "Writing" column to the "Editing" column. This automatically notifies the editor.
(Task) The editor leaves comments directly in the shared document.
(Task) Once finished, the editor moves the card to the "Revisions" column, which notifies the writer.
(Task) The writer addresses the comments.
(Task) The writer moves the card to the "Final Approval" column. This notifies the marketing manager.
(Task) The manager reviews and approves by moving the card to the "Ready to Publish" column.
(End) The web team sees the card and publishes the post.

This new workflow is transparent. Everyone can see the status of the post at a glance. Notifications are automatic, and all communication is stored in one place.

Step 6: Implement and Test Your New Process

A new map is just a plan. Now you need to put it into action. Do not try to change everything overnight.

Start Small: Test the new workflow with one or two projects first. This is called a pilot test. It helps you find any unexpected issues before you roll it out to everyone.
Train Your Team: Make sure everyone involved understands the new process and any new tools. Provide clear instructions and be available to answer questions.
Get Feedback: After the pilot test, ask your team what worked and what did not. Use their feedback to make small adjustments to the "To-Be" map.

Step 7: Monitor and Keep Improving

A workflow is never truly "finished." It should evolve as your team and business change. Once the new process is live, you need to monitor its performance.

Set Metrics: Decide how you will measure success. For our example, the metrics could be "time from draft to publication" or "number of posts published per month."
Review Regularly: Schedule a check-in every few months to review the workflow. Is it still working well? Are there new bottlenecks?
Encourage Continuous Improvement: Create a culture where team members feel comfortable suggesting improvements. Great ideas can come from anyone at any time.

Fix Your Frustrations with a Clear Map

To redesign a broken workflow does not have to be a massive, intimidating project. By using business process mapping, you can turn a complex problem into a series of manageable steps. It empowers your team to identify issues and design their own solutions.

Redesign a Broken Workflow Using Process Mapping: A Step-by-Step Guide