Understand first. Build what matters.

Follow a real request through the people, tools, information and exceptions involved in completing it.

Decide what should stay, connect, change or be built, then define a first phase that can deliver a useful result.

Describe what each person needs to see, receive or complete and how information should move between those moments.

Build and test access, forms, information movement and exception paths before expanding the scope.

Observe use, resolve problems and prioritize improvements from what happens in day-to-day work.