What do you mean by “process flow”?

I had a good learning opportunity today.

We went into a two-hour meeting with some of the claims department leadership. The meeting had been titled, “Whiteboarding process flow for Claims”, but it became clear that we weren’t all on the same page for what that meant. Consequently, we spent the first 45 minutes starting and stopping — trying to figure out what we were trying to figure out.

Eventually, we got some traction and made some helpful flows and, by the end, I had learned a lot more about the users involved, what their journey looks like, and what the needed solution should do. The biggest takeaway, however, was to set better expectations for meetings (especially when working with new people) and to come to those meetings better prepared.