1
About This Process
Identify the process and who it belongs to
What do you call this process day-to-day? e.g. "Initial Booking", "File Opening", "Settlement Day"
Role, not person — e.g. "Reception", "Conveyancer"
Which firm or department does this belong to?
What event, action, or request causes this process to start?
What is the result when this process is completed correctly?
2–3 sentences. What happens in this process and why does it matter?
2
The Steps
Walk through the process as it actually happens — one step per line
Write each step as something a person does — start with a verb. Don't worry about getting them perfect. Aim for the real sequence, not the ideal one. You can use the textarea or the numbered rows below.
Describe the process in your own words — the tool will use this to structure the SOP
Ballpark only — this helps size the tool
3
Decision Points & Branches
Where does the process fork? What questions or conditions change what happens next?
A decision point is any moment where the answer to a question changes what happens next. These become the diamond shapes in the flowchart. Even simple Yes/No questions count — e.g. "Is there a conflict?" or "Did the client confirm?"
List each fork. For each one, note the question and what happens for each answer.
What situations break the normal flow? Walk-ins after hours, difficult clients, system outages, etc.
4
Systems & Tools
What software, forms, templates, and physical items does this process use?
List every system used at any point — name the specific module if you can
Any paper forms, Word templates, email templates, or PDFs used in this process
Anything physical — room, printer, scanner, signing pad, etc.
5
Policy — Always & Never
The rules this process must never break, regardless of circumstances
Two layers of policy: Firm-level rules come from leadership and apply everywhere. Process-level rules are specific to this workflow — often unwritten, living in someone's head. Both go here. Write them as plain "Always…" or "Never…" statements.
Firm-level — set by leadership, applies across all processes
Process-level — specific to this workflow
If you're not sure what the rules are, leave this section and ask the business owner or principal — these statements matter more than any other part of the form.
6
Compliance & Obligations
Legal, regulatory, or professional obligations specific to this process
Any legislation, industry rules, or professional standards that apply — e.g. LPUL, ARNECC, Privacy Act
Things not required by law but required by firm policy or the principal
Any steps that must happen within a specific timeframe
7
Anything Else
What we haven't asked that the tool builder needs to know
The most common failure points in this process — what do new staff get wrong?
Name and role of the person responsible for keeping this process current
The escalation point — name, role, or both
Unusual context, seasonal patterns, planned changes, history behind the process
Ready to generate your brief?
Review your answers above, then click below to create a structured brief for Practice Smarts.
Process Mapping Brief — Practice Smarts