by: Jacqui Shemilt, 12 May 2026 This week, we’ve been mapping messy workflows. Not automating them. Mapping them. Because you can’t automate what you don’t understand. Many SMB leaders are asking about AI integration. Our first question is always: “Show me your current process.” If it lives in: People’s heads Email threads Sticky notes Tribal knowledge It’s not ready. AI adds value only when processes are defined. Step 1: Map current state Step 2: Identify waste Step 3: Clari

by: Jacqui Shemilt, 03 February 2026 This started as a “simple” admin task. The kind everyone assumes should be quick. Once we mapped it end-to-end, it told a very different story - especially for leadership who only saw the start and end. 👉 47 steps 👉 Multiple handovers 👉 Repeated checks 👉 Workarounds layered over time The biggest issue wasn’t inefficiency. It was invisibility. No one had ever seen the whole process - so delays were blamed on people instead of the system