Start with the decision, not the department
“Digitise operations” is too broad to guide a useful first move. Find a recurring decision: whether stock is available, whether a quote can be approved, or whether a job is ready to invoice. Then trace what that decision depends on.
This reveals the information, roles and exceptions the workflow actually needs—rather than reproducing a paper form on a screen.
Look for contained friction
A strong candidate happens often enough to matter, has a recognisable beginning and end, and creates rework when information is missing. It should also be small enough to observe without redesigning the whole business at once.
Map the awkward cases
The normal route is easy to diagram. The value of discovery is in returns, amendments, partial payments, unavailable stock and the person who is allowed to override a rule. Those cases determine whether a tool survives contact with real work.
Define evidence before delivery
Choose a small number of observable signals: fewer duplicate entries, shorter time to retrieve a record, or clearer status ownership. Establish how you will compare the new workflow with the old one.
A first release should leave the team with a useful improvement and better knowledge of what to build next.