Most failed automations fail before anyone opens a tool. Someone automates a process they have not fully understood, the workflow does something slightly wrong, and people stop trusting it. The fix is simple and costs nothing: map the process on paper first. Operations roles that ask for automation skills also ask for written procedures, and mapping is where both start.
Step 1: watch the manual process
Sit with the person who does the job, or ask them to explain it step by step. Write down every step, in order, including the small ones people forget to mention: "I check that the phone number looks right", "if they paid by mobile money I write the reference".
Step 2: mark the parts
For each step, ask:
- Is this the start? That event becomes the trigger.
- Is this a clear rule? "Add the order to the orders sheet" can be an action.
- Is this a decision? "Only if the order is over a certain amount" becomes a condition. "If delivery, do this; if pick up, do that" becomes a branch.
- Does it need a person's judgement? Leave it with a person, perhaps with a notification so they know it is waiting.