Process and Workflow Are Not the Same
The user determines their process, then we build a workflow. That’s advice I give product managers. What’s the difference between process and workflow? Turning to Merriam-Webster, my favorite reference source these days, we get the following definitions:
Process: a series of actions that produce something or that lead to a particular result
Workflow: the sequence of steps involved in moving from the beginning to the end of a working process
In other words, the process is what needs to be done and the workflow is how it gets done. Unfortunately, these terms are often used interchangeably. How often do you hear “how can we streamline this process?” when they are really asking “how can we streamline this workflow?” I hear it very often, and usually streamline is code for automate. You can’t automate a process, but you can automate a workflow.
Consider a process for weekly meal planning. The goal is to minimize new ingredient purchases and consume food before it expires. My process actions: identify food expiring this week, determine which recipes I will cook, make a list of the ingredients I need to buy in order to cook those recipes, and then I’m off to the grocery store. Simple 3 step process I expect most people follow, either consciously or subconsciously.
However, there are myriad workflows for this process. Each workflow options has pros and cons, and which you choose depends on knowing your userbase. If you’re like me and love to log things, you might keep your kitchen inventory logged in an app or a spreadsheet. This also means your inventory list is available outside your kitchen if needed for reference outside the house or to be shared with other family members. Many people keep a mental inventory of their kitchen, but memory can be faulty. You might know you have an ingredient but do you know if you have enough for your recipe? You may be left scrambling later to get more flour, or end up with excess because you bought more just in case.
Here is my framework (or, dare I say process?) for turning a process into a workflow:
Document the process and the minimum number of actions required for a successful outcome
Identify process dependencies to determine which actions are sequential
Get to know your userbase and their collective ways of working
Inventory the tools and resources available
Create the workflow
Step 3 should not be underestimated in creating an efficient workflow. You may come up with a Ferrari of an automated workflow for your users; but it’s only successful if they use it. A highly automated workflow may be fast and productive but, if the users don’t feel they have enough control of the output, they will report a poor experience and may stop using your workflow. I find most people want automation, but want to be able to “fix” the output if it doesn’t meet their expectations, even if it is technically a valid output.
Keep in mind that a process may have multiple workflows for different situations. For example, I am writing this article on a flight to LA. My process for getting on a plane is always the same: get the airport, get through security, find the gate, and board. Depending on cost, how much I’m traveling with, how much time I have, and traffic conditions / time of day, I am choosing between hiring a car and taking public transportation. Today I chose public transportation, and ended up walking right onto the plane after my group was called. While I was traveling abroad, I was hiring a car to get me to the airport early so I can enjoy the lounge. In each workflow, I successfully boarded the plane, but one of those workflows left the user (me) with a poor experience. Not building train delays into my getting to the airport workflow was a design flaw. (That’s a fancy way of saying I was running late…)
I encourage you to experiment with your workflows to find what works best for your users. Just don’t lose sight of the fundamental process.
PS - if I inspired you to manage your kitchen inventory in an app, I built one for myself you can use: pantry.myweeklybread.com