I'm sharing what I created and use to get a good understanding of what the End User Experience is for Request Fulfilment. I combined UX concepts with Process Mapping . It helps outline what users do, how they interact with technology , what the technology does and how the underlying support processes is laid out.

Use this template while conducting process interviews or support documentation !

Benefits

• Clear start to finished view of the entire process
• A way to identify deficiencies in support, technology and user experience
• Where time durations are (think SLAs or time to complete actions)
• Breakdown step by step of each phase of workflow