Emily,

 

The reason why your client loves this document so much is they have the processes in their heads. All the processes for a specific outcome are not the same and that’s the dilemma! Now you need to document what happens on either side of the interface step. This document is usually an “as-is” process document.

 

Please do not create a process called "Create Customer Details", because it relates to the computer interface; rather look at the bigger process. eg Hotel reservation includes. 1) receive customer call 2) check room availability 3) agree with customer that price and room are acceptable 4) create customer details 5) make the reservation 6) confirm the reservation with the customer.

 

Steps 1, 3 and 6 are usually the processing steps in people’s heads, with all it variations and exceptions. You need to capture these as part of the overall “as-is” processes.

 

How? You could ask them the simple question "before you create the Customer Details on the computer what do you do?"; and "what happens after you've Created the Customer Details?" Using the information provided you begin to build the larger "as-is" process.

 

All the best!

 

Warm regards,

K