NITI ENTERPRISE
Map a service before digitising it
A starting point for service workflows and user acceptance testing.
Practical guidance · Adapt to your organisation and assignment.
Understand the user journey
Document who uses the service, the information they provide, the decisions involved and the expected outcome.
Map handovers and exceptions
Identify team responsibilities, dependencies, rejected requests, missing information and escalation routes.
Test the expected outcomes
Translate requirements into scenarios with preconditions, steps and expected results. Record observations, defects and retest decisions.