To evaluate the actual state we conduct a process analysis. This is an intensive work observation of the user with a focus on a specific application.
To record the processes with all cuts, workarounds and problems especially qualitative interviews and shadowing, prove successful. These methods can be complemented by focus group discussions.
The observed processes are documented in the form of process diagrams. They are validated and refined with the customer or eventually further users. The subsequent development of target processes happens within an interdisciplinary team and if needed with the customer.
As results the actual state and target processes are handed over to the customer as__ flow models__ or use cases.