Phase 1: Workflow Mapping (The Boring Part That Matters Most)
This is the phase nobody wants to do and the phase that delivers 80% of the value.
I bring together 8-12 people from across the organization — operations, customer support, finance, engineering, sales. Not just leadership. The people who actually do the work every day. Then I ask one question:
"Walk me through the most tedious part of your week."
Not "where could AI help?" — that question leads to fantasy. I want to hear about the real, grinding, repetitive work that makes people dread Monday mornings.
Here is what the mapping process looks like:
- Each participant writes down their top 5 most time-consuming repetitive tasks on sticky notes (or a Miro board if remote). One task per note.
- We group them into workflow categories: data entry, reporting, communication, review/approval, scheduling, research.
- For each workflow, we document:
- Who does it and how often
- How many hours per week it consumes
- What the input and output look like
- What tools are currently used
- What the error rate is
By the end of Phase 1, we typically have 15-25 documented workflows with rough time estimates. I then calculate the annual cost of each workflow using a simple formula:
Annual Cost = Hours/Week × 52 × Fully Loaded Hourly Rate
For example, if a customer support manager spends 8 hours per week writing ticket summaries and follow-up emails, and their fully loaded rate is $55/hour:
8 hours × 52 weeks × $55/hour = $22,880/year
Multiply that across a team of 4 support agents doing similar work, and you are looking at $91,520 per year on a single workflow.
This is always the moment in the workshop where the room goes quiet. Nobody has ever added up these numbers before.